Covid-19…

The ongoing pandemic has led to many questions from our customers on whether they can get a refund for their booking for reasons associated with Covid-19.

We do provide refunds for a range of reasons linked to Covid-19, so here we have tried to give some clarity on refunds we can pay…

Infection…

If you are infected with Covid-19 within 7 days of the start of your booking that can be supported by evidence of a positive PCR test result, carried out at an authorized laboratory and carrying a QR or bar code that can be verified, we can refund you.

Isolation…

If someone within your Immediate Household, becomes infected with Covid-19, meaning you have to isolate or shield according to the law of the appropriate national government, supported by evidence of positive PCR test or government communication of isolation.

Pre-existing medical condition…

If you have a significant change in your pre-existing medical condition in the 7 days immediately prior to attending your booking, and a Doctor recommends you do not attend due to the risk of exposure to Covid-19, we can refund you.

Shielding…

If someone in your household has tested positive for Covid-19 within 7 days of the start of your booking and has evidence of that test, or if you have a change in a pre-existing medical condition, you may need to shield, and we can refund you.

Hospitalisation or Death…

If someone in your immediate family is hospitalised, or has died due to Covid-19, within the 14 days before the start of your booking and you have evidence, we can refund you.

What we can’t pay…

We cannot pay refunds where you are concerned about catching Covid-19 or are self-isolating without a positive Covid-19 test in your household or family.

We also cannot pay refunds for any travel restrictions caused by measures to control the spread of Covid-19.

Our refunds are always considered subject to the entirety of our terms (available to read here), requiring the presentation of appropriate evidence, on an entirely discretionary basis, and we offer no unconditional guarantee of refund.