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.
Illness
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 have tested positive for COVID-19, we would need to see a copy of your official COVID test results with your name, test date and test result clearly shown. Alternatively, we are able to accept a doctor’s note (signed and on headed paper) that excludes you from the booked event. Please note photographs of lateral flow tests are not accepted.
Negative Test
If you test negative, our normal terms & conditions will apply and a doctor’s note would be required for any illness.
High-Risk Individuals
If you’re in a high-risk group which you were not aware of at the time of booking, we will require a doctor's note (signed and on headed paper) confirming that you're unable to travel. 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.
Redundancy
If you’re made redundant and were unaware of this at the time of booking, we will need you to provide confirmation of your redundancy from your employer.
Vaccinations
If you have had your vaccinations or boosters and as a result are unwell, we will need you to evidence this with a doctor’s note. 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 is cancelled or postponed.