Refundable Wording

You may be eligible to receive a refund if…

(Certain words in this document are in bold for clarity, and their meanings have been defined later in this document)

‍You cannot Attend your Booking due to any of the reasons listed below, and You have provided us with the evidence requested.

We consider the following reason, subject to our General Conditions of Refund:

• Illness / Injury (including Covid)
• Pre-existing Medical Condition
• Pregnancy Complication
• Death of an Immediate Family Member
• Public Transport Failure
• Flight Disruption
• Transport Breakdown 
• Severe 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 the Booked Event is cancelled or postponed by the provider, You should contact Our Customer Service team directly. 

We may in addition to the above, consider other Emergency Circumstances at our discretion.

You must read the General Conditions of Refund, and the individual reasons section below to understand what we may or may not cover.

General Conditions of Refund

• All refunds are considered within our discretion.
• Any reason for a refund must not have been foreseeable when You made the Booking.
• We do not refund You if You made Your Booking in error, or if it is no longer wanted or needed.
• If the Booked Event is cancelled, postponed and/or cannot be fulfilled by the Provider, please contact our Customer Service team directly for further advice about your Refund.
• You must make all necessary arrangements to Attend the Booked Event, including arranging any necessary travel or documents, and allowing suitable travel time.
• We don’t refund You where You are worried about a Covid infection 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 the Booked Event.
• 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  we can make the refund payment directly to Your chosen bank account.
• Please note that there is a maximum refund value per transaction, and We will not refund You for an amount which exceeds $15,000 (fifteen thousand US Dollars) or local currency equivalent. ‍
• Should Your refund application be rejected due to You providing the wrong reason for refund, We may, in our discretion, consider any subsequent refund application submitted in respect of the same Booking.

Requesting a Refund

To apply for a Refund, simply click on the link in Your booking confirmation email. The application may be completed up to 60 (sixty) days after the Booking.

Illness / Injury

Illness / Injury  means an Illness or accidental Injury to a person in the Booking or someone in Your Immediate Household.

‍What we do not refund: Where You cannot provide evidence that the person affected is within the Group due to Attend the Booked Event. Telephone or online consultations. Where You have not been physically examined by a Doctor before the date of the Booked Event. Unpredictable conditions that are unpredictable and circumstances where the Booked 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 the Booked Event; and
• Proof of relationship if the person is not in the Booking.

Pre-existing Medical Condition

Pre-existing Medical Condition: means a physical or mental health condition that You already had when You made the Booking that would not usually prevent You Attending the Booked Event.

‍What we do not refund: Where guidelines for Your pre-existing medical condition would usually prevent You from Attending the Booked Event. Telephone or online consultations. Unpredictable conditions that are unpredictable and the Booked Event is more than two months in the future.Pre-existing medical conditions of someone not in the Group who is Attending the Booked Event.

Doctor’s note or Medical Certificate confirming:

• Details of the illness;
• The date it changed; and
• That it prevents the person from Attending the Booked Event.

Pregnancy Complication

Pregnancy Complication: means a complication of pregnancy You were unaware of when Booking and which means You cannot Attend the Booked Event.

‍What we do not refund: Normal Pregnancy.

‍Evidence required: Doctor’s note or Medical Certificate confirming:

• Details of the complication;
• The date it occurred; and
• That it prevents the person from Attending the Booked Event.

Death

Death: means Your death any time prior to the Booked Event or the death of an Immediate Family Member or any person(s) in the Group due to Attend, within 35 days of the Booked Event.

‍What we do not refund: Where You cannot provide evidence that the person was Your Immediate Family Member or in the Group due to Attend the Booked Event.

‍Evidence required:

• A death certificate.
• Proof of relationship.

Public Transport Failure

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 Booked Event.

‍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 usually be obtained from the transport company’s website).

Flight disruption

Flight disruption: means cancellation or significant delay of flight(s) which You were unaware of before the date of the Booked Event, that prevents You from Attending the Booked Event.

‍What we do not refund: If Your flight is the Booked Event 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 Booked Event 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 to Attend the Booked Event has been altered or 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.

Transport Breakdown

Mechanical Breakdown: means in the 24 hours prior to the Booked Event, the mechanical breakdown accident, fire or theft of a car, motorcycle, taxi, minibus or coach taking You to the Booked Event.

‍What we do not refund: If You did not leave sufficient time to travel to the Booked Event. If You did not make reasonable alternative arrangements to Attend the Booked Event. Any vehicle You plan to use during the Booked Event.

‍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.

Severe Weather

Severe Weather: means weather where a Government Agency has issued warnings not to travel which means You cannot Attend the Booked Event.

‍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

Home Emergency: means a Burglary, Fire, Malicious Damage or Flood at Your main private residence within 48 hours immediately before the Booked Event.

‍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 submitting a claim to Your home insurance company.
• Fire – A report from the fire service and/or police.

Theft of Document(s)

Theft of Document(s): means the theft of a document necessary for the Booked Event, which cannot be replaced in time for the Booked Event.

‍What we do not refund: If the documents can be replaced in advance of the Booked Event or on the day of the Booked Event. Lost documents.

‍Evidence required: ‍

• A police report or crime number to confirm the theft was dated within 24 hours of the Booked Event. (Self-declaration not accepted)
• An email from the Booking agent confirming they are unable to replace/re-issue the tickets.

Relocated for Work

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 Attend the Booked Event 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 when you are changing employers for a new role. Where You are the business owner or registered Director, or where a member of Your family is.

‍Evidence required: ‍

• A letter from Your current employer on a company letterhead confirming the relocation details.
• Evidence of living at the new address.

Workplace Redundancy

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: ‍

• An official  letter of compulsory redundancy from Your employer.
• Evidence that You have been in this employment for over two years.

Armed Forces & Emergency Services Recall

Armed Forces & Emergency Services Recall: means You as a member of the ArmedForces, ReserveArmedForces or  EmergencyServices are recalled to work on the date of the  Booked Event or are posted overseas and cannot Attend the Booked Event.

‍What we do not refund: You were aware of or had scheduled work on the date of the Booked Event, prior to making the Booking.You made an unsuccessful request for annual leave for the date of the Booked Event.

‍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

Jury Service: means a summons for You to Attend Jury Service over the date of the Booked Event 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

Court Summons: means You are summoned to appear as a witness in court proceedings on the day of the Booked Event, which You were unaware of at 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

Changes to Examination Dates: Means an unforeseen change to the date of an examination for which You were already registered, resulting in a conflict with the date(s) of the Booked Event.

‍What we do not refund: 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 date change.

Emergency Circumstances

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

‍What we do not refund: Anything which our Customer Service 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 Service Team to verify the emergency circumstances.‍

Exclusions (reasons for which we do not refund You)

We do not refund for non-attendance of a Booked Event directly or indirectly associated with any of the following:

• Communicable Disease.
• Any actual or perceived wildfires, volcano eruptions, tsunamis, earthquakes, war, hostilities, terrorism, civil commotion, strikes and industrial action, imprisonment, repatriation, deportation, poisonous biological materials, radioactivity, Cyber Incident or Cyber Act, or state property seizure.
• Naturalisation, visa, in-vitro fertilisation, or any other appointments.
• Failing to comply with any law.
• Any Booking emanating from China, Cuba, Iran, North Korea, Russia, Sudan and/or Syria (this list may be amended and/or supplemented occasionally).
• 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.
• Where there is another Paying Party.
• If it exceeds 18 (eighteen) months from the date originally booked to the conclusion of the transacted event.

Definitions

The following words or phrases have the meaning as set out below wherever they appear in bold in this document:

• “We/Us/Our /Ours”: means the Party responsible for the refund and refers to the Booking agent with whom You have made the Booking and/or the authorised third party who administers the refund. 
• “You/Your/Yourself”: means the person who has made a Booking alone or as part of a group with Us.
• “Armed Forces”: means any Naval Service, Marine, Army or Air Force.
• “Attend” or “Attending”: means to participate in, take part in, use, and/or be present at.
• “Booking” or “Booked Event”: means 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 been designated an emergency by any health authority.
• “Doctor”: means 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”: means Police, Fire and Rescue Services, Ambulance or other Emergency Services.
• “Group”: means any person that is due to Attend the Booked Event.
• “Immediate Family Member”: means Your husband, wife, partner, parent, child, sibling, grandparent, or stepfamily.
• “Immediate Household”: means all people living in the same family unit, not necessarily blood-related, who have a reciprocal, natural, and/or moral duty to, and do, provide support for one another. This does not include persons merely sharing the same general quarters, such as tenants, occupiers, and/or friends.
• “Paying Party”: means any organisation or body that has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund.
• “Provider: means the company or organisation that is responsible for running the Booked Event.

IMPORTANT

• This document's translation from English to another language is only for assistance and information purposes. In the event of a refund application, the English-language version shall be the basis of any settlement.
• A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, under which You are eligible to receive a refund for certain, defined circumstances outlined in this document.

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