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 (Including Covid-19)
· Pre-Existing Medical Condition
· Home Emergency
· Family Emergency
· Emergency Circumstances
· Public Transport Failure
· Private Transport Failure
· Flight Disruption
· Workplace Redundancy
· Work Relocation
· Jury Service
· Court Summons
· Examination Date Change
· Pregnancy Complication
· Emergency Services Recall
· Theft of Documents
In the case that your booking has been cancelled or postponed, please contact your booking provider for any queries or refund.
By purchasing a refundable booking, you agree to our Refundable Terms, which can be found below.
Refundable Terms
Means an illness or accidental injury to a person in the Booking or an immediate relative.
Evidence required
Doctor’s note confirming the details of the illness or injury, the date it first occurred and confirmation that it would prevent you from attending your booking.
We won’t refund
· Telephone or online consultations.
· Where you have 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 Immediate Relatives.
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.
Means an illness, injury or death to your immediate family within 48 hours before your Booking.
Evidence required
Doctor’s note confirming the details of the illness, injury or death and the date it first occurred. We also require evidence confirming the details of your relationship.
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
Means an unforeseen circumstance completely outside your control and through no fault of your own which completely prevents you from Attending the Booking. The decision to refund is entirely at the discretion of our Refund Team. 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
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
Means the breakdown, accident, fire or theft of a vehicle taking you to the 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 not 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
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 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.
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
Means a requirement to move address imposed on you by your current employer, which you were not aware of at the time you made your booking. The relocation must be to a location that makes the travel requirements to your Booking 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
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.
Examination Date Change
Means the unforeseen change of an examination you were already registered for at the time you made your booking.
Evidence required
A copy of the letter from your examination body confirming the change of date.
We won’t refund
· Where you failed the previous examination and decided to take another one.
· Where the examination is being provided by a commercial business 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 your 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 or on the day.
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.
· Any evidence provided shall be at your own expense and we may require a copy of your booking confirmation.
· 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 per booking.
Specific Exclusions
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.
Any mistake that you may have made as part of your booking.
Where do you not wish to travel due to fear of catching an illness.
Communicable disease.
Where you are able to recoup losses from a third party (such as an insurance company).
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 booked event. 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.
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.
Booking/Booked event: The pre-planned and pre-booked service(s) / event(s) / ticket(s) including booking and service fees transacted with us by you.
Communicable Disease: Any disease that can be transmitted from an infected individual or species to a vulnerable host, either directly or indirectly, and has been declared an emergency by a health authority.
Group: Any number of people who have made a booking with us with Booking Refund Protection in the same transaction.
Illness: A physical or mental condition confirmed by a doctor that prevents you from attending the booked event.
Immediate family: Your husband, wife, partner, civil partner, parent, child, brother or sister.
Injury: A bodily injury confirmed by a doctor that prevents you from attending the booked event.
Public Transport Network: Any mode of public transport other than public hire taxis licensed for public use on which you had planned to travel to a booked event.
Ticket: A non-refundable, authorised ticket that was purchased from us where Booking Refund Protection has been purchased at the same time as purchasing the Ticket(s).
We/us/our: The booking vendor with whom you made the booking.