Mastercancel FAQ's

If I have to cancel what do I get back and when do I receive my refund?

When Mastercancel is applied for a cancellation the guest receives 100% of payments made. 

All refund payments are processed on the departure date of the cancelled booking. This is a condition of the booking that we pay your full 100% refund on the day that you were due to check out of the property. Due to our insurance policy with Mastercancel we are obligated to adhere to this policy in all instances. To read our cancellation policies please click here

Why do I have to wait until the day of my departure for my refund?

This is a condition of the Mastercancel policy. The cancellation plan is in place to offer a safeguard to guests with genuine reasons to cancel their booking. Paying a refund back on the original departure date deters potential bookings that may use it as a holding facility. To read our cancellation policies please click here

Can I cancel my holiday for any reason?

For all bookings made after 12.00pm  7th June 2020,  you can cancel for any reason within 3-60 days of arrival. There are no forms to fill in, we do not require evidence or doctors notes. We simply require written notice of cancellation by email from the email address attached to the booking. The date and time stamp attached to the email we receive will be provided as evidence of cancellation. 

For all existing bookings made before 12.20, 7pm June 2020 that have been transferred to new dates because of Covid-19, the original terms & conditions will apply 

All refund payments are processed on the departure date of the cancelled booking.

You can read our full terms and conditions on this link.

What if I cancel within 3 days prior to arrival?

Bookings cancelled within 3 days of arrival are not refundable. 

For example - if you are arriving on a Monday, you can cancel up to the Thursday. Cancellations on Friday, Saturday, Sunday (day before) or Monday (arrival day) will not be covered by Mastercancel. We require written notice of cancellation by email from the email address attached to the booking. The date and time stamp attached to the email we receive will be provided as evidence of cancellation.

We strongly advise that travel protection is taken for all bookings to cover last minute cancellations, trip interruption situations, medical coverage, and other unforeseen events that may arise during your trip.

What if I cancel before 60 days prior to arrival?

Cancelling more than 60 days before arrival does not activate Mastercancel. We would recommend waiting for the 60 day cancellation period to start before cancelling your booking.

Does this include current bookings?

No Mastercancel is only included for new bookings made from 12.00pm 7th June 2020 with an arrival date after 1st August 2020.
Bookings made before this date will have the Terms and Conditions accepted at the time of booking.

I have a Covid-19 Deferment letter, does Mastercancel cover the new booking?

No sadly not. One of the conditions set by the underwriter is that it is for brand new bookings only, uncompleted bookings which were given deferment letters or credit notes are not covered by Mastercancel.

Bookings made before 12.00pm  7th June 2020 (with an arrival date after 1st August 2020) will have the Terms and Conditions accepted at the time of booking. All customers with a Deferment letter will of course be supported by our dedicated Customer Service team.

Is Covid-19 included?

Yes. Whether it is because you do not want to risk becoming unwell, whether you are isolating or if there is a government lock down of Peak Venues. Mastercancel will cover this between 60-3 full days before arrival.

Can I choose not to have Mastercancel?

No. Mastercancel is valid on all bookings from 12.00pm 7th June 2020 and is included in the cost of the booking.

Is any scenario not covered by Mastercancel?

  • war, civil war, invasion of foreign enemies, war-like activities (whether or not there is an actual declaration of war), rebellion, insurrection, civil commotion arising to the level of uprising, military or usurped power;​
  • acts of terrorism committed for political, religious, ideological, or similar purposes;
  • actions intended to prevent any of the above.