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Refunya Refund Protection - Terms & Conditions
What is Refunya?
These Terms and Conditions outline when You will and will not be provided with a refund for Bookings, and the procedures for claiming a refund through Refunya, a refund protection service purchased at the time of booking.
What Does Refunya Cover?
When You Are Eligible for a Refund
You will be eligible for a refund if the Ticket Holder is prevented from attending Your Event directly as a result of:
• Unexpected disruption of the Public Transport Network not known to You and/or the Ticket Holder prior to Booking Your Event.
• Injury or Illness affecting the Ticket Holder, an Immediate Family member, or Childcare Provider.
• Death, including suicide, of the Ticket Holder (anytime before Your Event) or an Immediate Family member (within 4 weeks of Your Event).
• Complications owing to pregnancy of the Ticket Holder, as confirmed by a Doctor, or where the birth by the Ticket Holder is due within 30 days of Your Event.
• Mechanical breakdown, accident, fire, or theft en-route of any non-Public Transport vehicle when taking the Ticket Holder to Your Event.
• Being called for Jury service when unknown at the time of Booking.
• Burglary or fire at the Ticket Holder's residence within 7 days of Your Event, requiring
attendance of the Emergency Services.
• Court summons to appear as a witness, unknown at the time of Booking.
• Unexpected posting of the Ticket Holder overseas for armed forces personnel.
• Adverse weather where official warnings by Emergency Services not to travel are issued.
• Road closures by the Emergency Services or government agencies affecting the Ticket Holder's
journey to Your Event.
• Unexpected employer relocation of the Ticket Holder of over 100 miles from the Booked Event.
• Compulsory unexpected redundancy of the Ticket Holder unknown at the time of Booking.
• Strikes, Riots or Terrorism, including threats where corroborated by a governing body
What Is Not Covered
Situations Where No Refund Will Be Provided
We will not provide any refund where:
• No Doctor's report is provided for Injury or Illness or pregnancy complications.
• Unused Ticket(s) or vouchers cannot be returned.
• Another Group member cannot attend and that is the sole reason.
• A visa or permit to travel cannot be obtained.
• Your Event is cancelled, postponed, abandoned, curtailed or relocated.
• The Ticket Holder chooses not to attend for reasons not listed as covered.
• Public transport disruption was publicly known at time of booking.
• Reasonable efforts to attend were not made.
• A criminal act prevents attendance.
• Travel is prevented due to government-imposed contagious disease bans, including Covid-19 and
any variation thereof.
• False or fraudulent documentation is submitted.
• The refund request is submitted more than 45 days after the Event.
• Travel or associated expenses are not included in the Booking price.
• Only part of the Event was attended.
General Exclusions
We will not pay any refund where Your Event is Cancelled by the event organiser or venue. In addition we will not pay any refund directly or indirectly caused by or contributed by any: war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolutions, insurrection, military or usurped power; nuclear reaction, nuclear explosion, nuclear radiation, radioactive contamination; malicious use of biological or chemical materials; malicious cyber act or a computer system failure;, lockout;; malicious intent or vandalism; confiscation or nationalisation of or requisition or destruction of or damage to property by or under the order of any government or public or local authority; any self-inflicted injury; or the abuse of alcohol or drugs, medication or non-compliance with prescribed medical treatment, regime, therapy, advice or medication.
How to Request a Refund Requesting a Refund
You must log into the Refunya claim portal and submit the Refund Application Form as soon as possible after becoming aware of circumstances that may lead to a refund, but no more than 45 days after Your Event.
Submit refunds at:
What You Will Need to Provide At Your own expense:
• Original unused tickets and vouchers
• Doctor's report or death certificate
• Official transport delay/cancellation notice
• Vehicle recovery report or garage bill
• Jury invitation or court summons
• Police report with crime reference number
• Visa copy (if applicable)
• Official confirmation of road closures or weather warnings
• Photos, screenshots, or other reasonable evidence requested
Important Conditions
• The Ticket Holder must make all necessary arrangements to arrive on time.
• You and/or the Ticket Holder must not be aware of circumstances that may lead to a refund at
time of purchase.
• Reasonable precautions must be taken to prevent or reduce the need for a refund.
• Refund protection is non-refundable unless cancelled within 14 days of such purchase and the
Event has not occurred. Avoiding Duplicate Refunds
Refund Protection covers the cost of Your Booking once only. If funds are recovered from another source after Refunya has paid a refund, those amounts must be repaid to Us, up to the value refunded.
Definitions
• Booking: The confirmed purchase of a ticket(s) to Your Event via an authorised vendor, transacted
with Us by You. A Booking includes the Ticket and any travel or associated expenses of the Ticket
Holder provided they are included in the Booking price that forms part of the same checkout of Your
purchase. It does not include the premium paid for Refunya refund protection.
• Cancelled: Your Event does not take place on the date, time and location stated on your Booking
• Childcare Provider: A person who has been booked to provide Ticket Holder with childcare, at least 7
days in advance of and directly for the purpose of Your Event. The Ticket Holder must be able to
demonstrate in writing such prior request and acceptance.
• Doctor: A qualified medical practitioner registered with a recognised professional body. Cannot be
the Ticket Holder or a member of the Ticket Holder's Immediate Family. Includes veterinarians for
Pet related claims.
• Emergency Services: The police, fire and rescue services or emergency medical services.
• Group: Any number of people who have made a Booking with Us and Refunya in the same
transaction.
• Injury: A bodily injury confirmed by a Doctor that prevents the Ticket Holder from attending Your
Event.
• Illness: An unexpected physical or mental condition confirmed by a Doctor that prevents the Ticket
Holder from attending Your Event. For the avoidance of doubt Covid 19 meets the threshold of
physical illness.
• Immediate Family: The Ticket Holder's spouse, partner, civil partner, parent, child, sibling, or pet.
• Public Transport Network: Licensed public transport used to travel to Your Event.
• Ticket: A non-refundable, authorised ticket purchased from Us with Refunya protection.
• Ticket Holder: The person(s) attending Your Event for which You purchased the Ticket(s) as part of
the same transaction for Your Event.
• Us/We: Refunya, being the provider of the Refund Protection Service, operated under the trading
name of Chase Heptons Ltd, as identified in these Terms and Conditions.
• You/Your: The person who made the booking, either alone or as part of a group.
• Your Event: The pre-booked service(s)/event(s)/ticket(s) including booking and service fees.
