Gigantic Tickets Refund Promise

We understand that sadly not everyone can attend every event that they book. We wish to give you some peace of mind, although our promise does not extend to all circumstances. Our promise is that we will provide you with a refund for any unused booking if you are unable to attend the booked event due to any of the circumstances set out below.

The promise we offer is an additional service and totally optional. It is a promise that we will make a refund to you in certain limited circumstances for the payment of an additional fee in addition to your booking fee.

Refund Promise is not an insurance nor covered by the Financial Services Compensation Scheme.

This promise is administered by TicketPlan on our behalf. Please direct any questions that you may have as regards this promise or any refund to them at the address given below. Definitions are given at the end of this document.

Provided that the relevant booked event has not taken place and you give written notice to us within fourteen (14) days of having taken advantage of our Refund Promise, of your wish to cancel the benefit of your Refund Promise, then this promise will be cancelled and your fees paid in respect of the promise will be repaid.

Please note that all relevant reports must be provided in English. We cannot deal with any other language. Our promise is subject to English law.

Our Promise: When we will refund

Except as provided below under the heading “When we will not refund”, we will refund the cost of your booking if you are unable to attend a booked event due to:

When we will not refund?

We will not make a refund where:

The Amount of the Refund

If the above conditions are fulfilled, we will refund you the purchase price including any booking fee, of the booked event.

Our refund will not include travelling or associated other expenses (unless travel costs are included as part of the total booking price, in which case we will refund the amount of those costs so included).

We will not pay any costs you incur in submitting or providing evidence to support your refund application.

General Conditions

The following apply to ALL requests for a refund:

  1. you must make all necessary arrangements to arrive at the event on time and be prepared to evidence the same;
  2. you must take all reasonable precautions to prevent or reduce any request for a refund or the amount to be refunded.

Requesting a Refund from Us

You must either visit and complete an online refund application form, or write to us at TicketPlan Limited, Evolution House, New Garrison Rd, Southend-on-Sea, UK, SS3 9BFin order to request a refund application form as soon as reasonably possible after becoming aware of circumstances that may lead you to request a refund.

You may be asked to provide at your own expense the following:

Data Protection and Privacy Notice

We will use your personal data in accordance with applicable data protection laws and our privacy policy, a copy of which can be found on our website or requested by contacting us.

Personal Data provided when you purchase the Refund Promise will be shared with TicketPlan Limited. If you make a claim under the Refund Promise you will be required to provide additional personal data to TicketPlan Limited. TicketPlan Limited will use your personal data for the purpose of administering your claim under the Refund Promise in accordance with applicable data protection laws and its privacy policy, a copy of which can be viewed at


The following words or phrases have the meaning shown below wherever they appear in bold in this document.

accident A bodily injury confirmed by a doctor that prevents you from attending the booked event.
booking/booked event The pre-planned and pre-booked service(s) / event(s) / ticket(s) transacted with us by you.
doctor A qualified medical practitioner registered with a recognised professional body. A doctor cannot be yourself or a member of your immediate family.
emergency services The Police, Fire and Rescue Service or Emergency Medical Services.
group Any number of people who have made a booking with the booking vendor with Booking Refund Protection in the same transaction.
illness A physical or mental condition confirmed by a doctor that prevents you from attending the booked event.
immediate family Your husband, wife, partner, civil partner, parent, child, grandparent, grandchild, brother or sister.
normal pregnancy Symptoms which normally accompany pregnancy (including multiple pregnancy) and which are generally of a minor and/or temporary nature (e.g. morning sickness, fatigue etc.) which do not represent a medical hazard to mother or baby.
pre-existing medical condition Any disease, illness or injury (whether diagnosed or not) existing at or before the date of booking and for which medical advice or treatment has been sought in the 12 months preceding the date of booking.
public transport network Any mode of public transport other than public hire taxis licensed for public use on which the customer had planned to travel to a booked event.
ticket(s) A non-refundable, authorised ticket that was purchased from a recognised and reputable booking vendor where Booking Refund Protection has been purchased at the same time as purchasing the ticket(s).
we/us/our The booking vendor with whom you made the booking.
you/your/yourself A person who has made a booking alone or as part of a group with us.

TicketPlan - Refund Promise - Gigantic Tickets (Rev: 25.11.2021)