We provide refunds if…

You cannot Attend your Booking due to any of the reasons below and have provided the evidence requested below. Please also read the General Conditions of Refund.

Illness / Injury (including Covid)
Pre-existing Medical Condition
Pregnancy Complication
Death of Immediate Family
Public Transport Failure
Flight disruption
Mechanical Breakdown
Adverse Weather
Home Emergency
Theft of Documents
Workplace Redundancy
Jury Service
Court Summons
Armed Forces & Emergency Services Recall
Relocated for Work
Changes to Examination Dates

If Your Booking is cancelled or postponed by the provider, You should contact Our Customer Service team directly; see Your Booking confirmation or our website for contact details.

We may consider other Emergency Circumstances at our discretion.

You must read the General Conditions of Refund, and the individual reasons section below, for full information on what we will and will not refund for each reason.

General Conditions of Refund

Any reason for refund must not be foreseeable at the time You made the Booking.
We do not refund if You made Your Booking by mistake, or it is no longer wanted or needed.
If Your Booking is cancelled, postponed or cannot be fulfilled by the Provider, please contact the Customer Service team directly for further advice about your Refund.
You must make all arrangements to Attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.
We don’t refund where You are worried about catching Covid or where Your travel plans are affected by Covid restrictions.
We may ask for any reasonable additional evidence required to support your application, which may include proof of eligibility and intent to Attend.
You will be asked to provide supporting evidence at Your own expense, and a copy of the Booking Confirmation.
You will be asked to provide Your bank account details so that we can make the refund payment directly to Your chosen bank account.
Maximum refund value will not exceed US $15,000 or local currency equivalent.

Requesting a Refund

To apply for a Refund, simply click on the link in Your booking confirmation email or click here. The application must be completed up to 60 days after the Booking.

Illness / Injury

means an Illness or accidental Injury to a person in the Booking or an Immediate Relative.

What we do not refund

Where you cannot provide evidence that the person affected is within the Group due to Attend the Booking.

Telephone or online consultations.

Where You have not been physically examined by a Doctor prior to the date of the Booking.

Conditions that are unpredictable and the event is more than two months in the future.

Evidence required

Doctor’s note or Medical Certificate confirming:

The details of the illness or injury,
The date it first occurred,
That it prevents the person from Attending.
Proof of relationship if the person is not in the Booking.

Government communication, medical certificate or validated test for Covid.

Pre-existing Medical Condition

means a physical or mental health condition that You already had when You made the Booking that would not normally prevent You Attending.

What we do not refund

Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.

Telephone or online consultations.

Conditions that are unpredictable and the event is more than two months in the future.

Pre-existing medical conditions of Immediate Relatives.

Evidence required

Doctor’s note or Medical Certificate confirming:

Details of the illness,
The date it changed,
That it prevents the person from Attending.

Pregnancy Complication

means a complication of pregnancy You were unaware of when Booking and which means You cannot Attend the Booking.

What we do not refund

Normal Pregnancy.

Evidence required

Doctor’s note or Medical Certificate confirming:

Details of the complication,
The date it occurred,
That it prevents the person from Attending.

Death

means Your death any time prior to the Booking or the death of an Immediate Family member or any person(s) in the Group due to Attend the event, up to 35 days prior to the date of the Booked event.

What we do not refund

Where you cannot provide evidence that the person was within Your Immediate Family or in the Group due to Attend the Booking.

Evidence required

A death certificate.

Proof of relationship.

Public Transport Failure

means unexpected disruption or failure of the public bus, train, tram or ferry network which is not foreseeable before the date of the Booking.

What we do not refund

If there is a financial failure of any Transport provider.

Heavy traffic or road closures.

Evidence required

Confirmation of failure or disruption of the public transport. (This can normally be obtained from the transport company’s website).

Flight disruption

means cancellation or significant delay of flight(s) which You were unaware of before the date of the Booking, that prevents You from Attending Your Booking.

What we do not refund

If Your flight is Your Booking and it is cancelled or postponed, your refund will not be paid through this service, contact Customer Services.

If You were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements.

If there is a financial failure of any Transport provider.

If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled.

If You have not allowed sufficient time between flights.

If You have only secured a standby position for the flight.

Evidence required

A copy of Your airline ticket and notice of cancellation or disruption from the airline.

Mechanical Breakdown

means in the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booking.

What we do not refund

If You did not leave sufficient time to travel to the Booking.

If You did not make reasonable alternative arrangements to Attend the Booking.

Any vehicle You plan to use during the Booking.

Evidence required

Breakdown – A copy of the call out note from a national breakdown recovery service.

An incident number or report from the Police or relevant traffic authority.

Adverse Weather

means weather where a Government Agency has issued warnings not to travel which mean You cannot Attend.

What we do not refund

Adverse weather with no Government Agency warnings not to travel.

Evidence required

A copy of the travel warning from the Government Agency.

Confirmation of relevant route closures.

Home Emergency

means a Burglary, Fire, Malicious Damage or Flood at Your main private residence within 48 hours immediately before the Booking.

What we do not refund

Any Home Emergency for which You cannot provide Evidence as below.

Evidence required

Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to Your home insurance company.

Fire – A report from the fire service and/or police.

Theft of Document(s)

means the theft of a document necessary for the Booking, which cannot be replaced in time for the Booking.

What we do not refund

If the documents can be replaced in advance of the Booking or on the day.

Lost documents.

Evidence required

A police report or crime number to confirm the theft dated within 24 hours of the theft taking place. (Self-declaration not accepted)

An email from the Booking agent confirming they are unable to replace/re-issue the tickets.

Relocated for Work

means a requirement to move address imposed on You by Your current employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be to a location that makes the travel requirement to Your Booking unreasonable.

What we do not refund

Attendance at business meetings and business travel.

Any temporary relocation for work must be for a period of at least 3 months.

Voluntary relocation or where you are changing employer for a new role.

Where You are the business owner or registered Director, or a member of Your family is.

Evidence required

A letter from Your current employer confirming the relocation details.

Evidence of living at the new address.

Workplace Redundancy

means You are unexpectedly made compulsorily redundant by Your employer with whom You have been permanently employed full time for a period of at least 2 years.

What we do not refund

Where the redundancy was voluntary.

Where You are dismissed from employment.

Where You are the business owner or registered Director, or a member of Your family is.

Evidence required

A letter of compulsory redundancy from Your employer.

Evidence that You have been in this employment for over two years.

Armed Forces & Emergency Services Recall

means You as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work on the date of the Booking or are posted overseas and cannot Attend the Booking.

What we do not refund

You were aware of or had scheduled work on the date of the Booking, prior to making the Booking.

You made an unsuccessful request for annual leave for the date of the Booking.

Evidence required

A note from Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not Your original schedule.

Jury Service

means a summons for You to Attend Jury Service over the date of the Booking of which You were unaware at the time of making the Booking.

What we do not refund

Any Jury Service for which You cannot provide Evidence as below.

Evidence required

A copy of the letter requiring Jury Service.

Court Summons

means You are summoned to appear as a witness in court proceedings on the day of the Booking of which You were unaware of the time of making the Booking.

What we do not refund

Any Court Summons in which You are not there as a witness, including civil and criminal cases where you are involved in the case yourself as the plaintiff or defendant.

Evidence required

A copy of the Court Summons.

Changes to Examination Dates

means the unforeseen change of the date of an examination that You are already registered to the day(s) of the Booking.

What we do not refund

If You failed the examination previously and had to re-sit.

Where the examination is being provided by a commercial business (not by an educational board).

Evidence required

A copy of a notice from the examination body, school, college, or university confirming the change of date.

Emergency Circumstances

means an unforeseen circumstance completely outside Your control and of no fault of Yours and completely prevents you from Attending the Booking. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.

What we do not refund

Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for a refund.

Any change to your work schedule (other than the specific situations listed under Work Relocation or Emergency Services Recall sections of these terms).

Evidence required

Any evidence requested by our Customer Experience Team to verify the emergency circumstances.

Specific reasons where refunds will not be provided:

We do not refund for non-Attendance of a Booking directly or indirectly associated with:

actual or perceived: wildfires, volcano eruption, tsunami, earthquake; war, hostilities, terrorism, civil commotion; strikes and industrial action; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure;
naturalization, visa, in-vitro fertilisation, or other appointments;
failing to comply with any law;
any Booking emanating from Cuba, Iran, North Korea, Russia, Sudan or Syria;
where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
if it exceeds 18 months from the date originally booked to the conclusion of the transacted event.

Definitions

The following words or phrases have the meaning shown below wherever they appear in bold in this document.

We/Us/Our – We are the Booking agent with whom You made the Booking.

You/Your/Yourself – A person who has made a Booking alone or as part of a group with Us.

Provider – the company or organisation that is responsible for the running of the booking

Armed Forces – Naval Service, Marines, Army or Air Force.

Attend – participate in, take part in, use, or be present at.

Booking – The pre-planned and pre-booked service(s)/event(s)/flight(s)/ticket(s) transacted with Us by You.

Communicable Disease – means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people.

Doctor – A qualified medical practitioner registered and licensed with a recognised professional body. A doctor cannot be You or a member of Your family.

Emergency Services – Police, Fire and Rescue Service or other Emergency Services.

Immediate family – Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily.

Immediate household – persons living together at the same permanent address.

Provider – the company or organisation that is responsible for the running of the Booking.

Paying Party – Any organisation or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund.

IMPORTANT

Any translation of this document from English is for assistance and information only. In event of a Refund Application the English language version shall be the basis of settlement.

These reasons for refund are considered on an entirely discretionary basis and are not to be taken as a guarantee of refund.

This is not an insurance policy. A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.

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