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.
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 consider other medical documents, such as:
- Hospital/A&E discharge report
- Certificate of fitness for work
- GP or NHS 111 Consultation Notes
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.
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 Police Travel Warning.
We need you to provide evidence of the expected delivery date (EDD), such as MATB1 Form or other official confirmation of EDD.
Please note that if your application is due to a complication in pregnancy, please see the Medical Evidence/Doctor’s notes section for information on the documents required.