If you want a refund because of coronavirus
If something you were planning to do has been cancelled because of coronavirus, you might be able to get a refund. For example, if you had travel plans or were going to an event.
You should check the website of the business or service you’re worried about or any emails you’ve received from them. They might have changed their normal rules to help you.
If you can’t pay your bills, check what extra help you can get.
If you were meant to travel
If your booking is cancelled because of coronavirus, you might be able to get a refund or choose to rebook for another time.
You’ll automatically have the right to a refund if your booking was for either:
a package holiday - check if your booking counts as a package holiday
- a UK or European flight - check if your booking counts as a UK or European flight
If your booking was for something else, check the terms and conditions to find out if you’re entitled to a refund and how long it should take.
If you booked a train or coach to travel between 23 and 27 December 2020
If you booked your journey when the rules said you could travel at Christmas, you should get a refund.
To get a refund, you need to have booked your journey on or after 24 November 2020 - and before the rules changed on 19 December 2020.
Check the train or coach company’s website to find out how to claim.
If you want to cancel a future booking
You might want to cancel a future booking - for example, if you’ve booked a holiday that will be affected by coronavirus restrictions.
You can find out if your travel is affected by coronavirus restrictions on GOV.UK.
The company you booked with might agree to give you a refund. Check if you can get a refund by:
- looking at their terms and conditions
- contacting them and asking
If the company won’t give you a refund, it’s usually better to wait and see if they cancel the booking later. If they cancel the booking, they’ll have to refund you.
If you’re offered a voucher instead of a refund
It’s usually best to ask for a refund instead - you should contact the company you booked with and ask. They have to give you a refund if you’re entitled to one - for example, if they cancelled your travel.
If you’re thinking of accepting a voucher, check the terms and conditions, including:
- when the voucher expires
- whether you can change your mind later and get a refund
If the company you booked with has gone out of business
You should check if your booking will still go ahead - for example, you could:
check the company’s website
call or write to the company and ask
If you booked with a travel agent, you should contact the other companies your travel is with - for example, your flight or hotel provider.
If your booking isn’t going ahead, you might be able to get a refund - you can find out how to try and get your money back.
If your booking was for a package holiday, you should check the company’s website - they should tell you how to get a refund.
If you can’t find out how to get a refund, you could look on ABTA’s website instead - ABTA have details of travel companies that have gone out of business. Find out how to get your money back from a company that’s gone out of business on ABTA’s website.Contact the Citizens Advice consumer helpline for help working out if you can get a refund for a voucher.
If your refund is taking longer than expected
It might take longer to get your refund at the moment because lots of people are asking for refunds.
You should contact the company and ask how long the refund will take. It’s worth telling them if you need the money urgently - for example, if you’ve lost your job because of coronavirus.
If the refund takes longer than the company said it would, you can find out how to complain.
If the company says they won’t give you a refund
If you have travel insurance, check if you can make a claim. You could read the terms and conditions or contact the insurer. You might also be covered by your home insurance or your bank account insurance.
If you claim on your insurance, you might have to pay:
- an excess fee
- more for insurance in the future
If you spent money on someone else, you might not be able to claim it back unless they’re named on your insurance policy.
You could check if you can get a refund if you paid by card or Paypal instead.
You can try to get a refund from your card provider at the same time as starting your insurance claim. You can only get a refund from one of them - if you keep the money from both it could be fraud.Contact the Citizens Advice consumer helpline if you need more help - a trained adviser can give you advice over the phone or by email.
If you had tickets for an event
What you can do will depend on who you bought the ticket from. Check if you can get a refund on an event ticket.
If you don’t want to go to an event anymore but it’s not been cancelled, you might not be able to get a refund.
Rearranging your wedding or civil partnership ceremony
You might be able to rearrange your wedding or civil partnership registration for a new date. Contact all of the services you've booked to check what they can do.
If you’ve got insurance for your wedding or civil partnership registration, check the terms and conditions to see what’s covered.
If you want to cancel something and your contract shows you’ll be charged a cancellation fee or you’ll lose your deposit, it might not be fair. Check the government guidance on wedding and event contracts on GOV.UK.
Check if something is a scam
Make sure you only use trusted sources of information about coronavirus.
If you see emails about coronavirus from someone you don't know, don't click on any links or buy anything.
Don’t give money or personal details to anyone you don’t know or trust – for example, if someone knocks on your door and offers to help.
You can check if something might be a scam.
If you need more helpcontact the Citizens Advice consumer helpline - a trained adviser can give you advice over the phone or by email.
If a company has treated you unfairly, you can report them to Trading Standards. You can check how to report a company to Trading Standards.
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