If you want a refund because of coronavirus
If something you were planning to do has been cancelled because of coronavirus, there might be things you can do. 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.
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 is a scam.
If you were meant to travel
If the company you booked with cancels your booking because of coronavirus, contact them. You have the right to a refund – or you can choose to rebook for another time.
It’s worth telling the company when you contact them if you need the money urgently, for example if you’ve lost your job because of coronavirus.
You can chase the company if you don’t get your refund on time. Your refund should be paid:
- within 14 days for a cancelled package holiday – check if your holiday’s a package holiday
- within 7 days for a European flight – you can check what counts as a European flight on the EU’s website
If something was cancelled that wasn’t a package holiday or European flight, check the terms and conditions to find out when you’ll get your refund.
It might take longer to get your refund at the moment because lots of people are asking for refunds.
If you’re offered a voucher instead of a refund
It’s usually best to ask for a refund instead. Tell the company you booked with – they have to give you a refund if you ask.
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 goes into administration before you use your voucher, you won’t be able to spend it. You should get a refund for your voucher if your holiday was a package holiday and the company that went into administration was protected by, for example:
- the Bonded Coach Holidays (BCH) scheme – check if the company’s protected on the BCH scheme website
- ATOL - check if the voucher (called a Refund Credit Note) is protected on the Civil Aviation Authority website
If you’re having trouble getting 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 want to cancel a future booking
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 your holiday is affected by a local lockdown
You can find out what to do about holidays during local lockdowns on the Welsh government website.
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 can’t get a refund.
If you’re meant to get married or register a civil partnership during the lockdown
You’ll need to follow social distancing rules.
Check how many guests you can have at your wedding or civil partnership registration – ask at the place you’re having the ceremony.
You can have a reception with up to 15 people - as long as the wedding or civil partnership registration was on or after 22 August 2020.
You can read the guidance on getting married on the Welsh government website.
If you want to rearrange your wedding or civil partnership registration
If you want, 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.
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.