Roomer Cancellation Protection
Terms & Conditions
Cancellation Protection
ID90 Travel has partnered with Roomer to provide our members more flexibility when traveling. Roomer Cancellation Protection allows you to get a refund on your hotel booking when you need to cancel your stay due to unforeseen circumstances even when the rate is non-refundable or partially refundable.
A refund, up to the total value of the hotel stay, will be provided when you are Unable to Attend Your Booking due to a covered reason and you have provided the required evidence detailed in the individual reasons section below. Please review not covered reasons to ensure Cancellation Protection is right for you. Cancellation coverage is NOT cancel for any reason.
Roomer Cancellation Protection is NOT travel insurance and only provides a refund on your hotel stay up to the full amount of penalties or total value of the booking. Travel Insurance provides medical benefits and reimbursement of additional trip expenses due to a delayed trip as well as trip costs when travel is interrupted.
Summary of Covered Reasons
COVID-19*
Illness (Physical and Mental)*‡
Accident*‡
Death of Immediate Family (including Suicide)*‡
Pre-existing Medical Condition*‡
Pregnancy Related Conditions*‡
Flight Disruption
Adverse Weather
Home Emergency Circumstances
Public Transportation Failure
Vehicle Mechanical Breakdown
Theft of Travel Documents
Jury Service
Court Summons
Armed Forces & Emergency Services Recall
Relocated for Work
Changes to Examination Dates
Other Emergency Circumstances
These reasons for refund are considered on a discretionary basis and are not to be taken as a guarantee of refund. All Refunds are subject to the General Conditions of Refund.
Generally Other Emergency Circumstances may be considered at the discretion of our fulfillment partner and the customer will need to provide evidence for these circumstances.
* Applies to You, or Your Immediate Family Member, regardless of if they are traveling with You.
‡ Applies to any person traveling in your Group.
Reasons Not Covered
Refunds will not be provided for non-Attendance of a Booking directly or indirectly associated with:
any changes to Booking such as dates, room types or hotel; (Contact ID90 directly to make changes to your Booking)
actual or perceived: personal safety concerns, war, hostilities, civil commotion;
conditions of property and/or services provided by property;
inability to board a plane due to being a standby passenger unless an unforeseen flight disruption caused your inability to attain a seat;
imprisonment, repatriation, deportation;
poisonous biological materials, radioactivity;
Cyber Incident or Cyber Act; state property seizure;
failing to comply with any law;
any Booking emanating from Cuba, Iran, North Korea, Sudan or Syria;
where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
if it exceeds 18 months from the date originally booked to the conclusion of the transacted event.
any travel restriction associated with Covid-19, or fear of travelling.
any government travel bans as bookings impacted by government travel bans are typically eligible for a refund.
Requesting a Refund
Your refund application and payment will be handled by the Roomer Customer Experience Team who act as the administrator of Our Refundable terms. ID90 Travel does not determine or approve your refund.
To apply for a Refund, You must complete the Refund Application Form as soon as You know You cannot Attend the Booking, and up to 60 days after the Booking.
If Your Booking is cancelled or postponed by the organizer, You should contact Our customer service team directly; see Your Booking confirmation for contact details.
COVID-19
A refund will be given when You are Unable to Attend Your Booking because of one of the following reasons associated with COVID-19:
You are infected with Covid-19 within 10 days of the start of your booking and have evidence of the positive test.
If someone in your household has tested positive for Covid-19 within 14 days of the start of your booking and has evidence of that test.
The hospitalization, or death, of Your Immediate Family Member due to COVID-19, within the 28 days immediately prior to attending Your Booking; supported by a medical / death certificate.
A significant change in your pre-existing medical condition in the 14 days immediately prior to Attending Your Booking resulting in a doctor recommending you do not Attend due to the risk of exposure to COVID-19.
What we do not refund
Where You do not Attend because You are worried about catching COVID-19 or You are isolating without a positive COVID-19 test in Your household.
Where Your travel plans are affected by COVID-19 restrictions which occurred prior making Your Booking.
Where You have not been physically examined by a doctor.
Evidence required
Doctor’s note or Medical Certificate confirming the details of the illness or injury, the date it occurred, and that it prevented You from Attending the Booking.
Illness / Injury
An Illness or accidental Injury to You, Your Immediate Family Member or any person(s) in the Group due to Attend the event with You.
We will also refund the cost of the Doctor’s note on valid Refund Application.
What we do not refund
Where you cannot provide evidence that the person affected is within Your Immediate Family or in the Group due to Attend the Booking.
Where You have not been physically examined by a Doctor.
Evidence required
Doctor’s note or Medical Certificate confirming the details of the illness or injury, the date it occurred, and that it prevented You from Attending the Booking.
Death
Family Member or any person(s) in the Group due to Attend the event with You, up to 4 weeks prior to the date of the Booking.
What we do not refund
The death of a person not within Your Immediate Family or in the Group due to Attend the Booking.
Where you cannot provide evidence that the person affected is within Your Immediate Family or in the Group due to Attend the Booking.
Evidence required
A death certificate.
Pre-existing Medical Condition
A physical or mental health condition that You, Your Immediate Family Member or any person(s) in the Group were aware of at the time You made the Booking that would not normally prevent You from Attending the Booking.
What we do not refund
Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.
Where you cannot provide evidence that the person affected is within Your Immediate Family or in the Group due to Attend the Booking.
Evidence required
Doctor’s note or Medical Certificate confirming the details of the illness, the date it changed, and that it prevented You from Attending the Booking.
Pregnancy Complication
A complication of pregnancy You, Your Immediate Family Member or any person(s) in the Group were unaware of at the time You made the Booking and which results in You being unable to Attend the Booking.
What we do not refund
Normal Pregnancy.
Where you cannot provide evidence that the person affected is within Your Immediate Family or in the Group due to Attend the Booking.
Evidence required
Doctor’s note or Medical Certificate confirming the details of the complication, the date it occurred, and that it prevented You from Attending the Booking. (Receipt required for Doctor’s note refund up to £50 or equivalent)
Flight Disruption
A cancellation or significant delay of flight(s) which You were unaware of before the date of the Booking, that prevents You from Attending Your Booking.
What we do not refund
If Your flight is Your Booking.
Your flight is cancelled or postponed, and You have a right of compensation for Your Booking from the Airline or another Paying Party for Your Booking.
If You were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements.
If there is a financial failure of any Transport provider.
If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled.
Evidence required
A copy of Your airline ticket and notice of cancellation or significant delay from the airline.
Adverse Weather
Weather where a Government Agency has issued warnings not to travel which entirely prevents You from Attending the Booking.
What we do not refund
Adverse weather with no Government Agency warnings not to travel.
Evidence required
A copy of the travel warning from the Government Agency.
Confirmation of relevant route closures.
Home Emergency
A Burglary, Fire, Malicious Damage or Flood at Your private residence up to 48 hours immediately before the Booking, of which You were unaware of the time of making the Booking.
What we do not refund
Any Home Emergency for which You cannot provide Evidence as below.
Evidence required
Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to Your home insurance company.
Fire – A report from the fire service and/or police.
Public Transport Failure
An unexpected disruption or failure of the public transport network which You could not have reasonably been aware of on or before the date of the Booking.
What we do not refund
If there is a financial failure of any Transport provider.
Evidence required
A copy of the notice of failure or disruption of the public transport.
(This can normally be obtained from the transport company’s website).
Vehicle Mechanical Breakdown
Within the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booking.
What we do not refund
If You did not leave sufficient time to travel to the Booking.
If You did not make reasonable alternative arrangements to Attend the Booking.
Vehicle breakdown of competitive or racing vehicles.
Evidence required
Breakdown – A copy of the service call from Your breakdown recovery service.
An incident number or report from the Police or relevant traffic authority.
Theft of Documents
The theft of a document necessary for the Booking, which cannot be replaced in time for the Booking.
What we do not refund
Where documents can be replaced in advance or on the day of the Booking.
Where documents have been lost.
Evidence required
A police report or crime number to confirm the theft.
An email from the Booking agent confirming they are unable to replace/re-issue the tickets.
Jury Service
A summons for You to Attend Jury Service over the date of the Booking of which You were unaware at the time of making the Booking.
What we do not refund
Any Jury Service for which You cannot provide Evidence as below.
Evidence required
A copy of the letter requiring Jury Service.
Court Summons
You are summoned to appear as a witness in court proceedings on the day of the Booking of which You were unaware of the time of making the Booking.
What we do not refund
Any Court Summons in which You are a named Defendant in Criminal Proceedings or where You are the subject of Criminal Proceedings.
Evidence required
A copy of the Court Summons.
Armed Forces & Emergency Services Recall
You as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work on the date of the Booking or are posted overseas and cannot Attend the Booking.
What we do not refund
You were aware of or had scheduled work on the date of the Booking, prior to making the Booking.
You made an unsuccessful request for annual leave for the date of the Booking.
Evidence required
A note from Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not Your original schedule.
Relocated for Work
A requirement to move address imposed on You by Your employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be more than 100 miles from Your home address at the date of Booking.
What we do not refund
Attendance at business meetings and business travel.
Any temporary relocation for work must be for a period of at least 3 months.
Voluntary relocation or where you are changing employer for a new role.
Evidence required
A letter from Your current employer confirming the relocation details.
Changes to Examination Dates
The unforeseen change of the date of an examination for a course on which You are registered to the day(s) of the Booking.
What we do not refund
Where You failed the examination previously and had to re-sit.
Evidence required
A copy of a notice from the examination body, school, college, university confirming the change of date.
Other Emergency Circumstances
An unforeseen circumstance completely outside Your control and of no fault of Yours which prohibits you from Attending Your Booking.
The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.
What we do not refund
Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for refund.
Evidence required
Any evidence requested by our Customer Experience Team to verify the emergency circumstances.
General Conditions of Refund
Your refund eligibility will be based on all Terms and Conditions stated within this document and ID90 Travel has no ability to determine and/or approve your eligibility for a refund nor is ID90 Travel responsible in any way for non-approval of refunds. If you have a dispute with Roomer, ID90 Travel will assist you provided you notify us of the dispute however there are no guarantees we can reverse the decision of non-refund.
We do not refund for any reason associated with a Communicable Disease (including Covid-19) pandemic or epidemic, except for those reasons listed in the Covid-19 section above.
Your reason for refund must not have been known or reasonably foreseeable at the time You made the Booking.
We do not refund if Your Booking is no longer wanted or needed.
We will not pay a refund through this process where your Booking is cancelled or postponed by the organizer; to make any changes to Your Booking contact Our customer services team directly.
You must make all arrangements to arrive in time
to Attend the Booking, including arranging any necessary permits, travel documents or visas.
You must take all reasonable precautions or make reasonable alternate arrangements to prevent or reduce any refund request.
You will be asked to provide supporting evidence at Your own expense, and a copy of the Booking confirmation; We do not issue refunds where You cannot
provide sufficient supporting evidence.
Maximum refund value per person will not exceed the total value of their share of the Booking, or £10,000 GBP (or alternative currency equivalent).
General Definitions
The following words or phrases have the meaning shown below wherever they appear in capitalized and/or bold in this document.
We/Us/Our – We, ID90 Travel, is the Booking agent with whom You made the Booking.
You/Your/Yourself – A person who has made a Booking alone or the persons who made a single multi-guest booking together with Us.
Your Immediate Family Member – Spouse, partner, civil partner, parent, child, sibling, grandparent, or stepfamily.
Group – A group is defined as at least one other person and up to 30 people who made travel plans together in the same destination at the same time.
Armed Forces – Naval Service, Marines, Army or Air Force.
Attend – participate in, take part in, use, or be present at.
Booking – The pre-planned and pre-booked service(s)/event(s)/flight(s)/ticket(s) transacted with Us by You.
Communicable Disease – means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people.
Doctor – A qualified medical practitioner registered and licensed with a recognized professional body. A doctor cannot be You or a member of Your family.
Emergency Services – Police, Fire and Rescue Service or other Emergency Services.
Immediate family – Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily.
Paying Party – Any organization or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund.