Gigantic Refund Plan

The Refund Plan is an additional service and totally optional.

For an additional fee, You will be provided with a refund on any unused booking if you are unable to attend the booked event due to any of the circumstances set out in this document. If the booked event is rescheduled, the refund plan will be extended to the new date of the booked event.

Please note that this Refund Plan is not an insurance nor covered by the Financial Services Compensation Scheme.

Definitions:

The following words or phrases have the meaning shown below wherever they appear in this document.

• Booking/booked event
  The pre-planned and pre-booked service(s) / event(s) / ticket(s) transacted with us by you.
• Doctor
  A qualified medical practitioner who is registered with a recognised professional body. A doctor cannot be you or your immediate family.
• Emergency services
  The Police, Fire and Rescue Service or Emergency Medical Services.
• Group
  Any number of people who have made a booking with us with the Refund Plan in the same transaction.
• Illness
  A physical or mental condition confirmed by a doctor that prevents you from attending the booked event. For the avoidance of doubt, Covid-19 shall not be deemed an illness for the purposes of the Refund Plan unless it is confirmed by a doctor that it is preventing you from attending the booked event.
• Injury
  A bodily injury confirmed by a doctor that prevents you from attending the booked event.
• Immediate family
  Your husband, wife, partner, civil partner, parent, child, brother or sister.
• Public transport network
  Any mode of public transport other than public hire taxis licensed for public use on you had planned to travel to a booked event.
• Ticket(s)
  A non-refundable, authorised ticket that was purchased from us where the Refund Plan has been purchased at the same time as purchasing the ticket(s).
• We/us/our
  The booking vendor with whom you made the booking.
• You/your/yourself
  A person who has made a booking alone or as part of a group with us.

When a Refund Will Be Issued:

We will refund the face value of your ticket if you are unable to attend due to:

• Unexpected public transport disruption not known in advance, with no alternative available (evidence required).
• Illness or injury to you or your only attending companion, supported by a fit note.
• Death of an immediate family member within 4 weeks of the event (death certificate required).
• Breakdown, accident, fire, or theft of a private vehicle en route to the event (emergency services report or breakdown assistance record required).
• Jury service notice received after booking (original dated summons required).
• Burglary or fire at your home within 48 hours of the event (emergency services report required).
• Court summons as a witness received after booking.
• Armed Forces: Posted abroad or leave withdrawn after booking (written confirmation required).
• Emergency Services: Rostered to work after booking (written supervisor confirmation required).
• Adverse weather with a Met Office Red Warning or official police/government travel warning (evidence of road closures required).

Refunds Will Not Be Issued For:

• Circumstances known at the time of booking.
• Missing valid documentation (e.g., fit note, death certificate).
We do not accept:

• Photos of medication or prescriptions
• Injury or illness images
• Graphic/distressing content


• Pre-announced transport issues.
• If any costs are recoverable elsewhere (insurance/rescheduling).
• Late arrival due to poor planning.
• Criminal activity that prevents attendance (e.g. arrest, being held under caution at a police station, or movement restrictions imposed by a court)
• Scheduling conflicts (e.g., holidays, exams, weddings).
• Fraudulent claims or documentation.
• Lack of childcare arrangements on the event day.
• Government disease-related travel bans.
• Declined or missing travel visas.
• Choosing not to attend for reasons not listed above.
• Missing ticket evidence.
• Requests made after the event starts or ends.

General Conditions

• Only fit notes are accepted for illness claims.
• Pregnancy is not a valid reason unless complications are certified by a medical professional.
• If you have a contagious illness and cannot attend, a fit note from a phone consultation is acceptable (per NHS guidance).
• All documents must be in English.
• All claims are subject to English law.

Application Requirements

• Requests must be submitted before event doors open.
• Office hours: Mon-Fri, 9:00 AM - 5:00 PM (UK time).
• Requests outside office hours may not be processed in time.

Submission & Conduct

• All refund requests and complaints must be sent via email only ([email protected]).
• Phone support is not available for refund processing.
• Abusive or aggressive communication will not be responded to.
• Personal data will be handled per data protection laws and our privacy policy, available on request or via our website.

Our Terms and Conditions have been updated. Customers who booked prior to April 30, 2025, will remain covered under the previous Terms and Conditions