Keith Prowse is in close communication with the UK Government about current public health matters – the latest details relating to COVID-19 can be found here.
We, alongside the Rights Holders we represent, care about our customers; health and safety is our number one priority. If any decisions are made by the UK Government that impact our planned events, we will communicate with customers directly and in a timely manner. Relevant details will also be posted on our website.
These FAQ have been compiled to answer questions we’re currently receiving, and they will be updated on a regular basis going forward.
My guests and/or I can’t travel because of government restrictions in place due to Coronavirus COVID-19. Can I get a refund?
Current travel advice can be found here. If in the days leading up to the event travel restrictions from places of residence are still in place, please contact your Account Manager or email us at firstname.lastname@example.org to discuss your options. Every effort will be made to respond to correspondence received as quickly as possible, however, please bear with us during this busy period. Our opening hours are Monday to Friday, 09:00 – 17:30 BST
I’m worried about Coronavirus COVID-19. Can I get a refund?
If your event is due to take place this will have been decided in consultation with the local authorities. Therefore our standard Terms and Conditions will apply and you’d be unable to get a refund.
What if my event is cancelled, postponed or due to Coronavirus (COVID-19) takes place behind closed doors?
If your event is announced as taking place behind closed doors or has been cancelled, we’ll be in touch to discuss re-scheduling and/or applicable refund options, including what action you need to take.
We’ll also get in touch if your event is postponed. Your booking will be valid for the rescheduled date and your Account Manager will be able to discuss options if you can’t make the new date.
If I am entitled to a refund, when and how will money be repaid?
This will vary depending on the event in question, how payment was made in the first place and how quickly we can process refunds for payments made on your behalf.
For those requesting a refund, please be aware that in order to equal out your original VAT invoice, a credit note will be issued. For consumers, please keep in a safe place until monies are refunded (refunds will be paid back to the same account/card that payment was made from in the first instance). If you are from a business, this credit note will cancel out your original VAT invoice.
For those transferring that booked online, original acceptance of T&C will stand. A ’21 booking confirmation containing a VAT invoice will be emailed to you; this is proof of your 2021 booking. Please do not pay the invoice if you had paid the 2020 invoice as it will be cancelled out by a credit note that will be issued at the same time.
For those transferring that booked offline, the only change to above is that you will need to re-accept T&C which remain unchanged from those originally agreed to.
What is being done at venues to ensure prevention of Coronavirus COVID-19?We recommend you refer directly to the venue’s websites for more information.
I’m worried about Coronavirus COVID-19. If I decide not to go and the event is still taking place, can I make a claim through my insurance?
You will need to discuss this with your insurer directly.
I booked hospitality via an officially appointed reseller for an event that has been cancelled. Will I be entitled to a refund?
In the first instance you will need to discuss this directly with the supplier in question.