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.

The following are reasons we consider, subject to our General Conditions of Refund:

 

If Your Booking is cancelled or postponed by the provider, You should contact Our Customer Service team directly.

Please see Your Booking confirmation or our website for our contact details.

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 at the time 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 Your Booking 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 arrangements to Attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.
• We don’t refund You 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.
• 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 advancing 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 or click here. The application may be completed up to 60 (sixty) days after the Booking.

 

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 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 circumstances where 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; and Proof of relationship if the person is not in the Booking.

 

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 someone not in the Group due to Attend the Booking.
Evidence required	Doctor’s note or Medical Certificate confirming: Details of the illness; The date it changed; and 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; and 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 Booking, 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  Your Immediate Family Member 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.

 

Exclusions (reasons for which we do not refund You)

We do not refund for non-attendance of a Booking 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 from time to time).
• 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”: means to participate in, take part in, use, and/or be present at.
• “Booking”: 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 or other Emergency Services.
• “Group”: means any person that is due to Attend the Booking.
• “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 who 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 the running of the Booking.

 

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, in terms of which You are eligible to receive a refund for certain, defined circumstances as outlined in this document.

 

v9.1 Extended