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Ticketplan

Refund Application Form

Instant online submission

FAQFREQUENTLY
ASKED
QUESTIONS

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MEDICAL
FORM

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

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

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

BOOKING REFUND PROTECTION IS AN OPTIONAL SERVICE OFFERED BY THE BOOKING VENDOR AND ADMINISTERED BY TICKETPLAN ON THEIR BEHALF. IT IS NOT AN INSURANCE POLICY.

What documents will I need to apply for a refund?

To help us process your application quickly, please share as much information with us as possible and attach supporting documents. We will need these documents as part of the application process and cannot process a refund without them.

Please note that further documentation may be required following our review.

Click on the relevent section for more information

Your unused tickets

For any application we need either: the e-ticket(s) or copies of the physical ticket(s) for ticketholders. Occasionally, we may require that the physical ticket is sent to us.

Confirmation of your payment for Booking Refund Protection

This is your booking confirmation or invoice.

If Covid-19 related

There are no longer restrictions relating to Covid-19, therefore, we are no longer able to accept lateral flow or PCR test results and our normal terms and conditions relating to illness apply.

We will need you to provide specific evidence of illness or injury for the unwell person. The evidence needs to meet the requirements of your terms and conditions; therefore, we ask for:

  • A completed medical confirmation form, which can be downloaded here. This form needs to be signed and stamped by the treating GP and this may be chargeable to you. Please note that any costs for supporting documentation are non-refundable, as per the terms and conditions.

We may be able to accept other medical documents, provided they confirm the first date that treatment was sought and that the affected person is medically unfit to attend the event. However, we will not be able to confirm that these are adequate for our needs until they are reviewed alongside your application.

NB: for events before the lifting of restrictions, we will require documentation in line with government guidelines at the time of the booked event.

For ticket purchases prior to 1/12/2020 - Please review the Terms and Conditions for confirmation of the protection provided for your specific booking.

Medical Evidence/Doctor’s Notes

We need you to provide specific evidence of illness or injury for the ticket holder affected. The document details need to meet the requirements of your Booking Refund Protection. Therefore, we ask for:

A completed medical confirmation form. Submission of our own medical confirmation form is preferred, please download it here: medical form template. The form needs to be signed and stamped by your GP and this may be chargeable to you. Please note that any costs for supporting documentation are non-refundable, as per the terms and conditions.

We may be able to accept other medical documents, provided that they confirm the first date that treatment was sought and that you are medically unfit to attend the event. However, we will not be able to confirm that these are adequate for our needs until they are reviewed alongside your application.

Death certificate (please do not post original documents)

We’re very sorry for your loss and understand that this is a difficult time, however, we do require a copy of the death certificate to assess a claim. We understand that these things can take time, so you can apply for a refund once you have this information, even if the event has passed. A scan or clear photograph sent by email is acceptable. A scan or clear photograph sent by email is acceptable.

Evidence of breakdown or disruption to public transport

We’ll need evidence from the relevant transport authority.

Evidence of breakdown to private transport

Please note that we can only look to consider refund applications where your private transport has broken down on the way to your booked event.

We will require vehicle recovery service confirmation and receipts. If the vehicle was recovered without use of a paid/insurance related recovery company, then we will require garage reports to confirm the date of breakdown and the cause.

Evidence of Emergency Services attending your residence in the event of burglary or fire

The documented police or fire brigade report.

Original witness summons instructing you to appear in court

The original invitation must be dated so that we can see when it was received, the date you are instructed to attend and detail the name of the person(s) required to attend.

Evidence of military duty

The original advice from the armed forces giving advice to travel at short notice for military service.

Evidence of travel warning

A screen grab/scanned print out from the Met Office website/confirmation of the Policy Travel Warning.

 

Do you have the required supporting evidence as described above?

Yes, I have the required information No, I’ll come back later

Declaration

In submitting this form, I declare that the information I am providing is true to the best of my knowledge and that I have attached all required documents for my application to be assessed. 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 application for the purpose of administering my application, 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 application being used in accordance with the Privacy Policy.

Agree and continue

1. Your details

Title
Initials
Surname
Address
County
Post/Zip code
Country of Residence
Contact Telephone Number
Email Address
Confirm Email Address
Next

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

Date of purchase
Venue
Who did you purchased the tickets from (Retailer)
Booking reference No.
What is the event
Event Start Date
Cost of tickets (amount you are requesting a refund for)
£
Cost of booking fee
£
Cost of TicketPlan Protection
£
How many people are due to attend the Event
Name of ALL persons able to attend the Event
How many people are unable to attend the Event
Name of ALL persons unable to attend the Event
When did you become aware that you were unable to attend the Event?
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3. Refund application details

Please complete the section which is relevant to your application.

If your situation does not fit within the options available, please select the 'other' option 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 for one of the below circumstances, this falls outside of the scope of the TicketPlan Protection, subject to the Terms and Conditions provided at the time of purchase, and a refund cannot be provided:

  • Booking Errors – We recommend you contact the ticket seller directly to discuss the issue
  • Work or family commitments
  • Travel restrictions due to covid-19
  • Entry requirements or organisation of a venue/event
  • Relationship Breakdown

If the circumstance is not listed above, it is likely it will fall outside of the scope of the TicketPlan Protection, however, please detail your circumstances in the box below and we will consider your request further.


Next

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 YOUR APPLICATION IS REGARDING TESTING POSITIVE FOR COVID-19 WE REQUIRE CONFIRMATION OF YOUR PCR TEST BOOKING AND THE PCR TEST RESULT (IF REQUIRED AS PER NHS GUIDELINES) OR WHERE RQEUIRED TO TAKE A LATERAL FLOW TEST, A PHOTO OF THE TEST SHOWING A POSITIVE RESULT. IN BOTH CASES, WE REQUIRE THE CONFIRMATION FROM THE GOVERNMENT AUTHORITIES OF THE TEST RESULT.

Supporting documents are preferred in English.

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

Supporting Documentation
Your medical confirmation form/other medical document or evidence of your Covid-19 positive PCR test (where required) or your positive Lateral Flow Test from the government authorities 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.

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

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.

 

Processing...

If you are experiencing difficulties in submitting your application or have a technical query in relation to your application 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.

 

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