My supplier won’t let me cancel my trip/event. Am I covered with Ultra trip and event cancellation protection?
If your supplier doesn't allow cancellations, and you need to submit an Ultra trip and event cancellation protection claim, here's what you should do:
- Contact the supplier: Try to negotiate with the supplier directly to see if they'll offer a refund, credit, or reschedule option
- Gather documents: Collect any evidence that shows the supplier refused your cancellation request, as well as any other necessary documents, like proof of booking and reason for cancellation
- Submit a claim: File a claim in-app, providing all the required documents, including the documents mentioned above
Important things to remember:
- Timing: You must cancel your trip or event and file your claim as soon as possible, but no later than 1 day before the trip or event starts. Exceptions apply for serious illness, injury, or medical conditions
- Minimum value: To be eligible for cover, your trip or event must be worth at least £51 for listed reasons (after the deductible)
- Waiting periods: Your trip or event must have been booked no less than 3 days before the start date. Trips or events booked less than 3 days in advance aren't covered
- Ultra plan: Coverage is available only if you bought your trip or event while holding an Ultra plan and have kept the Ultra plan until the cancellation date. If you downgrade or bought the trip or event on a different plan, you won't be covered
Learn more about how to claim in this FAQ in our Help Centre.