1. Introduction
These Terms and Conditions ("Terms") govern your access to and use of the website, mobile application, and online booking facility (collectively, the "Platform") operated by Aleson Shipping Lines, Inc. ("Aleson Shipping," "we," "us," or "our"), a corporation duly organized and existing under the laws of the Republic of the Philippines, with SEC Company Registration No. 155230 and principal office at 172–174 Veterans Avenue, Zamboanga City, Philippines.
By accessing the Platform, creating an account, or completing a booking, you agree to be bound by these Terms, our Privacy Policy, and any fare rules, route conditions, or notices displayed during the booking process. If you do not agree, please do not use the Platform.
Bookings are also subject to the terms printed on the ticket or Passage Contract, applicable rules of the Maritime Industry Authority (MARINA), the Philippine Coast Guard (PCG), port authorities, and, for international voyages, immigration and customs authorities of the Philippines and the destination country.
2. Definitions
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"Passenger" — the individual named on a ticket who is entitled to be carried on a voyage.
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"Booking" — a confirmed reservation for passage, vehicle, or cargo made through the Platform.
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"E-Ticket" — the electronic confirmation issued upon successful payment, which serves as evidence of the Passage Contract.
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"Fare" — the amount payable for carriage, exclusive of terminal fees, port charges, government taxes, and other charges unless expressly stated.
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"Voyage" — the scheduled sailing between the ports of origin and destination shown on the E-Ticket.
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"Force Majeure" — any event beyond our reasonable control, including typhoons, storm surges, rough seas, sailing bans or advisories issued by the PCG or MARINA, port closures, earthquakes, volcanic activity, fire, war, terrorism, piracy, civil disturbance, strikes, epidemics or pandemics, quarantine restrictions, and acts of government.
3. Eligibility and Accounts
3.1 You must be at least eighteen (18) years old and legally capable of entering into a binding contract to make a booking. Bookings for minors must be made by a parent, guardian, or an adult who assumes responsibility for them.
3.2 You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. Notify us immediately at [email protected] if you suspect unauthorized use. 3.3 You agree to provide true, current, and complete information. We may suspend or cancel accounts and bookings containing false, misleading, or fraudulent information.
4. Booking Process and Formation of Contract
4.1 A booking becomes binding only when payment is successfully received and we issue an E-Ticket or booking confirmation. A reservation held pending payment does not guarantee space and will automatically expire after ten (10) minutes.
4.2 Seats, cabins, vehicle slots, and cargo space are subject to availability and are confirmed on a first-paid, first-served basis.
4.3 We reserve the right to decline or cancel any booking prior to departure where there is an obvious pricing or system error, suspected fraud, payment failure or chargeback, or where carriage would violate law or regulation. Where we cancel for such reasons and the fault is not yours, we will refund the fare actually paid in full. The online convenience and card fees are not refunded (Section 6.4).
4.4 In accordance with Republic Act No. 8792 (Electronic Commerce Act of 2000), electronic documents, E-Tickets, and electronic confirmations issued through the Platform have the same legal effect as their printed counterparts.
5. Passenger Details and Ticket Use
5.1 Names must match a valid government-issued identification document exactly. You are responsible for reviewing your booking summary before payment. A passenger's name cannot be changed once the booking is paid.
5.2 Tickets are non-transferable. They may be used only by the named Passenger for the specified voyage, date, and accommodation class.
5.3 Presenting a ticket that has been altered, duplicated, resold, or obtained fraudulently will result in denial of boarding without refund, and may be referred to law enforcement.
6. Fares, Fees, and Payment
6.1 Fares are quoted in Philippine Pesos (₱) for domestic voyages and, where applicable, in Malaysian Ringgit (RM) for the Zamboanga–Sandakan service, and are inclusive of value-added tax (VAT). Terminal fees, port charges, wharfage, environmental fees, and other government-imposed charges may be collected separately at the port unless stated as included.
6.2 Online payments are processed through Asia United Bank (AUB) via its PayMate payment gateway. When you pay, you are redirected to or served a secure page operated by the gateway, and your card or account details are submitted directly to AUB/PayMate. Their own terms, security standards, and processing timelines apply. Aleson Shipping does not receive or store your full card number, expiry date, or CVV.
6.3 Fares are subject to change without prior notice, but confirmed and fully paid bookings will be honored at the fare paid.
6.4 Online convenience and card fees. Every booking paid for online is charged a convenience fee of ₱10 per booking (RM 1 for a booking priced in ringgit), whatever the number of passengers or voyages it covers and whichever payment method is used. Online payments made by Visa or Mastercard are additionally charged a card fee of 2.7% of the fare plus ₱5, which covers the card processing charge. Both fees are added to the amount collected at the time of payment and shown separately before you pay, form no part of the fare, and are non-refundable in all cases — including a refund or rebooking under Section 8 and a voyage or booking we cancel or delay (Sections 4.3 and 8.8 to 8.10). Payments made through QR Ph carry the convenience fee but no card fee. Bookings made at a ticketing office carry neither.
6.5 Discounted fares. Senior citizen (Republic Act No. 9994), person-with-disability (Republic Act No. 10754), student, and child fares require presentation of the corresponding valid original ID at check-in. If valid proof cannot be presented at the port, the discount will be forfeited and the fare difference must be paid before boarding. Discounts are not cumulative unless required by law.
7. Booking Cut-Off, Boarding, and Travel Documents
7.1 Booking cut-off. Ticket sales for a voyage stay open until its scheduled departure time, subject to available space, and close earlier if the voyage departs ahead of schedule or is cancelled. Boarding closes thirty (30) minutes before departure (Section 7.2), so book in time to reach the boarding area before then. A Passenger who books too late to board has missed the voyage, and Section 8 applies.
7.2 No check-in is required. Passengers proceed directly to boarding with a valid E-Ticket and identification. Please be at the boarding area in good time; boarding closes thirty (30) minutes before departure and Passengers who are not on board by then will not be carried.
7.3 Each Passenger must present:
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a printed or digital E-Ticket, and
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a valid government-issued photo ID (and, for minors, a birth certificate or school ID and proof of accompanying adult's authority).
7.4 International voyages (including the Zamboanga–Sandakan service and other cross-border routes) additionally require a passport valid for at least six (6) months beyond the date of travel, any required visa or entry permit, and compliance with Bureau of Immigration, Bureau of Customs, and destination-country requirements. It is solely your responsibility to obtain and carry valid travel documents. We are not liable for denied departure, denied entry, deportation, fines, or missed voyages caused by defective, expired, or missing documents, and no refund will be due in such cases.
7.5 Minors travelling without a parent or guardian must comply with DSWD travel clearance rules where applicable.
7.6 Scanned tickets are used tickets. Each ticket carries a QR code that is scanned once at the boarding gate. A ticket counts as used from the moment its QR code is scanned, whether or not the Passenger then remains on board or the vessel sails with them. A used ticket cannot be scanned again, and cannot be refunded, rebooked, or cancelled under Section 8, except where we cancel, delay, or fail to complete the voyage (Sections 8.8 to 8.10). Do not let anyone else scan, photograph, or copy your ticket's QR code.
8. Ticket Validity, Rebooking, and Refunds
8.1 Ticket validity. A ticket is valid for three (3) months from the date of issuance.
8.2 Refund of unused tickets. An unused ticket may be refunded within fifteen (15) days after the scheduled departure of the voyage it was issued for, subject to the surcharge in Section 8.4. This period applies to both domestic and Sandakan tickets.
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A ticket is "unused" only if the Passenger did not board the vessel and its QR code was never scanned at the boarding gate. A scanned ticket is a used ticket (Section 7.6) and is not refundable.
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A refund may be claimed even after the scheduled voyage has departed, provided the ticket was unused and the request is made within the fifteen-day period. Missing your voyage does not by itself forfeit your right to a refund — but a refund claimed after departure is charged at the higher rate in Section 8.4.
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The fifteen-day period runs from the scheduled departure of the voyage, not from the date of issuance. Booking far in advance therefore does not shorten your refund window.
8.3 Additional requirements — Sandakan (international) route. Sandakan tickets are refundable on the same fifteen-day basis and at the same surcharge as domestic tickets. In addition, the Passenger must make their passport available for verification and must submit:
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a photocopy of the passport personal information page and the latest immigration arrival stamp; and
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a photocopy of the airline or boat ticket actually used, where the Passenger returned to the Philippines by other means.
8.4 Surcharge on refunds and rebookings. A refund under Section 8.2 or 8.3, and a rebooking under Section 8.5, are both subject to a surcharge calculated on the fare paid, at the rate applicable when the request is made:
When the request is made
Before the scheduled departure of the voyage on the ticket
Surcharge
ten percent (10%) of the fare
When the request is made
On or after that scheduled departure
Surcharge
forty percent (40%) of the fare
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The applicable rate is fixed by the scheduled departure time of the voyage shown on the ticket, in Philippine Standard Time — not by the time the vessel actually sailed, and not by any later voyage the Passenger is rebooked onto.
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The surcharge is the only charge on a refund or rebooking. No separate no-show surcharge applies.
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On a rebooking, the surcharge is collected in addition to any higher fare on the new departure (Section 8.5).
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Where the fare was paid in Malaysian Ringgit, the surcharge is calculated and deducted in Malaysian Ringgit. No currency conversion is applied.
8.5 Rebooking (revalidation). A ticket may be rebooked to any other departure on the same route that has not yet sailed, on the same day or a later one, subject to available space.
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Only an unused ticket may be rebooked. A ticket scanned at the boarding gate is used (Section 7.6) and cannot be moved to another departure.
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Rebooking to a different route is not permitted; in such cases the Passenger must request a refund under Section 8.2 or 8.3, if still within the applicable period, and purchase a new ticket.
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All rebookings remain subject to the booking cut-off in Section 7.1.
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A rebooking is subject to the surcharge in Section 8.4 — ten percent (10%) of the fare paid where the original departure has not yet taken place, forty percent (40%) where it has. A Passenger who missed their voyage and is rebooked onto a later one is therefore charged at the higher rate.
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Where the fare for the new departure is higher than the fare paid, the difference is collected in addition to the surcharge. The full amount must be settled before the rebooked ticket is issued.
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Where the fare for the new departure is lower, the surcharge is still payable; the fare difference is returned separately as a partial refund on the new ticket and is not set off against the surcharge.
8.6 Tickets that cannot be refunded.
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Used tickets. A ticket whose QR code has been scanned at the boarding gate (Section 7.6).
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Lost tickets. No refund is made on a lost ticket.
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Altered or perforated tickets. Any alteration or perforation renders a ticket null and void.
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Punched tickets. A punched ticket is not honoured for refund unless the refund is made on the voyage date itself.
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Refunds are made only to the named Passenger, who must surrender the complete unused ticket. For online bookings, see Section 8.11.
8.7 Verification. We may take up to ten (10) days to verify the genuineness of a ticket presented for refund before the refund is approved.
8.8 Cancellation or delay by Aleson Shipping Lines. Where a voyage is cancelled or delayed, you may choose either — whatever the length of the delay, and whatever its cause:
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revalidation (rebooking) to the next available voyage at no additional cost; or
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a full refund of the fare paid, without the surcharge in Section 8.4 and without regard to the periods in Sections 8.2 and 8.3. The online convenience and card fees are not refunded (Section 6.4).
This choice is yours under MARINA Circular No. 2018-07 on the rights of sea passengers. It applies to any voyage we cancel or delay, including for reasons outside our control, and is lost only where the cancellation or delay is the Passenger's own fault. Under the same Circular, a voyage called off by more than twenty-four (24) hours or to an indefinite date and time is treated as cancelled; a late departure resulting in late arrival within twenty-four (24) hours is treated as delayed.
Where the cancellation or delay is attributable to us, you are additionally entitled, free of charge, to snacks or refreshments (or a meal at meal times), access to first aid or medicine if needed, access to communication facilities if needed, and accommodation where necessary, together with any compensation provided for by that Circular.
8.9 Force Majeure and sailing bans. Where a voyage is cancelled due to Force Majeure, including a PCG sailing ban or adverse weather, we will offer rebooking without penalty or a refund of the fare paid without the surcharge in Section 8.4, less non-recoverable government charges actually remitted. The periods in Sections 8.2 and 8.3 do not apply to voyages we cancel. We are not liable for consequential costs such as accommodation, connecting transport, or lost earnings in these circumstances.
8.10 Voyage not completed. Where the vessel is unable to continue or complete a voyage for any cause, we will either arrange for the Passenger to be carried onward to their destination, or cancel the ticket and refund its value.
8.11 How to request a refund. Refunds are processed at our ticketing offices. Please go to any Aleson Shipping ticketing office, within the period applicable to your route, and bring:
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your E-Ticket, printed or on your phone, and your booking reference;
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a valid government-issued ID of the named Passenger.
The following also apply:
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The date you lodge your complete request at the ticketing office is the date used to determine whether it falls within the applicable period. Emailing us does not stop the period from running.
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Online bookings. Because tickets purchased through the Platform are issued electronically, there is no physical ticket to surrender or punch. The E-Ticket is cancelled in our system on approval of the refund, which serves in place of surrender of the printed ticket.
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Tickets issued at a port office other than Zamboanga must be supported by the ticket of the other operator and a valid ID of the named Passenger.
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Approved refunds of card and online payments are returned to the original payment method through AUB/PayMate and are credited within thirty (30) banking days, depending on your issuing bank. Refunds of over-the-counter or cash payments are released at the ticketing office against a valid ID.
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If you cannot reach a ticketing office, or you are unsure which office to go to, contact us first at [email protected] and we will advise you. 8.12 Nothing in this Section limits any right to refund or compensation granted to you by MARINA regulations, including MARINA Circular No. 2018-07 on the rights of sea passengers, Republic Act No. 7394 (Consumer Act of the Philippines), or other applicable law.
9. Baggage
9.1 Baggage allowance. Baggage is limited by number of pieces only — there is no weight limit per piece or per Passenger. Each Passenger may carry:
Maximum pieces per Passenger
3 bags / pieces of luggage
Maximum pieces per Passenger
2 bags / pieces of luggage
Baggage beyond these limits is not accepted. Aleson Shipping does not operate an excess baggage service, and additional pieces cannot be carried for a fee. Regardless of weight, all baggage must be capable of being carried and stowed safely by the Passenger, and the Master may refuse any item that cannot be safely accommodated on board.
9.2 Hand-carried baggage remains in the Passenger's custody and at the Passenger's risk. Valuables, cash, jewelry, electronics, medicines, and important documents should be kept on your person and must be declared if you wish them covered.
9.3 Prohibited and restricted items include firearms and ammunition (except with valid permits and prior declaration), explosives, fireworks, flammable liquids and gases, corrosives, toxic and radioactive substances, illegal drugs, live animals (except as separately arranged), and any dangerous goods restricted under the IMDG Code or Philippine law. We may inspect, refuse, or offload such items and report them to the authorities.
9.4 Claims for lost or damaged baggage must be filed before leaving the port of arrival. Goods and property are covered only where they are the subject of a Bill of Lading with the value declared and the corresponding freight paid. Where a Passenger wishes to carry an item of unusual value, its value should be declared before the voyage so that appropriate arrangements can be made. Liability is otherwise determined in accordance with applicable Philippine law.
10. Conduct on Board and Right to Refuse Carriage
10.1 Passengers must at all times comply with the instructions of the Master, officers, and crew, and with safety and security procedures.
10.2 We may refuse boarding, or disembark a Passenger at the nearest port, without refund, where the Passenger:
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is intoxicated or under the influence of prohibited drugs;
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behaves in a manner that endangers or unreasonably disturbs the vessel, crew, or other passengers;
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refuses security screening or presents invalid documents;
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is, in the reasonable judgment of the Master or ship's medical personnel, unfit to travel or poses a public health risk; or
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is carrying prohibited items.
10.3 Passengers in advanced pregnancy, or with conditions requiring medical attention, may be asked for a physician's certificate of fitness to travel.
10.4 Smoking, vaping, gambling, and the carrying of unauthorized weapons are prohibited on board.
11. Schedules
Sailing schedules are indicative and do not form part of the contract of carriage. The sailing schedule of a vessel may be changed without prior notice. Departure and arrival times may change due to weather, tides, port congestion, vessel maintenance, or regulatory direction. We will make reasonable efforts to notify affected Passengers using the contact details provided at booking — please ensure these are accurate and monitored.
Aleson Shipping Lines does not provide subsistence for Passengers, or compensation for lost time, arising from a delay in sailing, except where a right to such compensation is conferred by law.
12. Liability
12.1 As a common carrier, Aleson Shipping is bound to observe extraordinary diligence for the safety of its passengers under Articles 1733, 1755, and 1756 of the Civil Code of the Philippines. Nothing in these Terms shall be construed as waiving, limiting, or diminishing that obligation, and any stipulation to the contrary is void under Article 1757.
12.2 Subject to Section 12.1, we are not liable for:
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loss, delay, or damage caused by Force Majeure, the act of a public authority, or the fault of the Passenger;
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unattended personal items or hand-carried baggage;
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consequential or indirect losses such as missed connections, lost income, or unrealized bookings; or
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the acts, omissions, goods, or services of independent third parties, including port operators, payment providers, and transport partners.
12.3 The Platform is provided on an "as is" and "as available" basis. We do not warrant that it will be uninterrupted or error-free, and we are not liable for losses arising from your internet connection, device, or failure to receive electronic notices.
13. Acceptable Use of the Platform
You agree not to: use automated tools to scrape, harvest, or make bulk reservations; resell tickets for commercial gain without our written authority; attempt to gain unauthorized access to our systems; introduce malicious code; or use the Platform for any unlawful purpose.
14. Intellectual Property
All content on the Platform — including the Aleson Shipping name, logo, vessel names, text, images, and software — is owned by or licensed to us and protected under Republic Act No. 8293 (Intellectual Property Code). You may not reproduce or use it commercially without our prior written consent.
15. Data Privacy
Your personal data is collected and processed in accordance with our Privacy Policy and Republic Act No. 10173 (Data Privacy Act of 2012). 16. Complaints and Dispute Resolution
16.1 Please raise any complaint first with our Customer Service at [email protected], stating your booking reference. Enquiries are handled during business hours, 8:00 AM to 6:00 PM daily. We aim to acknowledge within three (3) business days and resolve within fifteen (15) business days. 16.2 Unresolved disputes may be brought before MARINA, the Department of Trade and Industry, or the appropriate courts.
17. Governing Law and Venue
These Terms are governed by the laws of the Republic of the Philippines. Subject to Section 16 and to any mandatory venue rules protecting consumers, the venue for any action arising from these Terms shall lie exclusively in the proper court of jurisdiction in the City of Zamboanga, to the exclusion of all other venues.
18. Amendments
We may update these Terms at any time by posting the revised version on the Platform with a new effective date. The Terms in force at the time of your booking govern that booking. Continued use of the Platform after changes take effect constitutes acceptance.
19. Severability and Entire Agreement
If any provision is held invalid or unenforceable, the remaining provisions remain in full force. These Terms, together with the Privacy Policy and the Passage Contract, constitute the entire agreement between you and Aleson Shipping regarding the Platform.
20. Contact Us
Aleson Shipping Lines, Inc.
172–174 Veterans Avenue, Zamboanga City, Philippines
SEC Company Registration No. 155230
Business hours: 8:00 AM – 6:00 PM daily
Ticket sales for a voyage close at its scheduled departure time. Boarding closes thirty (30) minutes before departure.