Travel Insurance Refund Policy
Insurance is not a returnable good: from the moment cover begins, you have received the protection you paid for whether or not you claim. This policy sets out the circumstances in which a refund is available, and how to request one.
1. If we cannot issue your policy
You receive a full refund, automatically. If we take your payment but are unable to arrange cover for any reason, we will refund the full amount and tell you by email.
This is the one case where you do not need to ask. We monitor every purchase, and if a policy cannot be issued we either resolve it or refund it.
Refunds reach your account within 5 to 10 business days, depending on your bank or card issuer.
2. Cooling-off period — before travel
If you change your mind, you may cancel within 14 days of receiving your certificate and receive a full refund, provided that:
• your trip has not yet started; and
• you have not made a claim, and no incident has occurred that could give rise to one.
To cancel within the cooling-off period, email us with your policy number. The full amount you paid is returned, including our arrangement fee.
3. After the cooling-off period
Once the 14-day cooling-off period has passed, or once your trip has begun, the premium is not refundable. This is standard across the insurance market: the Insurer has carried your risk for the period concerned.
If your circumstances have changed significantly — a cancelled trip, a visa refusal, a medical reason preventing travel — contact us anyway. We will put your case to the Insurer and tell you honestly what is possible. We cannot promise a refund, but we will ask.
4. Visa refusals
A visa refusal does not automatically entitle you to a refund of your premium, because the cover was validly arranged and in force.
That said, if your visa is refused and your trip does not go ahead, contact us with your refusal letter. Some insurers will consider a pro-rata refund where no travel has taken place and no claim has been made, and we will make that request on your behalf.
5. Cancellations we make
If a policy is cancelled because the information provided was materially incorrect or misleading, no refund is due.
If we cancel a policy for any other reason, you receive a pro-rata refund for the unused portion of the cover.
6. Duplicate payments
If you are charged twice for the same policy, we refund the duplicate in full as soon as it is identified. If you believe this has happened, contact us with both payment references and we will resolve it.
7. How to request a refund
Email insurance@hadeytravelsglobal.com with your policy or reference number, the email address used at purchase, and the reason for your request.
We aim to acknowledge within two working days and to give you a decision within five. Approved refunds are returned to the original payment method — we cannot refund to a different card or account.