We are committed to delivering a world class experience for all our customers. This includes even when you can’t make it to the event!
We have partnered with award-winning refund specialists, Booking Protect, to offer this brand new service to our customers. For a small fee, you can now protect your ticket purchase should you be unable to attend the show for reasons outside of your control.
With an ‘Excellent’ rating on TrustPilot, Booking Protect is a top provider of refund protection. We only partner with world-class companies to deliver the best service possible for all our customers.
What does my refund protection cover?
By opting for refund protection, the face value of your ticket plus any booking fees are protected should you be unable to attend the event for reasons outside of your control. These include:
- Physical and mental Illness
- Death including suicide
- Adverse weather conditions
- Private vehicle failure
- Public transport failure
- Military call up overseas
- Jury Service
- Relocation by employer
Booking Protect COVID-19
As the coronavirus situation is constantly evolving, we’re updating our guidance to let you know how Booking Protect will handle refunds regarding COVID-19. All the information below is based on their core terms & conditions.
If you are displaying symptoms of coronavirus, the current advice is to be tested as soon as possible. Following a test, the below conditions apply based on your results:
- Positive Test
If you test positive for COVID-19 and can evidence this your refund will be paid. Your required self-isolation period would need to cover the event date.
- Negative test
If you test negative, our normal terms & conditions will apply and a doctor’s note would be required for any illness. If you have a valid doctor’s note, your refund will be paid.
- High risk Individuals
If you’re in a high-risk group and were not aware of this at the time of booking, and you later receive a doctor’s note instructing you not to travel to a certain area then your refund will be paid.
- Required self isolation
If a member of your immediate family tests positive and you’re required to self-isolate and can evidence this then your refund will be paid. Unfortunately we cannot provide cover for self isolation requested by the government's Track & Trace system or if you need to self isolate for any other reason.
Booking Protect cannot issue refunds where you choose not to attend an event because you are concerned about catching coronavirus or where the event is cancelled.
If you have not been made redundant or put on notice of redundancy when the booking is made, then your refund will be paid in the event of you being made redundant. Furlough is not considered as notice of redundancy, meaning you can safely purchase tickets and remain protected if you are furloughed.
Our terms & conditions exclude Government or Government agency travel bans as follows: “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.” Therefore if an event is due to happen whilst a ban on travel is in place then we’re not able to issue a refund, irrespective of your reason for claiming.
A travel ban may include:
- National Lockdown
- Local Lockdown
- Border Closure
If you are unable to attend a booked event due to the government imposing additional social distancing measures and banning larger groups from meeting socially indoors or outdoors, Booking Protect will be unable to issue a refund.
All protection offered above is given subject to the event going ahead as planned. We unfortunately cannot pay refunds where an event does not go ahead as planned.
Did you know? Booking Protect are one of the only providers that includes pre-existing medical conditions, including pregnancy, that accounts for approximately 30% of all refund requests
How do I get refund protection?
As you confirm your booking you will be asked if you would like to add refund protection to your basket. The cost of the refund protection is calculated at 6% of your ticket price.
By adding it to your basket you are confirming that you have read and accept the Booking Protect Terms and Conditions. Please note Booking Protect can only be added at the time of booking and not at a later date.
What do I do if I need to apply for a refund?
It’s simple! If you need to apply for a refund, you go to the Booking Protect website where you complete the refund request form and it’s done in five simple steps. The team at Booking Protect will be in touch with you within two working days and one the refund has been approved, payment will be received within one working day. You can access your refund portal at any time to see the progress of your application.