Refunds are applicable for any of the reasons below when you have provided the required evidence. Please also read the General Terms of Refund.
| Double Booking | Means a duplicate booking for the same date same time with the same bus operator was made on Easybook platform. |
| What we do not refund | Any duplicate booking made by mistake. We only refund the amount charged for one booking. |
| Evidence required | Both booking confirmation emails or any other proof of payment for both bookings to help us identify the duplicate booking and process the refund accordingly. |
| Covid-19 | Means you become infected with Covid-19 within the 7 days preceding your booking. Alternatively, someone in your Immediate Household becomes infected with Covid-19. And/Or the hospitalization or death of a member of your immediate family as a result of Covid-19 within the 30 days preceding your appointment. A significant change in your pre-existing medical condition in the 7 days preceding your booking results in a doctor recommending that you do not attend due to the risk of Covid-19 exposure. |
| What we do not refund | You are worried about catching Covid-19 or where your travel plans are affected by Covid-19 restrictions. |
| Evidence required | Supported either by evidence of a positive PCR test result or communication of isolation from your relevant government. Or, supported by a medical / death certificate. |
| Illness/ Accident/ Injury | Means an illness or accidental injury to a booking participant or an immediate relative. |
| What we do not refund | Where you cannot provide evidence that the person affected is within the group due to attending the booking. Telephone or online consultations. Where you have not been physically examined by a doctor prior to the date of the booking. Conditions that are unpredictable and the event is more than two months in the future. |
| Evidence required | Doctor's note or Medical Certificate confirming:
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| Covid-19 | Means you become infected with Covid-19 within the 7 days preceding your booking. Alternatively, someone in your Immediate Household becomes infected with Covid-19. And/Or the hospitalization or death of a member of your immediate family as a result of Covid-19 within the 30 days preceding your appointment. A significant change in your pre-existing medical condition in the 7 days preceding your booking results in a doctor recommending that you do not attend due to the risk of Covid-19 exposure. |
| What we do not refund | You are worried about catching Covid-19 or where your travel plans are affected by Covid-19 restrictions. |
| Evidence required | Supported either by evidence of a positive PCR test result or communication of isolation from your relevant government. Or, supported by a medical / death certificate. |
| Illness/ Accident/ Injury | Means an illness or accidental injury to a booking participant or an immediate relative. |
| What we do not refund | Where you cannot provide evidence that the person affected is within the group due to attending the booking. Telephone or online consultations. Where you have not been physically examined by a doctor prior to the date of the booking. Conditions that are unpredictable and the event is more than two months in the future. |
| Evidence required | Medical certificate or other evidence from a medical professional. |
| Pre-existing Medical Condition | Means a physical or mental health condition that you already had when you made the booking that would not normally prevent you from attending a booking. |
| What we do not refund | Where guidelines for your pre-existing medical condition would normally prevent you from attending the booking. Telephone or online consultations. Where you have not been physically examined by a doctor prior to the date of the booking. Conditions that are unpredictable and the event is more than two months in the future. |
| Evidence required | Doctor's note or Medical Certificate confirming:
|
| Death | Means your death any time prior to the booking or the death of an immediate family member or any person(s) in the group due to attend the booking, up to 35 days prior to the date of the booked trip. |
| What we do not refund | Where you cannot provide evidence that the person was within your immediate family or in the group due to attend the booking. |
| Evidence required |
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| Public Transport Failure | Means unexpected disruption or failure of the public bus, train, or ferry network which is not foreseeable before the date of the booking. |
| What we do not refund | If there is a financial failure of any transport provider. Heavy traffic or road closures. |
| Evidence required | Confirmation of failure or disruption of the public transport. (This can normally be obtained from the transport company's website) |
| Flight Disruption | Means cancellation or significant delay of flight(s) which you were unaware of before the date of the booking, that prevents you from attending your booking. |
| What we do not refund | If you were aware of the disruption prior to the date of the booking and did not make reasonable suitable alternative travel arrangements. If there is a financial failure of any transport provider. If the purpose or reason for which you booked your flight in order to attend has altered or been cancelled |
| Evidence required | A copy of your airline ticket and notice of cancellation or disruption from the airline. |
| Mechanical Breakdown | Means in the 24 hours prior to the booking, the mechanical breakdown, accident, fire or theft of a vehicle taking you to the booking. |
| What we do not refund | If you did not leave sufficient time to travel to the booking. If you did not make reasonable alternative arrangements to attend the booking. Any vehicle you plan to use during the booking |
| Evidence required | Breakdown – A copy of the call out note from a national breakdown recovery service. An incident number or report from the Police or relevant traffic authority. |
| Adverse Weather | Means a government agency has issued weather warnings not to travel which means you cannot attend the booking. |
| What we do not refund | Adverse weather with no government agency warnings not to travel. |
| Evidence required | A copy of the travel warning from the government agency. |
| Home Emergency | Means a burglary, fire, malicious damage or flood at your main private residence within 48 hours immediately before the booking. |
| What we do not refund | Any home emergency for which you cannot provide evidence as below. |
| Evidence required | Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to Your home insurance company. Fire – A report from the fire service and/or police. |
| Theft of Document(s) | Means the theft of a document necessary for the booking, which cannot be replaced in time for the booking. |
| What we do not refund | If the documents can be replaced in advance of the Booking or on the day. Lost documents. |
| Evidence required |
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| Work Relocation | Means a requirement to move address imposed on you by your current employer, unknown to you at the date of Booking. The move may be temporary or permanent and must be to a location that makes the travel requirement to your booking unreasonable. |
| What we do not refund | Attendance at business meetings and business travel. Any temporary relocation for work must be for a period of at least 3 months. Voluntary relocation or where you are changing employer for a new role. Where you are the business owner or registered director, or a member of your family is. |
| Evidence required | A letter from your current employer confirming the relocation details. Evidence of living at the new address. |
| Armed Forces & Emergency Services Recall | Means you as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work on the date of the booking or are posted overseas and cannot attend the booking. |
| What we do not refund | You were aware of or had scheduled work on the date of the booking, prior to making the booking. You made an unsuccessful request for annual leave for the date of the booking. |
| Evidence required | A note from your commanding officer or Line Manager to confirm being called into work or duty and that this was not your original schedule. |
| Jury Service | Means a summons for you to attend Jury Service over the date of the booking of which you were unaware at the time of making the booking. |
| What we do not refund | Any Jury Service for which you cannot provide evidence as below. |
| Evidence required | A copy of the letter requiring Jury Service. |
| Court Summons | Means You are summoned to appear as a witness in court proceedings on the day of the booking of which you were unaware of the time of making the booking. |
| What we do not refund | Any Court Summons in which you are not there as a witness, including civil and criminal cases where you are involved in the case yourself as the plaintiff or defendant. |
| Evidence required | A copy of the court summons. |
| Changes to Examination Dates | Means the unforeseen change of the date of an examination that you are already registered to the day(s) of the booking. |
| What we do not refund | If you failed the examination previously and had to re-sit. where the examination is being provided by a commercial business (not by an educational board). |
| Evidence required | A copy of a notice from the examination body, school, college, or university confirming the change of date. |
| Emergency Circumstances | Means an unforeseen circumstance completely outside your control and of no fault of yours. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund. |
| What we do not refund | Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for a refund. Any change to your work schedule (other than the specific situations listed under Work Relocation or Emergency Services Recall sections of these terms). |
| Evidence required | Any evidence requested by our Customer Experience Team to verify the emergency circumstances. |
Any translation of this document from English is for assistance and information only. In event of a Refund Application, the English language version shall be the basis of settlement.
These reasons for refund are considered on an entirely discretionary basis and are not to be taken as a guarantee of refund.
This is not an insurance policy. A refundable booking is an optional extension to Easybook's standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.
Please note: This service can only provide refunds for the reasons included in our wording, available in your booking confirmation email.