WHAT IS EVENTCOVER REFUND PROTECTION?
EventCover Refund Protection provides efficient, clear and speedy refunds by allowing the promoter or ticket merchant to extend their own terms and conditions of sale.
Customers can now purchase with confidence, knowing that they can claim a refund should they meet these extended terms.
The cost of all the services provided by our Refund Protection is incorporated into the price of all tickets at the point of sale or offered as an additional add-on. There is also the option to introduce an additional revenue stream and start earning from the moment you implement our product. In the event of a claim, all the costs of the claims’ service are covered, there is no extra cost to yourself as the Promoter or Ticket Merchant.
The cost includes software licencing, claims management and bank transfer charges.
WHAT ARE THE BENEFITS TO THE TICKET HOLDER?
All refunds are managed and administered by EventCover and our specialist partners at EOS Claims LLP.
If You have purchased the Refund Protection through Your Ticket Merchant or Promoter, You will be provided with a refund for the unused cost of YourTicket Price that cannot be recovered from anywhere else if the Ticket Holder suffers an inability to attend an Event because of any of the circumstances noted in the terms and conditions, that are neither expected nor intended by You or the Ticket Holder and are outside Your and the Ticket Holder’s control.
HOW DO OUR REFUNDS WORK?
Our dedicated claims team will walk You through the entire process. Simply complete the online refund request link found within your original booking confirmation or email [email protected]
As a minimum, You will be asked to provide at Your own expense the following within 45 days of registering Your refund application:
- the original unused ticket(s) and vouchers for all parts of the Ticket Price
- a full detailed description of the event causing Your inability to attend
- any reasonable supporting evidence that We ask for
SUMMARY OF EVENTCOVER REFUND PROTECTION
We will refund You the unused cost of Your Ticket Price that cannot be recovered from anywhere else if the Ticket Holder suffers an Inability to Attend an Event because of any of the following circumstances, that are neither expected nor intended by You or the Ticket Holder and are outside Your and the Ticket Holder’s control:-
→ physical bodily injury to or sickness of a Ticket Holder or a member of their Immediate Family that occurs between the time that the Ticket Price is paid by You to Us and the day of the Event which does not allow the Ticket Holder to attend or participate in the Event and which is further confirmed by a licenced Physician or Doctor in writing.
→ the cancellation, rescheduling or delay of airline flight(s) which results in the Ticket Holder being unable to attend or participate in the Event and which the Ticket Holder was unaware of at the time the Ticket Price was paid by You to Us
→ the death prior to the Event of a Ticket Holder or a member of their Immediate Family which results in the Ticket Holder being unable to attend or participate in the Event and which is supported by a death certificate;
WHAT IS NOT COVERED UNDER THE EVENTCOVER REFUND PROTECTION?
→ if the Ticket Holder suffers injury, sickness or death, that arises from any known Pre-Existing Condition, sickness, disorder or known pre-existing injury, unless the Ticket Holder received a release to attend or participate in the Event from their licenced Physician or Doctor.
→ if any application for a refund arises out of, is contributed to by, or results from Coronavirus disease(COVID-19); Severe Acute Respiratory Syndrome Coronavirus 2 (SARS-CoV-2); or any mutation or variation of SARS-CoV-2
→ if the Ticket Holder is fearful or there is a threat of catching a Communicable Disease leading to an Inability to Attend or if there is an imposition of quarantine or restrictions or any action is taken in controlling, preventing, suppressing or in any way relating to the movement of people or animals by any local, national or international body or agency due to a Communicable Disease.
→ if prior to the confirmed Ticket Price purchase by You, the Ticket Holder had any known fact or condition which could reasonably cause or lead to an Inability to Attend or participate in the Booking.
→ if the Ticket Holder’s Inability to Attend resulted from:
- acts committed with the intent to suffer an Inability to Attend the Booking;
- the use or misuse of alcohol (either directly or indirectly) or drugs (either recreational or medical), or non-compliance with prescribed medical treatment, regime, therapy, advice or medication;
- intentionally self-inflicted harm;
- suicide or attempted suicide (whether sane or insane);
- cosmetic or any other elective surgery;
- organ harvesting surgery save if elective surgery to donate an organ to a member of the Immediate Family;
- mental, nervous or emotional disorders that do not require immediate hospitalization;
- routine pre-natal care, fertility treatments, elective abortion, pregnancy complications which occur in the 9 weeks before or after the expected date of delivery.
- engaging in extreme sports, including but not limited to:
- skydiving, base jumping, hang gliding, or parachuting;
- bungee jumping;
- caving, rappelling, or spelunking;
- skiing or snowboarding outside of marked trails or in an area accessed by helicopter
- climbing sports or free climbing;
- personal combat or fighting sports;
- racing of any motorized vehicle or motorcycle or watercraft;
- free diving or scuba diving at a depth greater than 60 feet or without a dive master, by the Ticket Holder and/or a member of the Immediate Family.
→ any expected or foreseeable events.
→ the Ticket Holder travelling to a country, region, or city for which their government has issued a travel advisory in writing prior to their departure date.
→ if the venue at which the Event is to take place closes or the Event is cancelled, abandoned, interrupted, relocated or postponed.
Refer to the full terms and conditions of the Refund Protection for the exhaustive inclusions and exclusions.
DEFINITIONS WITHIN THE REFUND PROTECTION
The following keywords or phrases have the same meaning and are underlined wherever they appear in this protection, unless stated below.
Ticket Holder means the person(s) attending the Event for which the Ticket Price has been paid by You to Us.
Immediate Family means either the Ticket Holder’s, legal or de facto spouse, civil partner, children, step-children or the person or guardian responsible for looking after their children where the children are minors, daughter(s) and son(s) in law, grandchildren, parents, parents-in-law, step-parents, grandparents, siblings, fiancé or fiancée.
who are under 81 years of age at the time of the purchase of the Ticket Price and who are resident in
New Zealand, Australia or the United States of America.
Communicable Disease means any disease capable of being transmitted from any organism to another organism by means of any substance or agent.
Ticket Price means the refundable transaction value of monetary fees including any booking, handling and service fees that are required to be paid by You to Us for the Ticket Holder to attend or participate in the Event.
Event means the pre-booked ticket, enrolment, entrance or registration fee together with any ancillary services or facilities for which a Ticket Price has been paid by You to Us.
Physician /Doctor means a person (other than You or the Ticket Holder) who is not related to You or the Ticket Holder by blood, marriage or civil partnership who is licenced to prescribe drugs and administer medical treatment (within the scope of such licence) at the location where the treatment is provided. A Physician/Doctor does not include a naturopath, a herbalist or a homeopath.
Pre-Existing Condition means the physical impairment, defect, degenerative process, illness, sickness, disorder, injury, infirmity, medical or psychological condition of the Ticket Holder or a member of the Immediate Family which existed prior to the time the Ticket Price was paid by You to Us. For the purpose of this definition a physical impairment, defect, degenerative process, illness, sickness, disorder, injury, infirmity, medical or psychological condition exists prior to the time the
Ticket Price was paid by You to Us, if it has been diagnosed by a Physician/Doctor prior to time the Ticket Price was paid by You to Us or, in the event it has not been so diagnosed, then in the
opinion of a Physician/Doctor the Ticket Holder or the member of the Immediate Family could reasonably have been expected to be aware of its existence prior to time the Ticket Price was paid by You to Us.
We/Us/Our means the Promoter
You /Your means the person(s) responsible for paying the Ticket Price.
GENERAL REQUIREMENTS
- You and the Ticket Holder must make all necessary arrangements to arrive at the Event on time.
- You and the Ticket Holder must not be aware of any material fact, matter or circumstance, at the time of purchase of the Ticket Price which may give rise to a refund request.
- You must take all reasonable precautions to prevent or reduce any request for a refund.
- Unless We agree otherwise:
a) the language of this document and all communications relating to it will be English; and
b) all aspects of the contract, including negotiation and performance, are subject to the laws of New Zealand and the decisions of the courts of New Zealand.
REQUESTING A REFUND
In the event of a reason leading to the Ticket Holder’s Inability to Attend or participate in an Event, You are responsible for reporting the event within 45 days of the date of the Inability to Attend, by following the instructions as set out in Your Booking Confirmation Form and completing the refund request details. Our dedicated claims team will be happy to assist and can be contacted at [email protected]
Where You have purchased multiple tickets for up to 8 Ticket Holders in total who are part of the Immediate Family to attend the Event and one or more of the Ticket Holders who are part of the Immediate Family is prevented from attending the Event due to an Inability to Attend and as a result one or more of the remaining Ticket Holders are unable attend the Event, then you may apply for a partial refund. Details and examples of how your partial refund will be calculated can be found within the full terms and conditions
You must:
- Follow the instructions and provide information as requested by EventCover or EOS Claims LLP
- Authorize Us or our authorized representative(s) or agent(s) to obtain documentation, records and other information as needed;
- Agree to the independent medical examination of the Ticket Holder or member of the Immediate Family if required by Us or our authorized representative(s) or agent(s);
- Co-operate with Us or our authorized representative(s) or agent(s) in the investigation, defence or settlement of the Ticket Price; and
- Assist Us or our authorized representative(s) or agent(s), upon our request, in the enforcement of any right or remedy against any person or entity which may be liable to You for the Ticket Holder’s Inability to Attend or participate in the Event.
- You will not, except at your own cost, voluntarily make a payment, assume any obligation, agree to a settlement, or incur any expense related to the refund of the Ticket Price without Our consent. We will contribute $100 towards a Physician’s/Doctor’s report obtained by You in support of a valid Right to Refund claim.
- Refund of Ticket Prices will be calculated in accordance with these Terms and Conditions.
You will be asked to provide at Your own expense the following within 45 days of registering Your refund application:
- the original unused ticket(s) and vouchers for all parts of the Ticket Price;
- a full detailed description of the event causing inability to attend;
- any reasonable supporting evidence that We ask for.
#1
Customers have the option to add refund protection right from the checkout, allowing the standard terms and conditions of sale to be extended.
The service is complimentary for merchants/promoters and comes at a minimal cost to the customer as a percentage of their total Ticket Price.
#2
Customers will receive an email containing information about the program and instructions on how to request a refund.
Once a refund request has been submitted, our claims team will work with the customer to ensure they receive a full refund for their purchase, in line with the terms and conditions.
#3
The refund process is handled, allowing both you and the customer to retain your funds and maintain peace of mind.
Additionally, your ticket becomes available for future purchases, creating a mutually beneficial situation.
