Cancellation Policy

Illness / Inury

Means an illness or accidental injury to a person in the booking or an immediate relative.

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 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 if first occurred,
• That it prevents the person from attending,
• proof of relationship.

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.

Evidence required

Doctor’s not or Medical Certificate confirming:

• Details of the illness,
• The date it changed,
• 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 not or Medical Certificate confirming:

• Details of the complication,
• The date it occurred,
• 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 event, 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 within your immediate family of 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 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 you cancel or postpone it, your refund will not be paid through this service.
• 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.

Evidence required

A copy of your airline ticket and notice of cancellation or disruption form 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 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.  (Self-declaration not accepted).
• An email from the booking agent confirming they are unable to replace / re-issue the documents / 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.

Armed Forces & Emergency Services Recall

Means you as a member of the Armed Forces, Reserve 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 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

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 and educational board).

Evidence required

A copy of a notice from the examination body, school, college, university confirming the change of date.

Emergency Circumstances

Means an unforeseen circumstance completely outside your control 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 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.