What will we refund?
We may refund the cost of your booking if you are unable to attend your booking due to any reasons listed below and can provide the requested evidence. Please read these terms in full, including the General Conditions.
Illness, Accident & Injury
Pre-Existing Medical Condition
Home Emergency
Family Emergency
Pet Emergency
Adverse Weather
Public Transport Failure
Private Transport Failure
Flight Disruption
Workplace Redundancy
Work Relocation
Jury Service
Court Summons
Death (Including Immediate Family)
Examination Date Change
Pregnancy Complication
Emergency Services Recall
Theft of Documents
Emergency Circumstances
By purchasing a refundable booking, you agree to Our Refundable Terms, which can be found below.
Refundable Terms
Illness, Accident & Injury
Means an illness or accidental injury to a person in Your Group.
Evidence required
Doctor’s note confirming the details of the illness or injury, the date it first occurred and confirmation that it would prevent the person from attending their booking.
We won’t refund
Telephone or online consultations.
Where the person has not been examined by a Doctor prior to the Booking date.
Unpredictable conditions where the Booking is more than 10 weeks in the future.
Means a physical or mental health condition that You already had or were aware of at the time You made the booking that would not normally prevent You attending.
Evidence required
Doctor’s note confirming the details of Your illness, the date it changed and confirmation from Your Doctor that it is preventing You from attending Your booking.
We won’t refund
Telephone or online consultations.
Unpredictable conditions where the booking is more than 10 weeks in the future.
Pre-existing medical condition of any person not part of your Group.
Home Emergency
Means a burglary, fire, malicious damage at Your main private dwelling within 48 hours prior to the Booking.
Evidence required
Burglary, flood or malicious damage - a police reference number or the submission of your claim to Your home insurance company. Or a report from the fire service. Fire – a report from the fire service or police.
We won’t refund
Any emergency for which you cannot provide evidence as requested.
Family Emergency
Means an illness or accidental injury to Your Immediate Family within 7 days prior to Your Booking.
Evidence required
Doctor’s note confirming the details of the illness or injury and the date it first occurred. Evidence confirming the details of your relationship.
We won’t refund
Telephone or online consultations.
Any Pre-existing medical condition.
Pet Emergency
Means an unexpected illness or accidental injury to Your Pet within 72 hours prior to Your Booking.
Evidence required
Veterinary Certificate confirming the details of the illness or injury and the date it first occurred.
We won’t refund
Telephone or online consultations.
Where the Pet has not been examined by a Veterinarian prior to the Booking date.
Any Pre-existing medical condition, routine check-up, costmetic procedure or anything else our team considers is not intended to be included as a valid reason for a refund.
Adverse Weather
Refers to weather conditions where a government agency has issued travel warnings, preventing You from attending the Booking.
Evidence required
A copy or link to the official travel advisory from a government website.
We won’t refund
Any cases where there is no warning provided by a government agency.
Public Transport Failure
Means an unexpected disruption or failure of the public bus, train, tram or ferry network which is not foreseeable before the date of the Booking.
Evidence required
Confirmation of failure or disruption from the transport company.
We won’t refund
Financial failure of the transport company.
Road closures or heavy traffic.
Private Transport Failure
Means the breakdown, accident, fire or theft of a vehicle transporting You to your Booking, within 24 hours prior to Your Booking.
Evidence required
A copy of Your breakdown report from a national recovery service or an incident report from the police or relevant traffic authority.
We won’t refund
Where You did leave enough time to travel to the Booking.
Where You did not make alternative arrangements to attend Your Booking.
Any vehicle You plan to use during Your booking.
Flight Disruption
Means the cancellation or significant delay of flights which You were not aware of at the time You made the Booking, which prevents You from attending Your Booking.
Evidence required
Your flight ticket(s) and notice of cancellation or disruption from the airline.
We won’t refund
Where You have not left sufficient time between flights.
Where there is a financial failure of any transport provider.
Where You were aware of the disruption prior to the date of Booking and did not make reasonable alternative arrangements.
If the purpose or reason for Your flight booking has changed or been cancelled.
Workplace Redundancy
Means You have unexpectedly been made compulsorily redundant by Your employer with whom You have been permanently, continuously employed full-time for at least 2 years.
Evidence required
A letter from Your employer confirming that You have been made compulsorily redundant in addition to evidence that You have been continuously employed with this employer for at least 2 years.
We won’t refund
Where Your redundancy was voluntary.
Where You have been otherwise terminated by Your employer.
Where You are the business owner or registered director, or a member of Your family is.
Any business travel.
Work Relocation
Means a mandatory relocation imposed by Your current employer, which was unknown at the time of booking and requires a permanent address change making attendance unreasonable.
Evidence required
A letter from Your employer confirming the details of your relocation in addition to evidence that You are living at the new address.
We won’t refund
Where You or a member of Your family is the business owner or a registered director.
Voluntary relocation.
Any temporary relocation which is for a period of less than 3 months.
Any business travel.
Jury Service
Means a summons for You to attend Jury Service over the date of Your Booking, which You were unaware of at the time of making your Booking.
Evidence required
Your letter summoning You to Jury Service.
We won’t refund
If you cannot provide evidence as requested.
Court Summons
Means a summons for You to appear as witness in court proceedings on the day of Your booking which You were unaware of at the time You made Your Booking.
Evidence required
Your Court Summons.
We won’t refund
Any Court Summons where You are not attending as a witness, including civil & criminal cases where You are involved in the case Yourself as the plaintiff or defendant.
Death (Including Immediate Family)
Means Your death, the death of your Immediate Family, or the death of any person in Your Group, up to 40 days prior to your Booking.
Evidence required
A death certificate & proof of relationship.
We won’t refund
Where you cannot provide any proof of relationship.
Examination Date Change
Means a change to mandatory examinations scheduled by an official educational institution or professional body, where the date was changed after your Booking and prevents attendance.
Evidence required
A copy of the letter from Your examination body confirming the change of date.
We won’t refund
Retakes or rescheduled exams due to a failed attempt.
Where the examination is being provided by a commercial training provider instead of an educational board.
Pregnancy Complication
Means a complication of Your pregnancy which You were not aware of at the time You made Your booking and prevents You from attending.
Evidence required
A doctor’s note confirming the details of the complication, the date it occurred and confirmation that it prevents the person from attending the Booking.
We won’t refund
Normal pregnancy.
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.
Evidence required
A note from Your Commanding Officer or Line Manager confirming Your duty and that this was not Your original schedule.
We won’t refund
Where You made an unsuccessful request for annual leave during the date of Your booking.
Where You were aware of the recall at the time You made Your Booking.
Theft Of Documents
Means the theft of a document necessary for the Booking, which cannot be replaced in time for Your Booking.
Evidence required
A police report or crime number to confirm the theft date within 24 hours of the theft taking place, in addition to an email from your booking agent confirming that your booking cannot go ahead.
We won’t refund
Lost documents.
Where the documents can be replaced in advance of the Booking in time for Your Booking.
Emergency Circumstances
Means an unforeseen event beyond Your control that directly and unavoidably prevents attendance. Refunds under this category are reviewed on a case-by-case basis at our sole discretion. We will consider these circumstances and have no obligation whatsoever to provide a refund.
Evidence required
Any evidence requested by our Refund Team to verify Your emergency circumstances.
We won’t refund
Anything our Refund Team considers is not intended to be included as a valid reason for a refund.
Any changes to Your work schedule.
General Conditions
You must make all necessary and reasonable arrangements to attend Your Booking and allow enough time to travel.
You must not be aware of any material fact at the time of Your Booking, which may give rise to a refund request.
You must take all reasonable precautions to prevent or reduce any request for a refund unless We agree otherwise.
The language of this document and all communications relating to it will be English and subject to English laws and the decisions of English courts.
Any translation of this document from English shall be for ease of use only, with the English version forming the basis for any settlement.
You may be asked to provide Your bank account details to allow Us to send Your refund directly to Your bank account.
We will not provide a refund for any amount over $10,000 USD per Booking (or local currency equivalent).
You are responsible for obtaining and submitting the required evidence at Your own expense. Evidence must be verifiable, dated, and directly related to Your refund request. We reserve the right to reject any documentation that does not meet Our verification standard, we may also request a copy of Your booking confirmation.
We reserve the right to request any additional reasonable documentation to verify Your refund request.
Should You submit any false, altered, or inauthentic documents to support a refund request, We may deny your refund request entirely and will consider this when assessing any future refund applications.
If Your refund request is declined because an invalid reason was given, We may, at our discretion, consider this when assessing any new refund application for the same Booking.
Refunds are granted solely at Our discretion.
Specific Exclusions
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; communicable disease.
Naturalisation, visa, in-vitro fertilisation, or any 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 the starte date of Your Booking exceeds 18 months from the date of purchase.
Any mistake that You may have made as part of Your Booking.
Refunds will not be provided if You choose not to travel due to personal concerns, a change of plans, or a preference not to attend.
Where You are eligible to recover the costs through a third party.
Requesting A Refund
You must fill in and submit the Refund Application Form as soon as possible after becoming aware of circumstances that may lead You to request a refund but no more than 45 days after the Booking. The link to complete the Refund Application Form can be found within Your booking confirmation.
Definitions
You/Your/Yourself: A person who has made a Booking alone or as part of a Group with Us.
We/Us/Our: Refers to the party responsible for processing the refund, including the booking agent with whom you made the reservation and/or an authorised third party handling the refund administration.
Booking: The scheduled and confirmed service(s), event(s), or ticket(s), including any associated booking and service fees, purchased from Us by You.
Group: Any number of people who are apart of and due to attend the Booking.
Immediate family: Your husband, wife, partner, civil partner, parent, child, brother sister.
Doctor: A qualified medical practitioner registered with a recognised professional body. A doctor cannot be You or a member of Your Immediate Family.
Emergency Services: The Police, Fire and Rescue Service or Emergency Medical Services.
Armed Forces: Refers exclusively to individuals who are actively serving or are reservists in the Navy, Marines, Army, or Air Force.
Pet: A domesticated cat or dog that is kept primarily for companionship. This definition excludes exotic animals, farm animals, reptiles, rodents, birds, and other non-traditional pets."
Veterinarian: A licensed medical professional, registered with a recognized veterinary body, who diagnoses, treats, and prevents illnesses, injuries, and diseases in animals. A Veterinarian cannot be You or a member of Your Immediate Family.
Note that this is not an insurance policy. A Refundable Booking is an optional extension to the standard terms and conditions of sale for which You may be eligible for a refund under certain circumstances that are outlined on this page.