Refund Policy

You cannot Attend your Booking due to any of the reasons below and have provided the evidence requested below. Please also read the General Conditions of Refund

• Illness / Injury
• 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; see Your Booking confirmation or our website for contact details.

We may consider other Emergency Circumstances at our discretion.

You must read the General Conditions of Refund, and the individual reasons section below, for full information on what we will and will not refund for each reason.

General Conditions of Refund

• We do not refund for any reason associated with a Communicable Disease pandemic or epidemic, including Covid-19.
• Any reason for refund must not be foreseeable at the time You made the Booking.
• If Your Booking is cancelled, postponed or cannot be fulfilled by the Provider, please contact the Customer Service team directly for further advice about your Refund.
• We do not refund if You made Your Booking by mistake, or it is no longer wanted or needed.
• You must make all arrangements to Attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.
• 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.
• Maximum refund value per person will not exceed the total value of their share of the Booking, or US $15,000 (or alternative currency equivalent).

Requesting a Refund

To apply for a Refund, simply click on the link in Your booking confirmation email or click here. The application must be completed up to 60 days after the Booking.

Specific reasons where refunds will not be provided:

We do not refund for non-Attendance of a Booking directly or indirectly associated with:

• actual or perceived: wildfires, volcano eruption, tsunami, earthquake; war, hostilities, terrorism, civil commotion; strikes and industrial action; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure;
• naturalization, visa, in-vitro fertilisation or other appointments;
• failing to comply with any law;
• any Booking emanating from Cuba, Iran, North Korea, Russia, Sudan or Syria;
• 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.
• if it exceeds 18 months from the date originally booked to the conclusion of the transacted event.

Definitions

The following words or phrases have the meaning shown below wherever they appear in bold in this document.
We/Us/Our – We are the Booking agent with whom You made the Booking.
You/Your/Yourself – A person who has made a Booking alone or as part of a group with Us.
Provider – the company or organisation that is responsible for the running of the booking
Armed Forces – Naval Service, Marines, Army or Air Force.
Attend – participate in, take part in, use, or be present at.
Booking – 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 caused quarantines or restriction of movement of people.
Doctor – 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 – Police, Fire and Rescue Service or other Emergency Services.
Immediate family – Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily.
Immediate household – persons living together at the same permanent address.
Provider – the company or organisation that is responsible for the running of the Booking.
Paying Party – 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.

Important

Any translation of this document from English is for assistance and information only. In event of a Refund Application the English language version shall be the basis of settlement.

These reasons for refund are considered on an entirely discretionary basis and are not to be taken as a guarantee of refund.

This is not an insurance policy. A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.