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EXTENDED TERMS and CONDITIONS ​

These are the most frequently asked questions about refunds available to customers who chose to make their transaction inclusive of our extended Terms and Conditions of sale

Please click the heading that addresses your question:

1. Refund Terms and Conditions / General ​

1.1 What circumstances are included? ​

We provide refunds if you are unable to attend the purchased Booking due to any of the listed reasons and you have provided the required evidence listed in our extended Terms and Conditions which you can read here.

1.2 What if I knew about my circumstance at the time I made the Booking? ​

If the circumstance that prevented you using the Booking was known when you made your Booking or you could have reasonably foreseen it, you will not be eligible for a refund under the Extended Terms and Conditions.

1.3 How do I know what supporting evidence I will require with a Refund Application? ​

Please read the Extended Terms and Conditions accessible here. The specific documents and information you need to provide in support of your application are identified once you click on “Claim Reason.”

1.4 If my Booking is cancelled by the provider, is this included? ​

No, Our Extended Terms and Conditions apply only where you are unable to attend / use your Booking. If the provider cancels the Booking please contact our customer support team via our main website or our direct contact numbers

1.5 If my Booking is cancelled by Adverse Weather, is this included? ​

If you cannot attend or reach your Booking because a Government Agency has issued warnings not to travel due to Adverse Weather which entirely prevents you from attending the Booking, then you may be eligible for a refund as long as you provide a copy of the travel warning from the Government Agency and confirmation of relevant route closures.

But if your Booking is cancelled by the provider advising the reason is Adverse Weather then you would not be eligible for a refund under the Extended Terms and Conditions. In these circumstances you should follow the Cancellation Terms of the provider – or contact our customer support team via our main website

2. Submitting a Refund Application ​

2.1 When can I apply for a Refund? ​

As soon as you know you cannot attend your Booking, or within 45 days after the date your booking should have commenced or been delivered to you.

You should make your application here Refunds are managed on our behalf by EOS Claims LLP who are our appointed agent with our full authority to process refund requests.

2.2 How long do I have to apply for a Refund? ​

Ideally a refund should be applied for before the date of your booking. If this is not possible however, you have a further 45 days from the date your Booking should have commenced or been delivered to you.

2.3 How do I make a Refund Application for my Refundable Booking? ​

Simply follow the procedure for refund at https://eosclaims.com/Refunds/package/AXC

2.4 How long does it take to complete the Refund Application Form? ​

Providing you have all details and the required evidence ready to upload usually less than 5 minutes. If you do not have all the information or documents requested to support your application, these can be provided later as long as it is within 60 days from the date on which you started your application. You will receive reminders if the all the required documents are not received plus a confirmation email once the documents and requested information have been safely received.

2.5 What is my Booking Reference and how do I find this? ​

The reference is shown on our confirmation of your Booking purchase

2.6 Who processes my Refund Application? ​

Your refund will be administered by our Agent who are EOS Claims LLP(EOS). EOS is a specialist refund administration company and acts with our full authority.

2.7 How long does it take to receive my refund? ​

If you have provided all necessary details and the supporting evidence required and it has been approved for payment, your refund will be processed within 7 days. You will receive an email confirming the documents and requested information have been safely received. A further email will be sent to you once the payment has been made.

2.8 How does the Refund team contact me? ​

Usually by e-mail. You will be asked for your preferred contact method when you apply.

3. Timeframes ​

3.1 How long does it take to review my Refund Application and for a decision to be made? ​

All requests are reviewed on the same working day if received before 3pm UTC. If received after this time, no later than the end of the next working day. How long your refund takes to process will depend on you submitting the supporting documents and information required. If everything is supplied promptly the refund should be processed within 7 working days. An email will be sent to you once the payment has been made.

3.2 How long does it take for me to receive a refund? ​

The refund should be processed within 7 working days. An email will be sent to you once the payment has been made.

Note: the speed with which your own bank (the Card issuing bank) processes the funds to your account is beyond our control and in exceptional circumstances can result in a delay in the funds appearing as a credit in your account

3.3 What are the timeframes for me to make an application for a refund? ​

You should apply for refund as soon as possible. Where you cannot apply before the date your Booking was to be supplied or to have taken place (by example if you are ill or have suffered an accident) we allow a further 45 days from the date your Booking should have commenced or been delivered to you.

4. Technical Issues with the Refund Application website ​

4.1 How can I get support with any technical issues I have with the form? ​

In these circumstances you should contact our customer support team via our main website or you can complete the Customer Contact Form available on the EOS Contact Us page which is at https://eosclaims.com/#contact.

4.2 My Booking Reference cannot be found, what do I do? ​

Your reference is shown on our confirmation of your Booking purchase.

4.3 I submitted a Refund Application a while ago and have not received a response? How do I check the status of my Refund Application? ​

You can complete the Customer Contact Form available on the EOS Contact Us page or contact EOS by email which is at https://eosclaims.com.

5. Evidence & Information Required ​

5.1 Are you allowed to request medical details in my Doctor’s Note / Medical Certificate? ​

We require medical details of your illness/accident/pre-existing medical condition/pregnancy complication as part of your Refund Application evidence as per our Extended Terms and Conditions (please see each evidence requirement next to each circumstance included in the T&Cs). Any Refund Application without these details will not be approved and EOS will email you requesting these details be provided. If you face a charge for provision of a medical letter or certificate then our Extended Terms and Conditions include a provision for the refund of such a fee up to a maximum value of GBP (£) 50 or the local currency equivalent of this amount, if you provide a receipt of payment for your note within your Refund Application. Where due, this sum will be refunded as a separate payment to the transaction refund. Any medical condition provided in your evidence is treated with utmost confidentiality and are only used to review and validate your Refund Application. EOS is GDPR compliant and registered with the ICO under the Data Protection Acts of 1998 and 2018. All personal, banking and medical information provided by you is encrypted at rest meaning the data is secure. All GDPR sensitive information, including medical information, is hashed when your refund application is concluded. Our Extended Terms and Conditions are made available at point of sale for the customer (you) to read and accept prior to purchase so that you are able to make an informed decision prior to purchase; you are entitled to withhold the requested medical information / confirmation however we are equally entitled to decline your Refund Application if the evidence requirements of our terms are not met.

5.2 Why do I need to provide evidence about my circumstance? ​

Evidence as detailed in our Extended Terms and Conditions is required to validate your Refund Application. We require evidence to ensure that the circumstance that has resulted in the refund request is legitimate and prevented you from using / attending your Booking. Please read the Extended Terms and Conditions to see the various forms of evidence accepted and details required.

5.3 How do I find out what information I need to provide? ​

You will be prompted during the completion of your Refund Application Form – but it will be easier and faster if you have the details available when you start to complete your application. You can review what you will need here

5.4 What information is necessary on a Doctor’s Note? ​

Your Doctor’s note or Medical Certificate must confirm the details of your illness/accident/complication, the date your illness/accident/complication occurred, that you were fit to attend the Booking but for your illness/accident/complication and that it prevented you from attending or using your Booking. All the above information must be included to validate your Refund Application and any information as per the above missing from the Note/Certificate will be requested once you submit your Refund Application. Should you be charged for the note or certificate, under our Extended Terms and Conditions we will refund you the cost of obtaining the note up to GBP (£) £50 GBP or local currency equivalent if you provide a receipt of payment for your note within your Refund Application. Where due, this sum will be refunded as a separate payment to the transaction refund.

5.5 What evidence is required if I can’t attend my Booking due to Public Transport Failure? ​

If you are prevented from attending your Booking due to an unexpected disruption or failure of the public transport network which you could not have reasonably been aware of on or before the date of the Booking, you must submit a copy of the notice of failure or disruption of the public transport with your Refund Application. This can normally be obtained from the transport company’s website. Please note, we do not provide refunds if the failure is due to a financial failure of any transport provider or if the provider cannot fulfil your Booking due to a Government Agency Public Health Order in respect of a travel prohibition.

5.6 What evidence is required if I can’t attend my Booking due to Adverse Weather? ​

f you are entirely prevented from attending your Booking due to Adverse Weather where a Government Agency has issued warnings not to travel, you must submit a copy of the travel warning from the Government Agency and of the relevant route closures. Please note there must be a Government Agency warning not to travel for you to be eligible for a refund. We do not provide refunds if no warning has been provided by a Government Agency or if your Booking is cancelled by us or the provider due to Adverse Weather.

5.7 What happens if I do not submit the right evidence? ​

You will be contacted with detail of what is needed to advance your application

5.8 Can I upload my evidence and supporting materials for my Refund Application at a later date? ​

Yes – you have 60 days from the date of your Refund Application to do this and you will be sent reminders during that time.

6. Bank Account Information ​

6.1 Do I need to submit my bank account information in the Refund Application form? ​

You will not be asked for bank details. Approved refunds will be issued directly to the card used for the original payment, based on the transaction value recorded at sale. Refunds will not be processed by other methods or to alternate accounts unless you provide evidence that the original card account no longer exists. In that circumstance we will request details of your bank account into which you wish payment to be made.

6.2 Are there any alternative forms of Refund payment? ​

We will only issue a refund to an account other than the card used to pay for the original transaction if that card account no longer exists. In this circumstance we will refund to a bank account in your name. If a doctors fee, for example, has been paid for using a different method to the original purchase, a bank transfer or other mutually agreeable method, will be used for reimbursement of that fee.

7. Approved Refund Applications ​

7.1 I have been informed that my Refund Application is approved, when should I expect my refund? ​

Normally within 7 working days

7.2 I haven’t received my approved refund yet, what do I do? ​

If you’ve received confirmation that your Refund Application has been approved but haven’t received the refund after 7 working days, please contact EOS Claims here quoting your Booking reference

8. More Information Required ​

8.1 I have been informed I need to supply further evidence - how do I do this? ​

Within your refund file on the EOS portal.

8.2 Why is my evidence provided not sufficient? ​

If you are advised that evidence is not sufficient a reason will be provided.

8.3 Can I re-upload to my original Refund Application Form? ​

Yes, you can re-upload evidence that has already been submitted, or you can reply via email and attach your updated evidence that way.

9. Denied Refund Applications ​

9.1 I’ve been told my Refund Application has been declined, why is this? ​

You will receive full details within the notification of why your Refund Application has been declined.

9.2 I’m not happy with the decision, what can I do next? ​

If your Refund Application has been denied this is due to your circumstance not fitting within the Extended Terms and Conditions you accepted when making a Booking. You may proceed to request a refund as per the standard refund terms of the Booking from our Customer Service team whose details can be found on our main website where you originally made your Booking; this decision is final. You may want to review the standard Terms and Conditions of sale provided by the Booking vendor to determine if your reason for requesting a refund is covered.

9.3 I accept my Refund Application is denied, what are my options? ​

You may want to review the standard Terms and Conditions of sale provided by the Booking vendor to determine if your reason for requesting a refund is covered.