You may be eligible to receive a refund if…​

You cannot Attend your Booking due to any of the reasons listed below, and You have provided us with the evidence requested.

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The following are reasons we consider, subject to our General Conditions of Refund:

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• Illness / Injury (including Covid)

• Pre-existing Medical Condition

• Pregnancy Complication

• Death of Immediate Family

• Public Transport Failure

• Flight disruption

• Mechanical Breakdown

• Adverse Weather

• Home Emergency

• Theft of Documents

• Workplace Redundancy

• Jury Service

• Court Summons

• Armed Forces & Emergency Services Recall

• Relocated for Work

• Changes to Examination Dates

If Your Booking is cancelled or postponed by the provider, you should contact Our Customer Service team directly.

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Please see Your Booking confirmation or our website for our contact details.

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

You must read the General Conditions of Refund, and the individual reasons section below to understand what we may or may not cover.

​General Conditions of Refund​

• All refunds are considered within our discretion.

• Any reason for a refund must not have been foreseeable at the time

You made the Booking.

• We do not refund You if You made Your Booking in error, or if it is no longer wanted or needed.

• If Your Booking is cancelled, postponed and/or cannot be fulfilled by theProvider, please contact our Customer Service team directly for further advice about your Refund.

• You must make all arrangements to Attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.

• We don’t refund You where You are worried about catching Covid or where Your travel plans are affected by Covid restrictions.

• We may ask for any reasonable additional evidence required to support your application, which may include proof of eligibility and intent to Attend.

• You will be asked to provide supporting evidence 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 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 (fifteen thousand US Dollars) or local currency equivalent.

• Should Your refund application be rejected due to You advancing the wrong reason for refund, we may, in our discretion, consider any subsequent refund application submitted in respect of the same Booking.

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Requesting a Refund​

To apply for a Refund simply email us at [email protected], and insert your OrderID found within the Refundable Tickets section of your booking confirmation email.

​Illness / Injury ​

means an Illness or accidental Injury to a person in the Booking
or someone in Your Immediate Household.

Evidence required​

Doctor’s note or Medical Certificate confirming:

• The details of the illness or injury;

• The date it first occurred;

• That it prevents the person from Attending; and

• Proof of relationship if the person is not in the Booking.​

• (Receipt required for Doctor’s note refund up to $100 or equivalent)

​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 theBooking.

• Conditions that are unpredictable and circumstances where the event is more than two months in the future.​

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.

Evidence required​

Doctor’s note or Medical Certificate confirming:

• Details of the illness;

• The date it changed; and

• That it prevents the person fromAttending.​

• (Receipt required for Doctor’s note refund up to $100 or equivalent)

​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.​

• Pre-existing medical conditions of someone not in the Group due to Attend the Booking.

Pregnancy Complication​

means a complication of pregnancy You were unaware of when Booking
and which means You cannot Attend the Booking. ​

Evidence required.

Doctor’s note or Medical Certificate confirming:

• Details of the complication;

• The date it occurred; and

• That it prevents the person from Attending.

• (Receipt required for Doctor’s note refund up to $100 or equivalent)

​What we do not refund​

Normal Pregnancy.

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 Booking, up to 35 days prior to the date of the Booked event.

​Evidence required​

• A death certificate.

• Proof of relationship.

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 Booking.

​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 the Booking.

Evidence required​

Confirmation of failure or disruption of the public transport. (This can normally be obtained from the transport company’s website).

​What we do not refund ​

If there is a financial failure of any Transport provider.Heavy traffic or road closures.

​ 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.

​Evidence required​

• A copy of Your airline ticket and notice of cancellation or disruption from the airline.

What we do not refund​

• If Your flight isYour Booking and it is cancelled or postponed, your refund will not be paid through this service, contact Customer Services.

• 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.

• If You have not allowed sufficient time between flights.

• If You have only secured a standby position for the flight.

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Mechanical Breakdown​

means in the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booking.

​Evidence required​

• Breakdown – A copy of the call out note from a national break down recovery service.

• An incident number or report from the Police or relevant traffic authority.

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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 theBooking.

Adverse Weather​

means weather where a Government Agency has issued warnings not to travel which mean You cannot Attend.

Evidence required​

• A copy of the travel warning from the Government Agency.

• Confirmation of relevant route closures.

​What we do not refund​

• Adverse weather with no Government Agency warnings not to travel.

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Home Emergency​

means a Burglary, Fire, Malicious Damage or Flood at Your main private residence within 48 hours immediately before the Booking.

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.

​What we do not refund​

Any Home Emergency for which You cannot provide Evidence as above.

Theft of Document(s)

means the theft of a document necessary for the Booking, which cannot be replaced in time for the Booking.

​Evidence required​

• A police report or crime number to confirm the theft dated within 24 hours of the theft taking place. (Self-declaration not accepted)

• An email from the Booking agent confirming they are unable to replace/re-issue the tickets.

​What we do not refund​

• If the documents can be replaced in advance of the Booking or on the day.

• Lost documents.

​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.

Evidence required​

• A letter from Your current employer confirming the relocation details.

• Evidence of living at the new address.

​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.

​Workplace Redundancy​

means You are unexpectedly made compulsorily redundant by Your employer with whom You have been permanently employed full time for a period of at least 2 years.

Evidence required​

• A letter of compulsory redundancy from Your employer.

• Evidence that You have been in this employment for over two years.

​What we do not refund​

• Where the redundancy was voluntary.

• Where You are dismissed from employment.

• Where You are the business owner or registered Director, or a member of Your family is.

​Armed Forces & 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 Booking or are posted overseas and cannot Attend the Booking.

Evidence required

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• 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.

​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 theBooking.

​Jury Duty​

means a summons for You to Attend Jury Duty over the date of the Booking of which You were unaware at the time of making the Booking.

​Evidence required​

• A copy of the letter requiring Jury Duty.

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What we do not refund​

• Any Jury Duty for which You cannot provide Evidence as above.

​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 the time of making the Booking.

​Evidence required​

• A copy of the Court Summons

​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.

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.

Evidence required​

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

​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 by an educational board).

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Emergency Circumstances​

means an unforeseen circumstance completely outside Your control and of no fault of Yours and completely prevents you from
Attending the Booking.

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.

Evidence required​

• Any evidence requested by our Customer Experience Team to verify the emergency circumstances.

​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 a refund.

• Any change to your work schedule (other than the specific situations listed under Work Relocation or Emergency Services Recall sections of these terms).

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Exclusions (reasons for which we do not refund You)​

We do not refund for non-attendance of a Booking directly or indirectly associated with any of the following:

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• Communicable Disease;

• Any actual or perceived wildfires, volcano eruptions, tsunamis, earthquakes, war, hostilities, terrorism, civil commotion, strikes and industrial action, imprisonment, repatriation, deportation, poisonous biological materials, radioactivity, Cyber Incident or Cyber Act, or state property seizure.

• Naturalisation, visa, in-vitro fertilisation, or any other appointments.

• Failing to comply with any law.

• Any Booking emanating from China, Cuba, Iran, North Korea, Russia, Sudan and/or Syria (this list may be amended and/or supplemented from time to time).

• 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 anotherPaying Party.

• If it exceeds 18 (eighteen) months from the date originally booked to the conclusion of the transacted event.

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Definitions​

The following words or phrases have the meaning as set out below wherever they appear in this document:

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• “We/Us/Our /Ours”: means the Party responsible for the refund and 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 aBookingalone or as part of a group withUs.

• “Armed Forces”: means any Naval Service, Marine, Army or Air Force.

• “Attend”: means to participate in, take part in, use, and/or be present at.

• “Booking”: means the pre-planned and pre-booked service(s) / event(s) / flight(s) / ticket(s) transacted with Us by You.

• “Communicable Disease”: 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 or a member of Your family.

• “Emergency Services”: means Police, Fire and Rescue Services or other Emergency Services.

• “Group”: means any person that is due to Attend the Booking.

• “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 who 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 the running of theBooking.

​ IMPORTANT​

This document’s translation from English to another language is only for assistance and information purposes. In the event of a refund application, the English-language version shall be the basis of any settlement.Any reasons and/or supporting documentation submitted by You in support of a refund application is considered by Us on an entirely discretionary basis.

We are not an insurance provider, and this is not an insurance policy. Refunds are therefore not guaranteed.A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, in terms of which You are eligible to receive a refund for certain, defined circumstances as outlined in this document.

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Last updated: April 2025