I was charged a cancellation fee, can it be waived?

Quick answer: Possibly. Tell us what happened and a member of our team will look at it properly.

We know a fee is the last thing you want to see, especially when something came up that you could not help. If this is the case please let us know, and we will do our best to help.

How to ask

Start a chat with us or contact the support team and briefly explain the circumstances. It does not need to be a formal letter, a couple of sentences is fine.

What helps

Anything that explains the timing. If you were unwell, if there was an emergency, if you tried to cancel and something went wrong in the app, tell us. If there was a problem on our end, we want to know about that too.

What we cannot promise

We cannot guarantee an outcome, and it would not be honest to suggest otherwise. What we can promise is that a person reads it, makes a considered decision, and gives you a clear answer either way.