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.

Since 1 January 2025 this promise has been administered by TicketPlan on our behalf. Please direct any questions that you may have as regards this promise or any refund to them at the address given below. Definitions are given at the end of this document.

Any orders which were made on or before 31 December 2024 were administered by SecureMyBooking. Should you need to make a claim or check the details of this protection please visit their website.

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.
• 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, or
  • A member of your immediate family.
• Accident or illness of 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 of the private vehicle whilst taking you to the booked event, provided that you supply relevant supporting documents.
• Jury service for which you had not received notice at the time of the booking.
• Burglary or fire at your residence in the 48 hours immediately before the booked event requiring attendance of the emergency services.
• Being summoned to appear in court proceedings as a witness for which you had not received notice at the time of booking.
• Being a member of the armed forces and being posted abroad and/or having leave withdrawn unexpectedly.
• Being an employee of the emergency services and being required to attend an emergency and having leave withdrawn unexpectedly.
• Adverse weather where the Met Office has issued a red weather warning or where the Police service or other Government agency has issued a specific warning not to travel.

When we will not refund

We will not make a refund where:

• Any circumstance prevents 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 that is public knowledge prior to the booked event.
• The booked event is cancelled, abandoned, postponed, curtailed, or relocated by the organiser or promoter.
• You cannot provide suitable supporting documentation.
• A normal pregnancy is the sole reason you cannot attend a booked event, with the exception of the conditions listed above.
• 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 from attending a booked event.
• You make a false or fraudulent refund application or support a refund application by false or fraudulent means.
• 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 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.

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.
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

To request a refund:

• Visit www.ticketplangroup.com/refund-application-form and complete an online refund application form, or
• Email us at refunds@ticketplangroup.com.

You may be asked to provide, at your own expense:

• The original unused tickets and vouchers for all parts of the booking.
• Other evidence as set out above.
• 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.

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.

Definitions

• Accident: A bodily injury confirmed by a doctor that prevents you from attending the booked event.
• Booking: The transaction in which you paid for a booked event.
• Doctor: A qualified medical practitioner registered with the appropriate authority.
• Emergency services: The Police, Fire and Rescue Service, or Emergency Medical Services.
• Group: Any number of people who have made a booking in the same transaction.
• Illness: A physical or mental condition confirmed by a doctor that prevents you from attending the booked event.
• Immediate family: Includes spouse, partner, parent, child, grandparent, grandchild, sibling, in-laws.
• Normal pregnancy: Symptoms that are generally minor and temporary in nature.
• Public transport network: Buses, trains, and other forms of public transport with fixed routes.
• Ticket(s): A non-refundable, authorised ticket purchased with the Refund Promise.
• We/Us/Our: The booking vendor.
• You/Your/Yourself: A person who has made a booking.