Cancellation & Rescheduling

Need to make a change? Find answers to our most common questions here.

Refundable Booking Terms

The following terms apply only if you purchased booking protection with your booking. This service is handled by a third party "Protect Group". To apply for a refund under this policy, you must click the link in your original booking confirmation email from "Protect Group".

General Conditions

The reason for a refund must not have been foreseeable when you made the booking.
We do not refund if you made your booking in error or it is no longer wanted or needed.
We do not refund for worries about a Covid infection or if your travel plans are affected by Covid restrictions.
You may be asked to provide reasonable additional evidence at your own expense.
The maximum refund value per transaction is $15,000 (USD).

Illness / Injury / Medical

Illness / Injury (including Covid)

We do not refund: Telephone/online consultations or where you haven't been physically examined by a doctor.

Evidence required: A Doctor's Note or Medical Certificate.

Pre-existing Medical Condition

We do not refund: Conditions that would usually prevent attendance.

Evidence required: A Doctor’s Note detailing the change in the condition.

Pregnancy Complication

We do not refund: Normal pregnancy.

Evidence required: A Doctor’s Note detailing the complication.

Travel & Transport Issues

Public Transport Failure or Flight Disruption

We do not refund: Financial failure of the transport provider, heavy traffic, or if you were aware of issues and did not make alternate plans.

Evidence required: Official confirmation from the transport company.

Transport Breakdown

We do not refund: Insufficient travel time or breakdown of a vehicle not used for transport *to* the event.

Evidence required: A copy of a recovery service call-out note or police report.

Emergency Situations

Death of an Immediate Family Member

Evidence required: A death certificate and proof of relationship.

Severe Weather

We do not refund: Adverse weather that does not have an official government travel warning.

Evidence required: A copy of the travel warning from the Government Agency.

Home Emergency

Evidence required: A police reference number or a report from the fire service.

Theft of Documents

We do not refund: Lost documents.

Evidence required: A police report confirming the theft within 24 hours of the event.

Work & Other Obligations

Workplace Redundancy

We do not refund: Voluntary redundancy or dismissal.

Evidence required: An official letter of compulsory redundancy.

Jury Service / Court Summons

We do not refund: If you are the plaintiff or defendant in a court case.

Evidence required: A copy of the official court summons.

Armed Forces & Emergency Services Recall

Evidence required: A note from your Commanding Officer confirming the recall.

Relocated for Work

We do not refund: Voluntary relocations or changing employers.

Evidence required: A letter from your current employer confirming relocation.