Please click a topic below that is relevant to your desired question to help you find an answer:
1. Refundable Terms and Conditions / General
1.1 What circumstances are included in the Refundable Booking terms?
We provide refunds if you are unable to attend the booking due to any of the listed reasons and have provided the required evidence found in our Refundable Terms and Conditions here.
1.2 My unforeseen circumstance is not precisely listed within the Terms and Conditions, what should I do?
If your unforeseen circumstance is not exactly listed in the Refundable Terms and Conditions our Customer Experience team also consider other Emergency Circumstances at our absolute discretion and you will need to provide evidence for these circumstances.
1.3 What if I knew about my circumstance at the time I made the Booking?
If you knew about your circumstance when you made your booking or could have reasonably foreseen it, you will not be eligible for a refund under the Refundable Terms and Conditions. Refundable circumstances are unforeseen which prevent you from attending your booking.
1.4 Are COVID-19 circumstances included in the Refundable Terms and Conditions?
Yes, specific circumstances relating to COVID-19 are included in the Refundable Terms and Conditions and more information can be found on our focused COVID-19 page found here.
1.5 How do I know what supporting evidence I will require with a Refund Application?
The Refundable Terms and Conditions contain information for each circumstance and what evidence is required for the Customer Experience team to validate your refund application. Our Application Form is also intelligent so it provides you with the necessary advice for evidence. Please ensure that all evidence requirements are fulfilled otherwise your refund application may not be approved.
1.6 If my booking is cancelled by the provider, is this included?
Refundable T&Cs are only applicable for personal circumstances affecting you as the individual and therefore cancellation or delay by us and/or the supplier is not included in the Refundable T&Cs. In these cases, please follow our cancellation Terms of Sale that can be found on our website.
1.7 If my booking is cancelled by Adverse Weather, is this included?
If you cannot attend or reach your booking because a Government Agency has issued warnings not to travel which entirely prevents you from attending the Booking, then you may be eligible for a refund as long as you provide a copy of the travel warning from the Government Agency and confirmation of relevant route closures.
If your actual Booking is cancelled by the provider due to Adverse Weather then you would not be eligible for a refund under the Refundable Terms and Conditions and therefore please follow our cancellation Terms of Sale that can be found on our website.
2. Submitting a Refund Application
2.1 When can I apply for a Refund?
You can start your application for your refund any time up to your booking and you must complete your Refund Application up to 60 days after the date of your booking.
2.2 How long do I have to apply for a Refund?
You have up to 60 days after your booking date to complete your Refund Application.
2.3 How do I make a Refund Application for my Refundable Booking?
You can access the online Refund Application form through your booking confirmation email that you were provided following your original payment. Both a direct link to the form and your booking reference to open your Refund Application can be found in this email so please keep a look out for the wording titled “Refundable Bookings”.
2.4 How long does it take to complete the Refund Application Form?
The online Refund Application Form can take 5-10 minutes should you have all evidence required for your circumstance to hand. You have the ability to start the Refund Application Form, save your progress and submit your relevant evidence into the Refund Application Form at a later date should you not immediately have the evidence required.
2.5 What is my Booking Reference and how do I find this?
Your booking reference can be found in the “Refundable Bookings” section of your email confirmation.
2.6 Who processes my Refund Application?
Our dedicated Refundable Customer Experience team handle and administer refunds associated with Refundable Bookings.
2.7 How long does it take to receive my refund?
Once you have fully submitted your Refund Application and included all required evidence, the Customer Experience team will review your Application within 24 hours and if approved should be delivered to your chosen bank account within 72 hours from submission. Please keep an eye out for any emails from the Customer Experience team within this period in case further information is required to validate your Refund Application.
2.8 How does the Customer Experience team contact me?
The moment you have submitted your Refund Application, you will be emailed by a member of the Customer Experience team. You may communicate with this Customer Experience team member who will assist you with any queries you may have regarding your Refund Application.
3.1 How long does it take the Customer Experience team to review my Refund Application and reach a verdict?
Once you have fully submitted your Refund Application, the Customer Experience team will review your Application within 24 hours from submission. The Customer Experience team can reach a verdict once all required evidence has been submitted. Please keep an eye out for any emails from the Customer Experience team within this period in case further information is required to validate your Refund Application.
3.2 How long does it take for me to receive a refund?
If your Refund Application is approved, your refund should be delivered to your chosen bank account within 72 hours from submission, but most refunds actually clear within 2-3 hours from submission. Please keep an eye out for any emails from the Customer Experience team within this period in case further information is required to validate your Refund Application.
3.3 What are the timeframes for me to apply for a refund?
You can start your application for your refund any time up to your booking and you must complete your Refund Application up to 60 days after the date of your booking.
4. Technical Issues with the Refund Application Form
4.1 How can I get support with any technical issues I have with the form?
If you are experiencing difficulties, please submit a technical query using the “Ask a Question” function within the following section found within the Refund Application Form: “Got a technical problem with the form?”. Once submitted, a technical representative will be in touch.
4.2 My Booking Reference cannot be found, what do I do?
Should the online Refund Application Form not find your booking reference, a red error message will show above the Booking Reference field. Please double check the Reference inputted matches your Booking Reference found in your confirmation email and if the issue still persists, please select “Find Booking” again which will open the Refund Application Form with your unrecognised reference.
4.3 I submitted a Refund Application a while ago and have not received a response? How do I check the status of my Refund Application?
All Refund Applicants receive an email from our Customer Experience team following Refund Application submission. Please contact this Customer Experience point of contact for any queries relating to Application status. If you have not received an email, please check your junk or spam folders with your email service provider.
4.4 How can I select the right currency and amount if my bank account is not in the same currency as the booking?
You can adjust the currency of your refund application in Step 1 under the “Currency” field and select a currency in the dropdown menu.
5. Evidence & Information Required
5.1 Are you allowed to request medical details in my Doctor’s Note / Medical Certificate?
We require medical details of your illness/accident/pre-existing medical condition/pregnancy complication in your Refund Application evidence as per our Terms and Conditions (please see each evidence requirement next to each circumstance included in the T&Cs). Any refund application without these details will not be approved and our Customer Experience team will email you requesting evidence to be resubmitted with these details included.
Any medical condition provided in your evidence is treated with utmost confidentiality and are only used to review and validate your Refund Application. Our terms are made available at point of sale for you to read and accept prior to purchase, and we are entitled to include reasonable evidence requirements to protect the integrity of our service.
Our customers are presented with those terms and are able to make an informed decision prior to purchase; you are entitled to withhold your medical information however we are equally entitled to decline your refund application if the evidence requirements of our terms are not met.
5.2 Why do I need to provide evidence about my circumstance?
It’s crucial you provide the required evidence for your circumstance as detailed in our Terms and Conditions for our Customer Experience team to validate your Refund Application. We require evidence to ensure your circumstance provided is legitimate and at the time of your booking, preventing you from attending. Please read the Terms and Conditions to see the various forms of evidence accepted and details required.
5.3 How do I find out what information I need to provide?
The Refundable Terms and Conditions contains information for each circumstance and what evidence is required for the Customer Experience team to validate your refund application. Please ensure that all evidence requirements are fulfilled otherwise your refund application may not be approved.
5.4 What information is necessary on my Doctor’s Note?
Your Doctor’s note or Medical Certificate must confirm the details of your illness/accident/complication, the date your illness/accident/complication occurred, and it the note must state that it prevented you from Attending your Booking.
All the above information must be included in order to validate your Refund Application and any information as per the above missing from the Note/Certificate will be requested from the Customer Experience team once you submit your Application.
Should you be charged for your Doctor’s note, we can also include the cost of obtaining the note up to £50 GBP (or equivalent) and a receipt of payment for your note must be provided within your Refund Application.
5.5 What evidence is required if I can’t attend my Booking due to Public Transport Failure?
If you are prevented from attending your booking due to an unexpected disruption or failure of the public transport network which you could not have reasonably been aware of on or before the date of the Booking, you must submit a copy of the notice of failure or disruption of the public transport within your Refund Application. This can normally be obtained from the transport company’s website.
Please note, we do not provide refunds if there is a financial failure of any transport provider or if the provider cannot fulfil your booking due to COVID.
5.6 What evidence is required if I can’t attend my Booking due to Adverse Weather?
If you are entirely prevented from attending your booking due to weather where a Government Agency has issued warnings not to travel, you must submit a copy of the travel warning from the Government Agency and also confirmation of relevant route closures.
Please note there must be a Government Agency warning not to travel in order for you to be eligible for a refund.
We do not provide refunds if no warning has been provided by a Government Agency or if your booking itself is cancelled by us or the provider due to Adverse Weather.
5.7 What happens if I do not submit the right evidence?
If you submit your Refund Application with incorrect, incomplete, or missing evidence, our Customer Experience team will email you requesting the evidence required to complete your Refund Application. Please check your junk or spam folders with your email service provider to ensure you have not missed any communication.
5.8 Can I upload my evidence and supporting materials for my Refund Application at a later date?
Yes, you may start your Refund Application Form and choose to “save” your Refund Application without uploading evidence or all information. You may revisit your Refund Application Form and submit your evidence within 60 days after the date of your Booking. You may return to the Refund Application Form by revisiting the direct link found within your Booking Confirmation Email and submitting your email address previously inputted into the form in the field “3. Already started?”.
6. Bank Account Information
6.1 Why do I need to submit my bank account information in the Refund Application form?
We only provide refunds via bank transfer and do not store your payment details from your original purchase for refund purposes. Please input the correct home country of your bank and the bank account information required as detailed in the Refund Application Form.
6.2 Are there any alternative forms of Refund payment?
No, only bank account information can be inputted.
6.3 How do I find out my bank account information such as IBAN, SWIFT or BSB?
You can find the information requested in Step 3 of the Refund Application on your bank’s website online or often within your online banking application/portal/statement. Some of these details are generic to your bank and some details such as BSB are unique to your account. Please check on your bank’s website for further details.
6.4 I’ve received the following message “Unfortunately we are unable to retrieve bank details for the selected currency”, what do I do?
Please ensure you have the correct Home Country selected in the form. If your problem persists, please save your Refund Application and return to the Refund Application Form homepage to ask a technical question.
7. Approved Refund Applications
7.1 I have been informed that my Refund Application is approved, when should I expect my refund?
You should receive your refund within 72 hours of being notified by our Customer Experience team that your Refund Application has been approved. Please note, some banks may take longer so please get in touch with your Customer Experience team point of contact should your refund not be received within this timeframe.
7.2 I haven’t received my approved refund yet, what do I do?
Should your refund not have been received within 3 working days, please get in touch with your Customer Experience team point of contact who will provide quick assistance to your query.
8. More Information Required
8.1 The Customer Experience team have informed me I need to supply further evidence, how do I do this?
You can re-visit your incomplete Refund Application via the same link found in your booking confirmation email and upload the evidence in Step 2 of the Refund Application Form.
8.2 Why is my evidence provided not sufficient?
Our Terms and Conditions are very clear what evidence is required and what specific information you will need to provide in the evidence to validate your refund application. You can find this in each evidence section next to each circumstance.
Please ensure all information required is included otherwise your application will not be approved and further information will be requested by the Customer Experience team.
8.3 Can I re-upload to my original Refund Application Form?
Yes, you can re-upload evidence into your Refund Application Form that has already been submitted, or you can reply to the Customer Experience contact via email and attach your updated evidence.
Please note – you can access your saved Refund Application by revisiting the Application Form link found in your booking confirmation email.
9 Denied Refund Applications
9.1 I’ve been told my Refund Application has been denied, why is this?
Please read the email your Customer Experience team contact has provided you which will state the reasons for the denied Refund Application.
9.2 I’m not happy with the decision, what can I do next?
Our Customer Experience team always review each Refund Application with an open mind, however if your refund application has been denied by our Customer Experience team this is due to your circumstance not fitting within the Terms and Conditions you accepted when making a Refundable Booking. You may proceed to request a refund as per the standard refund terms of the booking from our standard Customer Service team whose details can be found on our main website where you originally made your booking.
9.3 I accept my Refund Application is denied, what are my options?
You may proceed to request a refund as per the standard refund terms of the booking from our standard Customer Service team whose details can be found on our main website where you originally made your booking.
Customer Experience FAQs – V3