Understanding the terms & conditions of your refundable booking upgrade

Life happens. And sometimes plans are disrupted unexpectedly. That's why we’re here to help.

The below breaks down everything you need to know to get started with your refund application: from what is considered valid refund reasons to the documentation you'll need during the refund application process, what the refundable booking upgrade service is not for, and what will not be considered a valid refund reason.

Certain words are in bold for clarity, and their meanings have been explained in “Definitions”.

What this Service IS for

This service is designed to give You peace of mind when unexpected emergencies happen.

You may be eligible to receive a refund if ‍You cannot Attend Your Booking due to any of the reasons listed below, and You can provide Us with the required evidence.

We consider the following refund reasons, subject to Our General Conditions of Refund:

Illness / Injury
Pre-existing Medical Condition
Pregnancy Complication
Death
Public Transport Failure
Flight Disruption
Transport Breakdown
Severe Weather
Home Emergency
Theft of Documents
Relocated for Work
Workplace Redundancy
Armed Forces and Emergency Services Recall
Jury Service
Court Summons
Changes to Examination Dates

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

You must read the “General Conditions of Refund”, the “Refund Reasons and Requirements”, as well as the “General Refund Limitations” below to understand what We may or may not consider a valid refund reason.

General Conditions of 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 may require additional reasonable evidence 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, and a copy of the Booking Confirmation at Your own expense.
You will be asked to provide Your bank account details so We can process 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 $15,000.00 (fifteen thousand US Dollars) or local currency equivalent. ‍

Refund Reasons and Requirements

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

We believe in providing You with the information You need to gain peace of mind during the refund application process. Below, We’ve laid out the exact details for each refund reason, as well as the evidence required to apply for a refund.

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.
Where You have not been physically examined by a Registered Medical Doctor before the date of the Booked Event.
Where consultations are conducted online.
Unpredictable situations and circumstances where the Booked Event is more than two months in the future, and You are not yet certain You cannot Attend.

‍Evidence required

Registered Medical Doctor’s note or medical certificate confirming:

The details of the illness / injury;
The date it first occurred;
That it prevents the person from Attending the Booked Event; and
Proof of relationship if the person affected 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 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.
Where You have not been physically examined by a Registered Medical Doctor before the date of the Booked Event.
Where consultations are conducted online.
Where the change in the pre-existing medical condition is unpredictable, and the Booked Event is more than two months after the change of the pre-existing medical condition.
Pre-existing medical conditions of someone not in the Group who is Attending the Booked Event.

‍Evidence required

Registered Medical Doctor’s note or medical certificate confirming:

Details of the pre-existing medical condition;
The date it changed; and
That it prevents the person from Attending the Booked Event.

Pregnancy Complication

Pregnancy Complication means a complication while pregnant that You were unaware of when making the Booking, preventing You from safely Attending the Booked Event.

‍What We do not refund:

Normal pregnancy.
Complications You were aware of at the time of making the Booking.

‍Evidence required

Registered Medical 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 45 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 copy of Your death certificate, or that of Your Immediate Family Member or the person in the Group due to Attend the Booked Event who has passed.
Proof of relationship.

Public Transport Failure

Public Transport Failure means an unexpected disruption or failure of the public bus, train, tram or ferry network which was unforeseeable 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 disruption or failure of the public transport. This can usually be obtained from the transport company’s website.

Flight Disruption

Flight Disruption means a 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 by the Provider, Your refund will not be paid through this service. Please contact their Customer Service team directly for further advice on Your Refund.
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 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.
The notice of cancellation or disruption from the airline.

Transport Breakdown

Transport Breakdown means the mechanical breakdown, accident, fire or theft of a car, motorcycle, taxi, minibus or coach taking You to the Booked Event, that occurred within 24 hours prior 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.
Where a breakdown, accident, fire or theft occurs on any vehicle related to the Booked Event or that You plan to use during the Booked Event.

‍Evidence required

For a vehicle breakdown, a copy of the call-out note from a national breakdown recovery service.
For an accident, fire, or theft of a vehicle, an incident number or report from the police or relevant traffic authority.

Severe Weather

Severe Weather means adverse weather conditions where a government agency has issued warnings not to travel, preventing You from Attending the Booked Event.

‍What We do not refund:

Adverse weather conditions with no government agency warnings not to travel.

‍Evidence required

A copy of the travel warning issued by the government agency.
Confirmation of relevant route closures.

Home Emergency

Home Emergency refers to 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:

Where You cannot provide the required evidence.

‍Evidence required ‍

For a burglary, flood, or malicious damage, a police reference number or evidence from submitting a claim to Your home insurance company.
For a 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 could have been replaced ahead of or on the day or the Booked Event.

‍Evidence required ‍

A police report or crime number to confirm the theft was dated within 24 hours of the Booked Event. A self-declaration will not be accepted.
An email from the Provider 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, with whom You are permanently employed full-time, unknown to You at the date of making the 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 for a period that is less than 3 months.
Voluntary relocation.
Where You are changing employers for a new role.
Where You or a member of Your family are the business owner or a registered Director.

‍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 refers to a mandatory redundancy process, where You are unexpectedly made redundant by Your employer with whom You have been permanently employed full-time for a period of at least 2 years.

Application terms

Applications may be submitted or resubmitted within 2 months of the Booked Event date, provided updated and relevant evidence is supplied to show continued unemployment.

What We do not refund:

Where You volunteer for redundancy.
Where You are dismissed from employment.
Where You or a member of Your family are the business owner or a registered Director.

Evidence required

An official letter from Your employer, confirming You were part of a mandatory redundancy process.
Evidence that You have been in this employment for a period of at least 2 years.
Bank statements showing that You have not received a salary since the redundancy date (required if the Booked Event date is more than 6 months after redundancy).

Armed Forces and Emergency Services Recall

Armed Forces and 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 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, showing that this was not Your original schedule.

Jury Service

Jury Service refers to when You are summoned 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:

Where You cannot provide the required evidence.
Jury service You were aware of at the time of making the Booking.

‍Evidence required

A copy of the official jury summons letter.

Court Summons

Court Summons refers to when 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 where 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 official court summons.

Changes to Examination Dates

Changes to Examination Dates refers to 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 the notice of change from the examination body, school, college, or university, confirming the date change.

Emergency Circumstances

Emergency Circumstances refers to any unforeseen circumstance completely outside Your control and of no fault of Yours that completely prevents You from Attending the Booked Event, not included in the list of valid refund reasons. The decision to refund is entirely at the discretion of Our Customer Service team. We will consider these circumstances on a case by case basis, 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 refund.
Changes in work schedule.
Any circumstance listed in the sections above for which We do not refund.

‍Evidence required

Any evidence requested by Our Customer Service team to verify the emergency circumstances.

What this Service is NOT for

To ensure complete clarity right from the start, We have outlined the circumstances in which You will not be eligible for a refund:

Booking mistakes

If You selected the wrong date, purchased the wrong tickets, reserved extra tickets in error, or made a Booking in error that is no longer wanted or needed, You will not be eligible for a refund under this refundable booking upgrade. If you have made a Booking mistake, please contact the Provider directly. Their customer service team may be able to help you edit, exchange, or update Your Booking.

Organiser changes

If Your Booked Event is cancelled, postponed, rescheduled, or otherwise cannot be fulfilled by the Provider, You will not be eligible for a refund under this refundable booking upgrade. In these circumstances, please contact the Provider directly. Their customer service team may be able to help you and provide guidance on Your refund or rebooking options.

General Refund Limitations

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

Where You are worried about a Communicable Disease such as Covid infection or where Your travel plans are affected by restrictions related to that Communicable Disease.
Any actual or perceived wildfires, volcano eruptions, tsunamis, earthquakes, wars, hostilities, terrorism, civil commotion, strikes and industrial action, imprisonment, repatriation, deportation, spread of poisonous biological materials, radioactivity, cyber incidents or cyber acts, or state property seizure.
Naturalisation, visa, or any other appointments.
Failing to comply with any law.
Any Booking emanating from 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.

Definitions

The following words or phrases have the meaning as set out below wherever they appear in bold in these terms & conditions:

“We” / “Us” / “Our” / “Ours” means the party responsible for the refund, 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 division.
“Attend” / “Attending” means to participate in, take part in, use, and/or be present at.
“Booking” / “Booked Event” means the pre-planned and pre-booked service(s) / event(s) / flight(s) / ticket(s) / accommodation(s) transacted with Us by You.
“Communicable Diseases” 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, a colleague or an Immediate Family Member.
“Emergency Services” means Police, Fire and Rescue Services, Ambulance or other Emergency Services.
“Group” means any person within a Booking party, 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 to Know

These terms & conditions may be translated from English to another language for assistance and informational purposes only. 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 defined, valid refund reasons outlined in the sections above.

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