Coronavirus Guidance

As the coronavirus situation is constantly evolving, we’re updating our guidance to let you know how we’ll handle refunds based on questions you’ve been asking. All the information below is based on our core terms & conditions and does not change them in any way.


If you are displaying symptoms of coronavirus, the current advice is to be tested as soon as possible. Following a test, the below conditions apply based on your results:

Positive Test

If you test positive for COVID-19 and can evidence this your refund will be paid. Your required self-isolation period would need to cover the event date.

Negative test

If you test negative, our normal terms & conditions will apply and a doctor’s note would be required for any illness. If you have a valid doctor’s note, your refund will be paid.

High risk Individuals

If you’re in a high-risk group and were not aware of this at the time of booking, and you later receive a doctor’s note instructing you not to travel to a certain area then your refund will be paid.

Required self isolation

If a member of your immediate family tests positive and you’re required to self-isolate and can evidence this then your refund will be paid. Unfortunately we cannot provide cover for self isolation requested by the government's Track & Trace system or if you need to self isolate for any other reason.

We unfortunately cannot issue refunds where you choose not to attend an event because you are concerned about catching coronavirus or where the event is cancelled.


If you have not been made redundant or put on notice of redundancy when the booking is made, then your refund will be paid in the event of you being made redundant. Furlough is not considered as notice of redundancy, meaning you can safely purchase tickets and remain protected if you are furloughed.


If you have had your vaccinations or boosters and as a result are unwell and can evidence this with a doctor’s note, your refund will be paid. Unfortunately, if you cannot enter an event and/or a country due to not meeting the entry requirements on vaccinations, we’re unable to issue a refund.

Travel Bans

Our terms & conditions exclude Government or Government agency travel bans as follows: “you are prevented from travelling to a booked event due to an outbreak of a contagious disease and the Government or any agency acting on behalf of the Government has imposed a ban on travel.” Therefore if an event is due to happen whilst a ban on travel is in place then we’re not able to issue a refund, irrespective of your reason for claiming.

A travel ban may include:

National Lockdown
Local Lockdown
Border Closure

Social Distancing

If you are unable to attend a booked event due to the government imposing additional social distancing measures and banning larger groups from meeting socially indoors or outdoors, we are unable to issue a refund.

All protection offered above is given subject to the event going ahead as planned.
We unfortunately cannot pay refunds where an event does not go ahead as planned.