To apply for a Refund simply click on the link in your booking cancelation email, or click here.
| Illness / Injury | means an Illness or accidental Injury to a person in theBookingor anImmediate Relative. |
| What we do not refund | Where you cannot provide evidence that the person affected is within theGroupdue toAttendtheBooking.
Telephone or online consultations. WhereYouhave not been physically examined by a Doctor prior to the date of theBooking. Conditions that are unpredictable and the event is more than two months in the future. |
| Evidence required | Doctor’s note or Medical Certificate confirming:
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| 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 YouAttending. |
| What we do not refund | Where guidelines for Your pre-existing medical condition would normally prevent YoufromAttendingthe Booking.
Telephone or online consultations. Conditions that are unpredictable and the event is more than two months in the future. |
| Evidence required | Doctor’s note or Medical Certificate confirming:
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| Pregnancy Complication | means a complication of pregnancy You were unaware of whenBookingand which means You cannotAttendthe Booking. |
| What we do not refund | Normal Pregnancy. |
| Evidence required | Doctor’s note or Medical Certificate confirming:
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| Death | means Your death any time prior to the Booking or the death of an ImmediateFamily member or any person(s) in the Group due toAttendthe event, up to 35 days prior to the date of theBooked event. |
| What we do not refund | Where you cannot provide evidence that the person was within YourImmediate Familyor in theGroupdue toAttendtheBooking. |
| 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) whichYouwere unaware of before the date of the Booking,that preventsYoufromAttendingYourBooking. |
| What we do not refund | IfYourflight isYourBookingand 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 whichYoubookedYourflight in order toAttendhas altered or been cancelled. |
| 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 theBooking.
If You did not make reasonable alternative arrangements toAttendthe 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 cannotAttend. |
| 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 whichYoucannot 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 theBooking. |
| What we do not refund | If the documents can be replaced in advance of the Booking or on the day.
Lost documents. |
| Evidence required |
|
| Relocated for Work | means a requirement to move address imposed on You by Yourcurrent 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 toYourBookingunreasonable. |
| 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. WhereYouare the business owner or registered Director, or a member ofYourfamily is. |
| Evidence required | A letter fromYour current employer confirming the relocation details.
Evidence of living at the new address. |
| Armed Forces & Emergency Services Recall | meansYouas a member of the ArmedForces,ReserveArmedForcesor EmergencyServices are recalled to work on the date of the Booking or are posted overseas and cannotAttendthe Booking.
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| 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 fromYour 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 toAttendJury Service over the date of the Booking of which You were unaware at the time of making theBooking. |
| What we do not refund | Any Jury Service for whichYoucannot 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 Yourcontrol and of no fault of Yours. 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. |
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