After the purchase
If a purchaser has selected Refund Cover, you should include a brief explanation of how to make a refund request in your purchase confirmation email.
Suggested wording
Your purchase has Refund Cover
You must request a refund as soon as reasonably possible after becoming aware of your change of circumstances covered by the Refundable Terms. This service is administered by Refund Cover, please direct all enquiries to them. Apply for a refund
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The link to the Refundable Terms should point to https://refund-request.com/refundableterms
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The link to apply for a refund should point to https://refund-request.com/request
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If possible, we recommend that you include the booking reference in the URL with the
rparameter: https://refund-request.com/request/?r=[purchase_ref]
Alternative options
If you cannot identify if a purchase has Refund Cover in your confirmation email, we suggest using the wording from the help article example below.
If you are not able to add any text to your purchase confirmation emails, consider sending a separate email or including information about how to claim at the end of the purchase flow and in your help articles.
Suggested wording for help articles
If you purchased Refund Cover
You must request a refund as soon as reasonably possible after becoming aware of your change of circumstances covered by the Refundable Terms.
The service is administered by Refund Cover, please direct all enquiries to them.
- The link to the Refundable Terms should point to https://refund-request.com/refundableterms
- The link to apply for a refund should point to https://refund-request.com/request
Always link to the Refundable Terms
Always link to the Refundable Terms at https://refund-request.com/refundableterms
Do not copy the Refundable Terms onto your own site or host it elsewhere. The Refundable Terms may change in future – it is vital that customers see the correct terms at the point of purchase and can also refer back to the correct terms for a past purchase.