We reserve the right to change or update the terms of the Refund Plan at any time without prior notice. We recommend you review these terms regularly. Any updates to the Ticket Protection Refund Plan take effect immediately upon publication on our website.
These terms were last updated on 9th January 2025.
If you are unable to attend your booked event due to any of the circumstances outlined in this document and you purchased Ticket Protection, we will provide a refund for any unused portions of your booking. If the event is rescheduled, the Refund Plan will apply to the new date of the event. Please note, the Refund Plan is not an insurance policy.
Definitions
The following terms are defined below and will appear in bold throughout this document:
- Booking/Booked Event: The service(s), event(s), or ticket(s) that you have pre-booked with us.
- Doctor: A qualified medical professional registered with a recognized governing body. Note: the term “doctor” excludes you or your immediate family members.
- Emergency Services: The police, fire and rescue service, or emergency medical services.
- Group: A group of individuals who have booked with us under the Refund Plan in the same transaction.
- Illness: A physical or mental condition verified by a doctor that prevents you from attending the booked event.
- Injury: A physical injury confirmed by a doctor that prevents you from attending the event.
- Immediate Family: Your spouse, partner, civil partner, parent, child, sibling, or spouse’s family members.
- Public Transport Network: Any form of public transportation (excluding public hire taxis) that you were planning to use to reach the event.
- Refund Plan: Ticket Protection, as purchased with your ticket.
- Ticket(s): The non-refundable, authorized ticket(s) purchased from us, where the Refund Plan was added at the time of purchase.
- We/Us/Our: The service provider with whom you made your booking.
- You/Your: The individual who made a booking with us, either alone or as part of a group.
When Are You Eligible for a Refund?
We will issue a refund under Ticket Protection if you are unable to attend your booked event due to the following circumstances:
- Unexpected Public Transport Disruption: If public transport is disrupted in a way that could not have been foreseen before the scheduled event.
- Death, Injury, or Illness: If you or a person in your group (who is the only other member of the group) suffers death, injury, or illness preventing event attendance.
- Immediate Family Emergency: If a member of your immediate family passes away within 4 weeks before the event.
- Private Vehicle Issues: If your vehicle breaks down, is involved in an accident, or experiences fire or theft on the way to the event.
- Jury Duty: If you receive an unexpected jury summons after booking, and you provide the original jury invitation.
- Emergency at Home: If your home experiences a burglary or fire within 48 hours before the event requiring emergency service involvement.
- Court Appearance: If you are unexpectedly required to appear as a witness in a court case after booking.
- Military Deployment: If you are serving in the armed forces and are posted abroad or have leave unexpectedly revoked.
- Adverse Weather: If the Met Office issues a red weather warning, or a government agency or police issue a travel warning that restricts travel to the event. Documentation of relevant road closures may be required.
Please Note: For any of the above situations, you will need to provide proof or evidence to support your claim before we can process a refund.
When Will We Not Issue a Refund?
We will not provide a refund in the following situations:
- Pre-Existing Knowledge: If the issue preventing you from attending was something you could have reasonably foreseen at the time of booking.
- Lack of Supporting Documentation: If you fail to provide suitable evidence, such as a doctor’s note for injury or illness, or a death certificate.
- Public Transport Disruptions: If the disruption was publicly known before your event.
- Booking Recovery: If you are able to recover part of the booking cost through other means.
- Insufficient Travel Time: If, in our reasonable judgment, you did not allow enough time to travel to the event.
- Criminal Acts: If you commit a criminal act that prevents attendance.
- False Claims: If you submit false or fraudulent refund requests or documents.
- Travel Bans or Restrictions: If a government-imposed ban or travel restriction prevents you from attending the event.
- Voluntary Non-Attendance: If you choose not to attend the event for reasons not covered under this Refund Plan.
- Event Has Passed: If you request a refund after the event has already occurred.
- No Evidence of Unused Tickets: If you cannot provide the unused tickets when requesting a refund.
- No Ticket Protection purchased: Tickets can only be refunded to customers who have purchased Ticket Protection.
General Terms
The following apply to all refund requests:
- You must ensure that you make all necessary arrangements to attend the event on time and be prepared to provide evidence if required.
- You are responsible for taking reasonable steps to prevent or minimize any refund requests or the amount to be refunded.
- We will handle your personal data in line with applicable data protection laws and our privacy policy, which can be accessed on our website or upon request.
How to Request a Refund under Ticket Protection
If you need to request a refund, please notify us as soon as possible. To expedite your claim, please provide as much detail as possible, including the event name and date, your order ID, and any relevant supporting documents.
You can contact us at:
Email: floors@xfire.live
