a) Cancellation Guarantee

We will re-book the participant for the relevant experience, or agree a suitable alternative if this is not possible, for any of the following reasons:

1. The death, accidental bodily injury, illness or summoning to witness attendance in a court of the normal country of domicile/residence of a participant, or the death, accidental bodily injury, illness of a close relative (meaning any immediate relative including fiancé(e)) whose death, injury or illness necessitates the presence in the normal country of domicile/residence of the person concerned, preventing participation.
2. Being summoned to duty by HM Forces where the notice provided to the participant is less than 21 days prior to the commencement of the time and date of the booked experience.

b) Exclusions Applicable to the Guarantee

Re-bookings will not be made where cancellation is due to:

1. Pregnancy and childbirth if delivery were expected within three months of the date of participation in the experience.
2. The existence or aggravation of any disability, condition or illness which originated prior to the date of booking the experience and which has required medical treatment within six months immediately preceding such a date.
3. The existence of any condition or set of circumstances known to the participant at the time of booking the experience which could reasonably have been expected to give rise to cancellation or curtailment of the trip or journey.

All claims made within 21 days of the booked event must be raised by calling 0845 600 7965 in advance of the time or date that the experience is booked for, giving as much notice as possible.

Cancellation requests more than 21 days prior to the booked event are dealt with separately and should be made by contacting our Customer Experience Centre on 0845 640 8000.

In the case of the claim being made relating to a death, this should be reported to Red Letter Days in advance of the time or day of the booking, or at the latest within seven days after the experience was scheduled and confirmed to have gone ahead.

All claims submitted must be supported by documentary evidence, satisfactory to Red Letter Days, and by relevant forms countersigned and stamped by a doctor, senior officer in the forces, or appropriate professional governing body. Failure to provide signed supporting documentary evidence may invalidate a claim. Completed claim forms must be returned to Red Letter Days with the necessary supporting documentation no later than 21 days after the booked participation date.