Cancellation Protection T&C’s

What does our Cancellation Protection cover?

We will reschedule or refund* the cost of your booking if you or a member of your party on the same booking are unable to attend your booked experience due to:

• unexpected disruption of the public transport network you could not have reasonably known about before the date of the booked experience;
• an injury, or an illness affecting you or a member of your immediate family;
• death happening to you at any time before the booked experience or a member of your immediate family within a 4-week period of the booked experience;
• the mechanical breakdown, accident, fire or theft enroute of a private vehicle taking you to the booked experience;
• jury service which you were unaware of at the time of the booking;
• the unavoidable requirement for you to remain at home due to serious damage to your home or place of business caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft in the 48 hours immediately before the booked experience.
• you being summoned to appear at court proceedings as a witness which you were unaware of at the time of booking;
• you being a member of the armed forces and being posted overseas unexpectedly;
• adverse weather including snow, frost, fog or storm where the Police services or other Government agency have issued warnings not to travel. You must provide confirmation of relevant road closures from the Police or the relevant Government agency;
• you being relocated permanently for work by your employer at the time of booking more than 100 miles from the booked event which you were unaware of at the time of booking or you are unexpectedly made compulsory redundant.

(*all bookings made by gift voucher are non-refundable)

What will we not cover?

We will not reschedule your booking or provide a refund* where:

• you cannot provide a doctor’s report for injury or illness if requested;
• you are unable to attend a booked experience because you are unable to obtain a visa to travel;
• you decide not to attend a booked event other than for a reason included within this Cancellation Protection;
• your sole reason for not attending is due to another member of your group no longer being able to attend for any reason not included within this Cancellation Protection;
• you are prevented from travelling to a booked experience due to disruption of the public transport network which is public knowledge prior to the booked experience;
• you are being relocated temporarily for work by your employer at the time of booking or you have applied for relocation more than 100 miles from the booked experience;
• in our reasonable opinion, you did not allow sufficient time to travel to a booked experience;
• you carry out a criminal act which prevents you attending a booked experience;
• you are prevented from travelling to a booked experience 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 make a false or fraudulent claim application or support a claim application by false or fraudulent document, device or statement;
• you submit your claim request more than 30 days after the booked experience.

We will not pay for travelling expenses, hotel expenses or associated, or any loss other than the purchase price of the booked experience.

We will not pay any consequence of war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolutions, insurrection, military or usurped power, riot, civil commotion, strikes, lockout, terrorism, malicious intent or vandalism, confiscation or nationalisation of or requisition or destruction of or damage to property by or under the order of any government or public or local authority.

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

(*all bookings made by gift voucher are non-refundable)

Requesting a Refund or Rescheduled Booking

You must fill in and submit a Cancellation Protection Claim Form as soon as possible after becoming aware of circumstances that may lead you to request to reschedule an experience or request a refund but no more than 30 days after the booked experience. You may be asked to provide at your own expense the following within 30 days of registering your claim:

• a doctor’s report where your claim request is for injury or illness or a death certificate where your claim request is for death;
• 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;
• for the breakdown of a private vehicle, a vehicle recovery service report (AA, RAC or equivalent), copy of garage repair bill or parts receipt or in the case of vehicle repairers or police;
• the original jury invitation inviting you to be a juror;
• in the event of a burglary the police report with crime reference number;
• the original witness summons requesting you to appear in court;
• a copy of a valid visa permitting your travel to the booked event;
• confirmation of relevant road closures from the Police or the relevant Government agency if requesting a re-schedule or refund due to an official weather warning being issued;
• any reasonable additional evidence that we ask for.