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Refund Claim Form

Instant online submission

Please complete the online refund claim form ensuring that you have uploaded all of the relevant documentation in support of your refund claim, before submitting.

Please note that we are currently unable to process postal documents.

Online claims are received immediately and are our preferred method of submission.


Download Medical FormDOWNLOAD


For ticket purchases after 1st December 2020

The COVID19 situation is complex and constantly evolving and the following guidance is provided should you find yourself in the position of being unable to attend the booked event due to COVID19:

If you are displaying symptoms of COVID19, the current NHS advice is to be tested via PCR test as soon as possible and the following will apply based on your results:

A positive PCR test result - if you test positive for COVID19 and can evidence this, your refund will be paid. Your required self-isolation period would need to cover the event date.

A negative PCR test result - if you test negative for COVID19, our normal terms & conditions will apply and you will need to provide documentary evidence which confirms your inability to attend the event, in order for your refund claim to be considered.

Required Isolation - please note that the self-isolation rules changed on 16th August 2021:

If someone you live with has symptoms of COVID19, or has tested positive for COVID19, you will not need to self-isolate if any of the following apply:

  • you’re fully vaccinated – this means 14 days have passed since your final dose of a COVID19 vaccine given by the NHS
  • you’re under 18 years, 6 months old
  • you’re taking part or have taken part in a COVID19 vaccine trial
  • you’re not able to get vaccinated for medical reasons

If a member of your household tests positive and you are not exempt (as above) and are therefore required to self-isolate, then, to consider a refund:

  • Your required self-isolation period would need to cover the event date and a PCR test must be booked and undertaken within 3-days of the household member’s positive test result. Documentary evidence will be required for any situation where this timeframe cannot be met.

Unfortunately, we cannot provide cover for self-isolation if you are eligible to receive the COVID19 vaccination and have chosen not to receive one or both doses, you have been requested to self-isolate by the government’s Test & Trace system or if you need to self-isolate for any other reason (such as needing to self-isolate before an operation).

In all incidences we are unable to administer refunds if you cannot provide suitable documentary evidence.

Please review the Terms and Conditions for confirmation of the protection provided for your specific booking.


Please ensure that you attach a scan or clear photograph of the following documentation in support of your refund claim (where appropriate only):

  • Original unused tickets where applicable
  • Confirmation of your payment for Booking Refund Insurance (your booking confirmation)
  • A completed medical confirmation form. Submission of our own medical confirmation form is preferred. We will consider other medical documents but these may not be adequate for our needs. (Download medical form template)
  • Death certificate (please do not post original documents)
  • Evidence of breakdown or disruption to public transport
  • Evidence of breakdown of private transport
  • Evidence of the Emergency Services attending your residence in the event of burglary or fire
  • Original witness summons instructing you to appear in court
  • Original invitation to attend jury service
  • Original advice to travel at short notice on military service
  • Written confirmation from the police or other government agency advising against travel due to adverse weather

Any other reasonable documentary evidence that might be required


The policyholder (the person who has purchased Booking Refund Insurance) must answer all questions below. Please answer all questions clearly and concisely to avoid misunderstanding or delay.


1. Your details

Country of Residence
Post/Zip code
Telephone (home)
Telephone (daytime)
Telephone (mobile/cell)
Email Address
Confirm Email Address

2. Details of booking (Include package details if relevant)

Date of purchase


Booking reference No.
Event/Part(s) of Package
Event Start Date
Cost of tickets/part(s) of package that are subject to this refund claim. Please check the policy documentation that was sent to you for any applicable cover limits.
Cost of booking fee
Cost of TicketPlan Booking Refund Insurance
Number of ALL persons due to attend Event/Part(s) of package
Names of ALL persons due to attend Event/Part(s) of package
Number of ALL persons unable to attend Event/Part(s) of package
Names of ALL persons unable to attend Event/Part(s) of package
When did you become aware that you were unable to attend the Event/Part(s) of Package?

3. Refund CLAIM details

Please complete the section which is relevant to your claim. If your situation does not fit within the options available, please select other and provide full details in the box provided.

A. Injury/Illness - Please be advised we will require the completion of the Medical confirmation form. Download the Medical form

Identity of the person who suffered the injury/illness
If this person was not attending the event/parts of package please indicate their relationship to you
Nature of injury/illness
How injury occurred
Date on which medical attention was first sought for illness/injury?
Why did the injury/illness prevent this person from attending the Event/Part(s) of the Package?

B. Bereavement - Please be advised we will require a copy of the death certificate to be attached.

Identity of the deceased
If not attending the event /part(s) of package with you please indicate their relationship to you
Date and cause of death
When was medical advice/treatment first sought for the medical condition causing death

C. Unexpected disruption of the public transport network - Please note we will require official notification of breakdown from the service provider

Details of the planned journey
Please give details of the cause of the disruption and how your journey was affected

D. Breakdown, accident, fire or theft of Private vehicle - Please note we will require a vehicle recovery service report, incident report or copy of garage repair bill to be attached as appropriate

Details of vehicle concerned
Details of planned journey
Details of when you left home
Location of incident
Date and time of incident
Details of incident

Please provide details in the box below and attach supporting documentation as appropriate

Please note: If you are applying for a refund as a result of a circumstance that is not listed above, it is likely that your application will fall outside the scope of the TicketPlan Protection. TicketPlan Protection does not provide cover for event cancellations, where events are rescheduled or where you do not wish to attend due to COVID and is subject to the Terms and Conditions provided at the time of purchase.

Attach your files

Please note that only one file can be attached per upload box. The file name selected will appear within the box and can be changed if incorrect.

If you are having difficulty in attaching documents or are unable to attach all the evidence needed, please email additional items to providing your TicketPlan reference number. (The reference number will be emailed to you immediately following submission of the online form).

Supporting Documentation
e.g. a completed medical confirmation form or other medical document where your refund application is for injury or illness. Scanned copies or photos may be acceptable.
Booking Confirmation/Confirmation of
Booking Refund Protection Purchase
Un-used Tickets if available
scanned copies or photos of un-used tickets may be acceptable
Any additional documents

Please ensure that you have provided all requested supporting documentation. We are unable to process any refund applications which are not fully documented.

Supporting documents are preferred in English.

If necessary/appropriate, please provide additional details in relation to the documentary evidence attached


Refund Payment

Ideally we would like to credit funds directly into your Bank Account. Please note we are unable to refund using credit/debit card details. Could the ticket holder please provide the following details:

Bank name
Sort Code or BIC/SWIFT code for accounts outside of the UK
Account Number or IBAN (as applicable)
Account held in the name of

TicketPlan cannot be held responsible if incorrect banking details are provided.

Please note: The account holder is liable for bank charges levied by the receiving bank.


Declaration and Consent

In submitting this form I declare that the information I have provided above is true to the best of my knowledge. Any reimbursement made as a result of any knowingly incorrect statement made by me or on my behalf shall be invalid and may result in subsequent action being taken against me.

I consent to TicketPlan using health data that I submit with this refund claim for the purpose of administering my claim, which may include sharing health data with insurers. Where I have submitted health data about other people, I have made those people aware of how TicketPlan will use their health data and they have explicitly consented to this.

I agree to the use of my data submitted as part of this reimbursement claim being used in accordance with the Privacy Policy


If you are experiencing difficulties in submitting your claim or have a technical query in relation to your claim please see the FAQs section above which will hopefully answer any queries you may have. Alternatively, if your query is of a more specific nature please click the Need Help button below.