Ticket Refund Protection
Jun 19, 2026Updated9 min read00
We’d like to draw your attention to the fact that all tickets purchased on EventCartel.com are non-refundable by default.
However, we understand that unexpected situations can arise, which is why we offer an optional Refundable Upgrade — purchase protection for your ticket. During checkout, you’ll have the option to add this protection to your order. Please note that it cannot be added after the purchase is completed.
This protection allows you to receive a refund for the face value of your ticket if you are unable to attend the event due to one of the covered reasons listed below and can provide the required supporting documentation.
The Refundable Upgrade may be activated in the following cases:
- Illness / Injury
- Illness / Injury
- Pre-existing Medical Condition
- Pregnancy Complication
- Death of Immediate Family
- Public Transport Failure
- Flight disruption
- Mechanical Breakdown
- Adverse Weather
- Home Emergency
- Theft of Documents
- Workplace Redundancy
- Jury Service
- Court Summons
- Armed Forces & Emergency Services Recall
- Relocated for Work
- Changes to Examination Dates
Refunds will not be provided if:
Refunds will not be provided if:
- You decide not to attend the event;
- A mistake was made during the ticket purchase;
- The reason is related to COVID-19 or other epidemics or pandemics;
- You were traveling on a standby ticket or failed to allow sufficient travel time for your journey;
- The reason for the refund was foreseeable at the time of ticket purchase.
How to submit a request:
Please contact us at:
Be sure to include your order number in your email.
Refund requests must be submitted within 30 days after the event date.
Important:
- Only the face value of the ticket is refundable;
- Service fees and additional add-ons are non-refundable;
- Refund approval is subject to review of the submitted documentation;
- Any supporting documents must be obtained and provided at the customer’s expense;
- Refund protection can only be added during the ticket purchase process and cannot be added once the order has been completed.
Below, you can find more detailed information about eligible refund reasons, exclusions, and the documents required to submit a claim.
ILLNESS / INJURY:
Means an Illness or accidental Injury to a person in the Booking or an Immediate Relative.
What is not covered:
- Where you cannot provide evidence that the person affected is within the Group due to Attend the Booking.
- Telephone or online consultations.
- Where You have not been physically examined by a Doctor prior to the date of the Event.
- Conditions that are unpredictable and the event is more than two months in the future.
Evidence required for refund:
Official Doctor’s note or Medical Certificate confirming:
- The details of the illness or injury,
- The date it first occurred,
- A statement that it prevents the person from Attending.
- Proof of relationship.
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 Attending.
What is not covered:
- Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the event.
- Telephone or online consultations.
- Conditions that are unpredictable and the event is more than two months in the future.
- Pre-existing medical conditions of Immediate Relatives.
Evidence required for refund:
Doctor’s note or Medical Certificate confirming:
- Details of the illness,
- The date it changed,
- That it prevents the person from Attending.
PREGNANCY COMPLICATION:
Means a complication of pregnancy You were unaware of when Booking and which means You cannot Attend the event.
What is not covered:
- Normal Pregnancy.
Evidence required for refund:
Doctor’s note or Medical Certificate confirming:
- Details of the complication,
- The date it occurred,
- That it prevents the person from Attending the event.
DEATH:
Means the death of the ticket holder or an immediate family member, or a member of the group travelling for the purpose of attending the event, occurring up to 35 days prior to the date of the booked event.
What is not covered:
- Where you cannot provide evidence that the person was an immediate family member or part of the group travelling to the event.
Evidence required for refund:
- A death certificate.
- Proof of relationship.
PUBLIC TRANSPORT FAILURE:
Means unexpected disruption or failure of the public bus, train, tram or ferry network which is not foreseeable before the date of the Event.
What is not covered:
- If there is a financial failure of any Transport provider.
- Heavy traffic or road closures.
Evidence required for refund:
- 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 event.
What is not covered:
- 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 You have not allowed sufficient time between flights.
- If You have only secured a standby position for the flight.
Evidence required for refund:
- 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 event, the mechanical breakdown, accident, fire or theft of your vehicle taking You to the event.
What is not covered:
- If You did not leave sufficient time to travel to the event.
- If You did not make reasonable alternative arrangements to Attend the event.
- Somebody else's vehicle breakdown.
Evidence required for refund:
- 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.
- A proof of broken vehicle ownership.
ADVERSE WEATHER:
Means weather where a Government Agency has issued warnings not to travel which mean You cannot Attend the event.
What is not covered:
- Adverse weather with no Government Agency warnings not to travel.
Evidence required for refund:
- A copy of the travel warning from the Government Agency.
- Confirmation of relevant route closures.
HOME EMERGENCY:
Means a Burglary, Fire, Malicious Damage or Flood at Your main private residence within 48 hours immediately before the event.
What is not covered:
- Any Home Emergency for which You cannot provide Evidence as below.
Evidence required for refund:
- 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 event, which cannot be replaced in time for the event.
What is not covered:
- If the documents can be replaced in advance of the event date or on the day of.
- Lost documents.
Evidence required for refund:
- A police report or crime number to confirm the theft dated within 24 hours of the theft taking place. (Self-declaration not accepted)
RELOCATED FOR WORK:
Means a requirement to move address imposed on You by Your current employer, unknown to You at the date of Booking your event tickets. The move may be temporary or permanent and must be to a location that makes the travel requirement to Your event unreasonable.
What is not covered:
-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 for refund:
- A letter from Your current employer on an official letterhead confirming the verifiable relocation details.
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 event or are posted overseas and cannot Attend the Booking.
What is not covered:
- You were aware of or had scheduled work on the date of the event, prior to making the Booking.ARMED FORCES & EMERGENCY SERVICES RECALL:
- You made an unsuccessful request for annual leave for the date of the event.
Evidence required for refund:
- 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 event of which You were unaware at the time of making the Booking.
What is not covered:
- Any Jury Service for which You cannot provide Evidence as below.
Evidence required for refund:
- 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 event of which You were unaware of the time of making the Booking.
What is not covered:
- 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 for refund:
- 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 event.
What is not covered:
- 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 for refund:
- A copy of a notice from the examination body, school, college, university confirming the change of date.
Specific reasons where refunds will not be provided:
We do not refund for non-Attendance of an event directly or indirectly associated with:
- actual or perceived: wildfires, volcano eruption, tsunami, earthquake; war, hostilities, terrorism, civil commotion; strikes and industrial action; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure;
- naturalization, visa, in-vitro fertilization or other appointments;
- failing to comply with any law;
- any Booking emanating from Cuba, Iran, North Korea, Russia, Sudan or Syria;
- where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
- if it exceeds 18 months from the date originally booked to the conclusion of the transacted event.
IMPORTANT:
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 Upgrade is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.