RETURN TERMS

This document is an AI-assisted translation of the English document that will ultimately be used to process refund applications. The document covers several areas and applies to several territories.

You are entitled to a refund under these conditions.

(Terms in bold are explained at the end of the document, where you can check their meaning separately.)

You cannot attend the event or use your tickets for one of the reasons listed below and you can provide us with the requested documents as proof.

The following are the reasons we will consider in accordance with our general refund policy:

  • Illness or disability (including Covid)
  • Existing illness under certain conditions
  • Pregnancy complication
  • Death of a close relative
  • Public transport problems
  • Problems with flights
  • Mechanical breakdown of the vehicle
  • Weather anomalies
  • Home emergencies
  • Theft of documents
  • Dismissal of a job
  • Invitation to the jury
  • Giving evidence at a trial
  • Invitation to the armed forces or rescue missions
  • Changes to shifts
  • Changes to test dates

 

If your booking is cancelled or postponed by your provider, you should contact our customer services team directly.

See our contact details in your booking confirmation or on our website.

In addition to the above, we may, at our discretion, also take into account other situations that are not caused by you.

You should read the general terms and conditions and the section below on individual return reasons to understand what is covered and what we cannot cover.

General return conditions

  • All returns will be processed at our discretion.
  • The reason for a possible refund must not be foreseeable at the time of the booking/purchase.
  • We will not refund your money if you bought tickets incorrectly or if you no longer want or need them.
  • If your booking or event is cancelled, postponed and/or cannot be fulfilled by your provider, please contact our Customer Services team or your provider directly.
  • You must make all arrangements for your participation in the event/reservation, including any necessary travel or documentation and the time of your participation.
  • We will not reimburse you for your purchase if you are worried about getting Covid or if your plans are affected by Covid restrictions.
  • We may request reasonable additional evidence to support your application, which may include proof of eligibility and intent to participate.
  • You will be asked to provide supporting documents at your own expense and a copy of the booking confirmation.
  • You will be asked to provide your bank account details so that we can make the refund directly to the bank account of your choice.
  • Please note that the value of the refund is limited per transaction and we will not refund you any amount in excess of USD 15,000 (fifteen thousand US dollars) or the equivalent in local currency.
  • If your refund request is rejected because you have given the wrong reason for the refund, we have the discretion to consider any subsequent refund requests for the same booking.

Requesting a refund

You can request a refund by clicking on the link in your order confirmation email or by clicking here. The application can be completed up to 60 (sixty) days after the event.

 

Illness/injury/injury  means illness or accidental injury to the person booked or to a person who was to attend the event with the tickets you purchased or to a member of your household.
What we do not return If you cannot prove that the person is part of the group that is due to attend the event.

Telephone or online consultations.

If you have not been examined by a doctor before the day of the event.

Circumstances that cannot be foreseen and circumstances where the event is more than two months in the future.

Evidence required A doctor’s certificate or medical certificate confirming:

  • Details of the illness or injury;
  • The date on which the accident occurred or the illness was first diagnosed;
  • that it prevents the person from participating; and
  • Proof of relationship if the person is a member of your household but not attending the event.

 

Existing disease means a physical or mental health condition that you already had at the time of purchase and which would not normally prevent you from participating.
What we do not return If your pre-existing medical condition would normally prevent you from participating in the event.

Telephone or online consultations.

Circumstances that are unpredictable and the event is more than two months in the future.

Pre-existing medical conditions of a person who is not a member of the group due to their participation in the event.

Evidence required A doctor’s certificate or medical certificate confirming:

  • Details of the disease;
  • the date on which the situation changed so that participation is no longer possible; and
  • That it prevents the person from participating.

 

Pregnancy complication means a pregnancy complication that you were not aware of when you bought your tickets and which prevents you from attending the event.
What we do not return Normal pregnancy.
Evidence required A doctor’s certificate or medical certificate confirming:

  • Details of the complication;
  • the date of occurrence of the complications; and
  • That it prevents the person from participating.

 

Death means your death at any time before the event or the death of your close relative or a member of a group who is due to attend the event up to 35 days before the date of the event.
What we do not return If you cannot prove that the person was your immediate family or a member of a group that was supposed to attend the event.
Evidence required Death certificate.

Proof of relationship.

 

Public transport problems means an unexpected disruption or failure of the public bus, train, tram or ferry network that could not have been foreseen before the day of the event.
What we do not return Bankruptcy of a transport service provider.

Congestion or road closure.

Evidence required Confirmation of failure or interruption of public transport (this is usually available on the transport company’s website).

 

Problems with flights means a cancellation or significant delay of a flight (or flights) of which you were unaware before the date of booking and which prevents you from attending your event.
What we do not return Flights are not refunded through this service, please contact Customer Service.

If you were aware of the disruption before the date of booking and did not make reasonable and suitable alternative travel arrangements.

Airline bankruptcy.

If the purpose or reason for which you booked the flight to attend has changed or been cancelled.

If you haven’t allowed enough time between flights.

If you have only booked a standby seat for a flight.

Evidence required A copy of your ticket and the airline’s notice of cancellation or interruption.

 

Mechanical breakdown of the vehicle means a mechanical breakdown, accident, fire or theft in the 24 hours before the event in the vehicle you were planning to travel in.
What we do not return If you did not leave enough time to travel to the event.

If you have not made reasonable alternative arrangements to attend the event.

The vehicle you plan to use during the event.

Evidence required Breakdown – workshop documentation.

Theft – copy of the criminal complaint

 

Weather anomalies means a weather condition in which an authority or meteorological service has issued a warning that prevents you from participating in the event.
What we do not return Weather situations for which the authorities have not issued a warning.
Evidence required A copy of the warning issued by the authorities.

Confirmation of relevant route closures.

 

Home Emergency means a burglary, fire, malicious damage or flood that occurs in your main private residence within 48 hours immediately before the booking is made.
What we do not return Any domestic emergencies for which you cannot provide the evidence listed below.
Evidence required Burglary, flood, malicious damage – Police reference number or proof of claim to your home insurance company.

Fire – Fire and/or police report.

 

Home emergencies means a burglary, fire, malicious damage or flood that occurs in your main private dwelling within 48 hours immediately before the event.
What we do not return Any domestic emergencies for which you cannot provide the evidence listed below.
Evidence required Burglary, flood, malicious damage – Criminal report or proof of claim to your home insurance company.

Fire – Fire and/or police report.

 

Theft of documents means the theft of a document required for participation in an event that cannot be replaced in time for the event.
What we do not return If the documents can be replaced before the event.

Lost documents.

Evidence required A police report or criminal complaint to confirm the theft, dated within 24 hours of the theft.

An email from the service provider confirming that they cannot refund/renew tickets.

 

Moving for work means a requirement imposed on you by your current employer that requires you to move, of which you are not aware at the time of booking. The move may be temporary or permanent and must be to a location that makes the travel requirement unreasonable for you to attend the event.
What we do not return Participation in business meetings and business trips.

Any temporary transfer for work purposes must be for a minimum period of 3 months.

Voluntary relocation or if you change employer for a new job.

If you are the owner or registered manager of a business or a member of your family is.

Evidence required Confirmation from your current employer confirming the details of your move.

Proof of residence at the new address.

 

Termination of employment means that you are suddenly dismissed by an employer who has employed you full-time and on a permanent basis for at least two years.
What we do not return You’ll disconnect yourself.

For example, you will be dismissed following a warning or for a similar reason.

If you are the owner or registered manager of a business or a member of your family is.

Evidence required Notice of dismissal by the employer.

Proof that you have been in the job for more than two years.

 

Invitation to the armed forces or rescue missions means that you will be called back to work as a member of the armed forces, reserve or civil protection on the day of the event, or you will be posted abroad and unable to attend the event.

 

What we do not return Normal shifts in these positions or denied leave requests.
Evidence required A note from your commanding officer or supervisor confirming that you have been called to work or to serve.

 

Invitation to the jury means an invitation to participate in a jury service on the day of an event that you were not aware of at the time of purchase.
What we do not return Any jury service for which you cannot provide the evidence listed below.
Evidence required A copy of the notice requesting jury service.

 

Giving evidence in court means that you will be called as a witness in court on the day of an event that you were not aware of when you made the purchase.
What we do not return All court summonses in which you are not present as a witness, including civil and criminal proceedings in which you are a party to the case as a plaintiff or defendant.
Evidence required a copy of the invitation to testify.

 

Changes to test dates means an unforeseen change of the test date to an event date(s) for which you have already registered.
What we do not return If you have previously failed an exam and had to retake it.

When the test is organised by a commercial company.

Evidence required A copy of the notice from the examination board, school, college or university confirming the change of date.

 

All other exceptional situations means an unforeseeable circumstance that is not entirely within your control and not due to you and that prevents you from participating fully in the event. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider a refund in all such circumstances, but we are under no obligation to refund.
What we do not return If our Customer Experience team decides that an exceptional situation does not qualify for a refund.

Any changes to your work schedule (other than special situations listed in the sections of these terms and conditions entitled “Due to removal work” or “Call to the armed forces or rescue services”).

Evidence required Any evidence requested by our customer experience team to prove the exceptional situation.

 

Exclusions (reasons why we cannot refund you).

We will not refund you if you are unable to attend an event for the reasons listed below:

  • Communicable diseases;
  • Landslides, volcanic eruptions, tsunamis, earthquakes, war, hostilities, terrorism, civil unrest, strikes and industrial action, imprisonment, repatriation, deportation, toxic biological agents, radioactivity, cyber incident or cyber law or confiscation of state property.
  • Naturalisation, visa, test-tube fertilisation or other appointments.
  • Failure to comply with any law.
  • Reservations originating in China, Cuba, Iran, North Korea, Sudan, Syria and/or Syria (this list may be amended and/or supplemented from time to time).
  • If they are subject to sanctions, prohibitions or restrictions under United Nations resolutions or trade or economic sanctions, laws or regulations of the European Union, the United Kingdom or the United States of America.
  • If there is another paying party.
  • If more than 18 (eighteen) months have elapsed between the original date of the event and the date of the event.

 

Definitions

The following words or expressions have the meanings given below when they appear in bold in this document:

  • We/we/our/our“: means the party responsible for the refund and refers to the intermediary from whom you have made the purchase and/or the authorised third party that manages the refund.
  • You/your/yourself“: means the person who has made a reservation/purchased tickets for which he/she has purchased a refund guarantee, alone or as part of a group.
  • defence forces‘: navy, marines, army or air force.
  • Participate“: means to take part in, contribute to, use and/or be present.
  • Reservation/Event/Purchase” means a service/event/event/flight/flights/tickets/tickets planned and booked in advance for which you have purchased a refund guarantee.
  • communicable disease‘ means a disease that can be transmitted from an infected person or species to a susceptible host, either directly or indirectly, and which has been declared an emergency by a health authority.
  • Doctor” means a qualified medical practitioner who is registered and licensed by the authorities. The doctor cannot be you or a member of your family.
  • Emergency services‘ means the police, fire and rescue services or other emergency services.
  • Group“: means all persons who are to participate in the booking/event.
  • Immediate family” means a husband, wife, partner, parent, child, sibling, grandparent, spouse and children of a parent.
  • household‘ means all persons living in the same family unit, not necessarily related by blood, who have a reciprocal, natural and/or moral obligation to support each other and who also support each other. This does not include persons who simply live on the same premises, such as tenants, residents and/or friends.
  • Paying Party“: means an organisation or body that has a legal obligation to compensate you for the failure of the service and against whom you have a right to compensation.
  • Service Provider“: means the company or organisation responsible for carrying out the booking/event.

 

IMPORTANT

  • The translation of this document from English into another language is for information and assistance purposes only. When considering applications for refund, the English version will be the basis for any decision.
  • We will give full discretionary consideration to any justification and/or supporting documentation you provide in support of your refund application.
  • We are not an insurer and this is not an insurance policy. Refunds cannot therefore be guaranteed.
  • A refundable booking is a voluntary addition to our standard terms and conditions of sale and purchase, which entitles you to a refund in certain circumstances, as set out in this document.

 

v9.1 Extended