You may qualify for a refund if:

(Certain terms are bolded for emphasis and defined later in this document.)

You are unable to attend your Booking due to one of the reasons listed below and provide the necessary supporting evidence.

Eligible Reasons for Refund:

• Illness or Injury (including Covid)
• Pre-existing Medical Condition
• Pregnancy Complication
• Death of an Immediate Family Member
• Public Transport Failure
• Flight Disruption
• Mechanical Breakdown
• Adverse Weather
• Home Emergency
• Theft of Documents
• Workplace Redundancy
• Jury Service
• Court Summons
• Armed Forces or Emergency Services Recall
• Relocation for Work
• Changes to Examination Dates

If your Booking is canceled or postponed by the provider, please contact our Customer Service Team directly. You can find our contact details in your Booking confirmation or on our website.

In addition to the reasons listed above, we may consider other emergency circumstances at our discretion.

To ensure you understand what is covered, please review the General Conditions of Refund and the detailed explanations for each reason below.

General Conditions of Refund

1. All refund requests are evaluated at our discretion.
2. Refund requests must relate to unforeseen events that occurred after the Booking was made.
3. Refunds are not granted for:
   • Errors made while booking.
   • Bookings that are no longer wanted or needed.
   • Cancellations or postponements by the provider (please contact Customer Service for assistance).
4. You must make all reasonable arrangements to attend the Booking, including arranging necessary travel or documents and allowing adequate travel time.
5. Refunds are not provided for concerns about Covid or changes in travel plans due to Covid restrictions.
6. Additional evidence may be requested to support your application, including proof of eligibility and intent to attend.
7. Supporting evidence must be provided at your own expense, including a copy of the Booking confirmation.
8. Bank details will be required to process the refund directly to your account.
9. Maximum refund per transaction is $15,000 USD or the local currency equivalent.
10. If an application is rejected due to the wrong reason being cited, a new application may be submitted for consideration at our discretion.

Requesting a Refund

To apply for a refund:

1. Click the link provided in your Booking confirmation email or click here.
2. Submit your application within 60 days of the Booking.

Detailed Reasons for Refund

Illness/Injury
Definition: Illness or accidental injury to a person in your Booking or immediate household.
Exclusions:

• Conditions not examined by a doctor before the Booking date.
• Telephone or online consultations.
• Events more than two months in the future.
  Evidence Required:
• Doctor’s note or medical certificate detailing the illness/injury, date of occurrence, and confirmation of inability to attend.

(Similar detailed sections for all other reasons listed above can follow.)

Exclusions

Refunds will not be granted for:

• Non-attendance related to communicable diseases or major global disruptions (e.g., wildfires, earthquakes, terrorism).
• Appointments for naturalization, visas, or in-vitro fertilization.
• Legal or regulatory violations.
• Bookings associated with restricted countries or individuals subject to sanctions.

For further details, please refer to the full terms and conditions.