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PROTECTING YOUR TICKETS

CHANGE OF PLANS? GIGANTIC REFUND PLAN HAS YOU COVERED

We understand that life's full of unexpected twists and turns - that's where Gigantic Refund Plan comes in.

Ensure you have a safety net when it comes to booking your event tickets, with this optional add-on. It protects you against unexpected hiccups that might prevent you from attending an event.

Gigantic Refund Plan can be purchased during checkout for most events on gigantic.com. It's completely optional, so you can purchase at your own discretion. But, we strongly recommend you include it in your booking, as tickets are otherwise non-refundable.

For an additional fee, you'll be provided with protection that allows for a face value refund on any unused booking if you are unable to attend - as long as it meets the qualifying conditions listed on this page. Don't worry if the booked event is rescheduled; Gigantic Refund Plan will be extended to the new date of your booked event.

Please note: Gigantic Refund Plan is not an insurance nor covered by the Financial Services Compensation Scheme.



Our refund plan ensures you get the face value of your ticket refunded in certain circumstances. For instance:

  • Public transport disruption
  • Adverse weather conditions
  • Bereavement or illness
  • Vehicle breakdowns or accidents
  • Jury service
  • Burglary or fire in your residence
  • Court proceedings

... and more. Full details are listed further down this page under Terms and Conditions.

Be aware that you'll be expected to provide supporting documentation to support your Gigantic Refund Plan claim, and we can't issue a refund without it.

Unfortunately, there are some circumstances where Gigantic Refund Plan will not allow for you to receive a face value refund. For instance:

  • You can't provide documentation to support your claim
  • You have prior knowledge of the disruption that will prevent you from attending your booked event
  • Criminal activity prevented you from attending the event
  • You decide not to attend for any reason not outlined in the Refund Plan terms and conditions
  • You request a refund after the event has started or already passed

Further examples and full details are, again, listed further down this page under Terms and Conditions.

It's really important that you notify us as soon as possible should you need to request a refund under Gigantic Refund Plan.

To help our Refund Plan team process your refund quickly, please share as much information with us as possible, including:

  • The name and date of the booked event
  • Your name
  • Email address
  • Order Reference Number.
  • Supporting documents/evidence

Remember, you MUST provide relevant evidence and documentation in order for us to process your refund request.

You can submit a refund by emailing refundplan@gigantic.com.

Please be aware that we reserve the right to amend or revise the Gigantic Refund Plan at any time without notice, so please check these terms regularly.

Any changes to the Gigantic Refund Plan apply to your ticket purchase with immediate effect from the date of publication on our website.

Gigantic Refund Plan

The Refund Plan is an additional service and totally optional.

For an additional fee, You will be provided with a refund on any unused booking if you are unable to attend the booked event due to any of the circumstances set out in this document. If the booked event is rescheduled, the refund plan will be extended to the new date of the booked event.

Please note that this Refund Plan is not an insurance nor covered by the Financial Services Compensation Scheme.

Definitions:

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

  • 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 who is registered with a recognised professional body. A doctor cannot be you or 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 us with the Refund Plan in the same transaction.
  • Illness
    A physical or mental condition confirmed by a doctor that prevents you from attending the booked event. For the avoidance of doubt, Covid-19 shall not be deemed an illness for the purposes of the Refund Plan unless it is confirmed by a doctor that it is preventing you from attending the booked event.
  • Injury
    A bodily injury confirmed by a doctor that prevents you from attending the booked event.
  • Immediate family
    Your husband, wife, partner, civil partner, parent, child, brother or sister.
  • Public transport network
    Any mode of public transport other than public hire taxis licensed for public use on you had planned to travel to a booked event.
  • Ticket(s)
    A non-refundable, authorised ticket that was purchased from us where the Refund Plan 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.

When a Refund Will Be Issued:

We will refund the face value of your ticket if you are unable to attend due to:

  • Unexpected public transport disruption not known in advance, with no alternative available (evidence required).
  • Illness or injury to you or your only attending companion, supported by a fit note.
  • Death of an immediate family member within 4 weeks of the event (death certificate required).
  • Breakdown, accident, fire, or theft of a private vehicle en route to the event (emergency services report or breakdown assistance record required).
  • Jury service notice received after booking (original dated summons required).
  • Burglary or fire at your home within 48 hours of the event (emergency services report required).
  • Court summons as a witness received after booking.
  • Armed Forces: Posted abroad or leave withdrawn after booking (written confirmation required).
  • Emergency Services: Rostered to work after booking (written supervisor confirmation required).
  • Adverse weather with a Met Office Red Warning or official police/government travel warning (evidence of road closures required).

Refunds Will Not Be Issued For:

  • Circumstances known at the time of booking.
  • Missing valid documentation (e.g., fit note, death certificate).
    • We do not accept:
    • Photos of medication or prescriptions
    • Injury or illness images
    • Graphic/distressing content

  • Pre-announced transport issues.
  • If any costs are recoverable elsewhere (insurance/rescheduling).
  • Late arrival due to poor planning.
  • Criminal activity that prevents attendance (e.g. arrest, being held under caution at a police station, or movement restrictions imposed by a court)
  • Scheduling conflicts (e.g., holidays, exams, weddings).
  • Fraudulent claims or documentation.
  • Lack of childcare arrangements on the event day.
  • Government disease-related travel bans.
  • Declined or missing travel visas.
  • Choosing not to attend for reasons not listed above.
  • Missing ticket evidence.
  • Requests made after the event starts or ends.

General Conditions

  • Only fit notes are accepted for illness claims and must be dated by a medical professional to cover the date of the event.
  • Pregnancy is not a valid reason unless complications are certified by a medical professional.
  • If you have a contagious illness and cannot attend, a fit note from a phone consultation is acceptable (per NHS guidance).
  • All documents must be in English.
  • All claims are subject to English law.

Application Requirements

  • Requests must be submitted before event doors open.
  • Office hours: Mon-Fri, 9:00 AM - 5:00 PM (UK time).
  • Requests outside office hours may not be processed in time.

Submission & Conduct

  • All refund requests and complaints must be sent via email only (refundplan@gigantic.com).
  • Phone support is not available for refund processing.
  • Abusive or aggressive communication will not be responded to.
  • Personal data will be handled per data protection laws and our privacy policy, available on request or via our website.

Our Terms and Conditions have been updated. Customers who booked prior to April 30, 2025, will remain covered under the previous Terms and Conditions