Extended Refund Terms

Eligibility for Refund

You may qualify for a refund if you are unable to attend your booking due to one of the eligible reasons listed below and provide the required supporting evidence. Terms and conditions apply.

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General Conditions of Refund

• Refunds are discretionary and subject to these terms.
• The reason for the refund must not have been foreseeable at the time of booking.
• Refunds are not available for:
  • Errors in booking.
  • On no show bookings.
  • Situations where the booking is no longer desired or required.

If your booking is canceled or postponed by the provider, contact our Customer Service team for assistance. Refer to your booking confirmation or visit our website for contact details.

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Eligible Reasons for Refund and Evidence Required

1. Illness/Injury (including COVID-19)
   • Conditions: Must affect a member of your immediate household or group attending.
   • Not Covered: Virtual consultations, pre-existing conditions without a recent change, or illnesses diagnosed more than two months prior to the booking.
   • Evidence Required:
     • Doctor's note specifying details of the illness or injury.
     • Date of occurrence.
     • Confirmation of attendance impact.
     • Proof of relationship (if applicable).
2. Pre-existing Medical Condition
   • Conditions: Must have worsened unexpectedly.
   • Not Covered: Conditions foreseeable at the time of booking or unrelated persons.
   • Evidence Required:
     • Doctor's note detailing changes to the condition.
     • Date of change.
     • Confirmation of attendance impact.
3. Pregnancy Complication
   • Conditions: Unexpected complications affecting attendance.
   • Not Covered: Routine pregnancy.
   • Evidence Required:
     • Medical confirmation of the complication.
     • Date of occurrence.
     • Confirmation of attendance impact.
4. Death
   • Conditions: Death of the attendee or immediate family member within 35 days of the event.
   • Not Covered: Relationships that cannot be evidenced.
   • Evidence Required:
     • Death certificate.
     • Proof of relationship.
5. Public Transport Failure
   • Conditions: Unexpected disruption to public transit that prevents attendance.
   • Not Covered: Heavy traffic, road closures, or provider financial failures.
   • Evidence Required:
     • Transport company confirmation of disruption.
6. Flight Disruption
   • Conditions: Significant flight delays or cancellations unknown at the time of booking.
   • Not Covered: Financial failures, insufficient travel planning, or changes in the purpose of travel.
   • Evidence Required:
     • Airline documentation confirming cancellation or delay.
7. Mechanical Breakdown
   • Conditions: Vehicle breakdown, accident, fire, or theft within 24 hours prior to the event.
   • Not Covered: Insufficient travel time, failure to arrange alternatives, or issues with the vehicle during the event.
   • Evidence Required:
     • Call-out note from a national recovery service.
     • Incident report from police or traffic authority.
8. Adverse Weather
   • Conditions: Government travel warnings prevent attendance.
   • Not Covered: Weather without official travel warnings.
   • Evidence Required:
     • Government agency travel warning.
     • Confirmation of route closures.
9. Home Emergency
   • Conditions: Burglary, fire, malicious damage, or flood at your primary residence within 48 hours prior to the event.
   • Not Covered: Situations without evidence as described below.
   • Evidence Required:
     • Police reference number or insurance claim evidence.
     • Fire service report (if applicable).
10. Theft of Documents
    • Conditions: Theft of essential documents that cannot be replaced in time.
    • Not Covered: Lost or replaceable documents.
    • Evidence Required:
      • Police report or crime number (dated within 24 hours of the theft).
      • Confirmation from the booking agent of inability to replace the documents.
11. Relocated for Work
    • Conditions: Unexpected employer-imposed relocation making attendance unreasonable.
    • Not Covered: Voluntary relocations, relocations under three months, or relocations by business owners.
    • Evidence Required:
      • Employer’s letter confirming relocation details.
      • Proof of residence at the new address.
12. Workplace Redundancy
    • Conditions: Unexpected compulsory redundancy after at least two years of full-time employment.
    • Not Covered: Voluntary redundancy or dismissals.
    • Evidence Required:
      • Employer's redundancy letter.
      • Proof of two year's continuous employment.
13. Armed Forces & Emergency Services Recall
    • Conditions: Recall to duty on the event date, including overseas postings.
    • Not Covered: Pre-scheduled work or denied leave requests.
    • Evidence Required:
      • Commanding officer's or manager's note confirming the recall.
14. Jury Service
    • Conditions: Jury summons on the event date, unknown at the time of booking.
    • Not Covered: Failure to provide evidence as described.
    • Evidence Required:
      • Copy of the jury summons letter.
15. Court Summons
    • Conditions: Witness summons on the event date, unknown at the time of booking.
    • Not Covered: Attendance as a defendant or plaintiff.
    • Evidence Required:
      • Copy of the court summons.
16. Changes to Examination Dates
    • Conditions: Unexpected exam rescheduling conflicting with the booking date.
    • Not Covered: Re-sits or commercial exam providers.
    • Evidence Required:
      • Notification from the examination authority confirming the change.
17. Emergency Circumstances
    • Conditions: Unforeseen, unavoidable events entirely outside your control. Refunds are at our discretion.
    • Not Covered: Work schedule changes or situations not listed.
    • Evidence Required:
      • Documentation as requested by our Customer Experience Team.

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Exclusions

Refunds are not available for the following:

• Non-attendance linked to communicable diseases.
• Natural disasters, war, terrorism, or other extraordinary events.
• Situations involving imprisonment, deportation, or violations of law.
• Bookings originating from restricted countries (e.g., Cuba, Iran, North Korea, etc.).
• Refunds exceeding $15,000 USD or equivalent.
• Applications made more than 18 months after the booking date.

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Definitions

Key terms used in this document are defined in the attached glossary to ensure clarity. The English version of this document prevails in case of disputes.

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This document does not constitute an insurance policy, and refunds are not guaranteed. Refundable bookings are an optional extension of our standard terms and conditions