Please note: These terms and conditions relate only to Refund Protection purchased on or after 1st November 2023. For the terms and conditions relating to Refund Protection sold before that date, please click here.

Refund Promise

Dear Customer,

We understand that sadly not everyone can attend every event that they book. We wish to give you some peace of mind, although our promise does not extend to all circumstances. Our promise is that we will provide you with a refund for any unused booking if you are unable to attend the booked event due to any of the circumstances set out below.

The promise we offer is an additional service and totally optional. It is a promise that we will make a refund to you in certain limited circumstances for the payment of an additional fee in addition to your booking fee.

Refund Promise is not an insurance nor covered by the Financial Services Compensation Scheme.

Provided that the relevant booked event has not taken place, and you give written notice to us within fourteen (14) days of having taken advantage of our Refund Promise, of your wish to cancel the benefit of your Refund Promise, then this promise will be cancelled and your fees paid in respect of the promise will be repaid.

Please note that all relevant reports must be provided in English. We cannot deal with any other language.

Our promise is subject to English law.

Our Promise: When we will refund

Except as provided below under the heading “When we will not refund”, we will refund the cost of your booking if you are unable to attend a booked event due to:

• unexpected disruption of the public transport network which could not have been reasonably known about before the date or time of the booked event provided you supply an official notice from the transport service provider in the event of delay, cancellation, mechanical breakdown or accident in relation to the public transport network;
• your death, or an accident, or illness that means you are unable to attend a booked event;
• the death, accident or illness of any person in the group due to attend the booked event with you, if they are the sole other member of the group;
• accident or illness of a member of your immediate family;
• the death, accident or illness of any person(s) in the group who is also a member of your immediate family.
• the death of a member of your immediate family who is not part of the group, which occurs within the 4 weeks leading up to the booked event or where the funeral falls on the day of the booked event;
• pregnancy which occurs after the time of booking and where you give birth within the 4 weeks leading up to the booked event;
• pregnancy where the date of booking is more than 35 weeks before the expected delivery date of your baby and where:
  • you give birth within the 4 weeks leading up to the booked event, or
  • the booked event falls within 4 weeks of the expected date of delivery of your baby;
• the mechanical breakdown, accident, fire or theft en route of a private vehicle taking you to the booked event provided that you supply a dated vehicle recovery service report (AA, RAC or equivalent), copy of garage repair bill or parts receipt, or confirmation from the vehicle motor insurers, vehicle repairers or police;
• jury service of which you had not received notice at the time of the booking provided you produce the original dated jury invitation inviting you to be a juror;
• burglary or fire at your residence in the 48 hours immediately before the booked event requiring attendance of the emergency services provided that in relation to the burglary, you supply the police report with crime reference number or confirmation of attendance of the emergency Services in the case of fire;
• you being summoned to appear in court proceedings as a witness of which you had not received notice at the time of booking provided you supply the original dated summons requesting you to appear in court;
• you being a member of the armed forces and being posted abroad and/or having leave withdrawn unexpectedly which you had not received notice at the time of the booking provided that you produce the original advice of cancellation of leave/advice to travel at short notice in relation to military service;
• you being an employee of the emergency services and being required to attend an emergency and having leave withdrawn unexpectedly which you had not received notice of at the time of the booking provided that you produce the original advice of cancellation of leave/advice to attend emergency at short notice in relation to your employment;
• adverse weather where the Met Office have issued a red weather warning or where the Police service or other Government agency have issued a specific warning not to travel provided that you supply a printout or screen grab from the Met Office website/confirmation of Police Warning for weather applications.

When we will not refund?

We will not make a refund where:

• any circumstance which prevent you from attending a booked event which you could have reasonably known about at the time of the booking;
• you or a member of the booked group were medically unfit to attend the booked event when you purchased this Refund Promise;
• you are prevented from travelling to a booked event due to disruption of the public transport network which is public knowledge prior to the booked event, for example planned strike action or engineering works;
• the booked event is cancelled, abandoned, postponed, curtailed or relocated by the organiser or promoter, at any time prior to a refund being processed by us;
• you cannot provide suitable supporting documentation, a doctor's report for accident or illness or a death certificate where your refund request is for death;
• where a normal pregnancy is the sole reason you cannot attend a booked event, with the exception of where the date of booking is prior to 35 weeks before the expected delivery date of your baby and where either:
  • you give birth within the 4 weeks leading up to the booked event, or
  • the booked event falls within 4 weeks of the expected delivery date of your baby;
• any proportion of the value of the booking you can recover elsewhere;
• unaffected member(s) of the group choose not to attend a booked event;
• in our reasonable opinion, you did not allow sufficient time to travel to a booked event;
• you carry out a criminal act which prevents you attending a booked event;
• you make a false or fraudulent refund application or support a refund application by false or fraudulent document, device or statement;
• the cancellation results from physical or financial failure of air transport or airlines or delays resulting from air travel;
• 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;
• you do not attend a booked event other than for a reason included within this Refund Promise.

The Amount of the Refund

If the above conditions are fulfilled, we will refund you the purchase price including any booking fee, of the booked event.

Our refund will not include travelling or associated other expenses (unless travel costs are included as part of the total booking price, in which case we will refund the amount of those costs so included).

We will not pay any costs you incur in submitting or providing evidence to support your refund application.

General Conditions

The following apply to ALL requests for a refund:

1. you must make all necessary arrangements to arrive at the event on time and be prepared to evidence the same;
2. you must take all reasonable precautions to prevent or reduce any request for a refund;
3. you must take all reasonable precautions to prevent or reduce the amount to be refunded.

Requesting a Refund from Us

You must either visit www.ticketplangroup.com/refund-application-form and complete an online refund application form, or email us at refunds@ticketplangroup.com in order to request a refund application form as soon as reasonably possible after becoming aware of circumstances that may lead you to request a refund.

You may be asked to provide at your own expense the following:

• the original unused tickets and vouchers for all parts of the booking – there will be no refund unless you return any unused tickets or vouchers forming part of the booking, or other evidence of unused tickets;
• other evidence as set out above; and
• any reasonable additional evidence that we may request.

Data Protection and Privacy Notice

We will use your personal data in accordance with applicable data protection laws and our privacy policy, a copy of which can be found on our website or requested by contacting us.

Personal Data provided when you purchase the Refund Promise will be shared with TicketPlan Limited. If you make a claim under the Refund Promise you will be required to provide additional personal data to TicketPlan Limited. TicketPlan Limited will use your personal data for the purpose of administering your claim under the Refund Promise in accordance with applicable data protection laws and its privacy policy, a copy of which can be viewed at www.ticketplangroup.com/privacy-policy.

Definitions

The following words or phrases have the meaning shown below wherever they appear in bold in this document.