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.
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 reasons not covered to ensure Cancellation Protection is right for you. Cancellation Protection 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
Public Transportation Failure
Mechanical Breakdown
Theft of Travel Documents
Jury Service
Court Summons
Armed Forces & Emergency Services Recall
Relocated for Work
Changes to Examination Dates
COVID-19*
Illness/Injury*‡
Death of Immediate Family*‡
Pre-existing Medical Condition*
Pregnancy Condition*
Flight Disruption
Adverse Weather
Home Emergency
* Applies to You, or Your Immediate Family Member
‡ Applies to any person traveling in your Group.
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 (see below).
We may consider other Emergency Circumstances at our discretion.
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)
any travel restrictions associated with COVID-19 or fear of travelling due to COVID-19
booking the wrong date
changing your mind, “buyer’s remorse”
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, radioativity
Cyber Incident or Cyber Act; state property seizure
failing to comply with any law
any Booking emanating from Cube, 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 government travel bans as bookings impacted by government travel bans are typically eligible for a refund
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 below.
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 ID90 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).
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 the ID90 Travel 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 become infected with Covid-19 within the 7 days immediately prior to Attending your Booking; supported by evidence of a positive PCR text result or communication of isolation from your relevant government.
Someone within your Immediate Household, becomes infected with Covid-19, supported by evidence of positive PCR test or government communication of isolation.
The hospitalization, or death, of Your Immediate Family Member due to COVID-19, within the 30 days immediately prior to attending Your Booking; supported by a medical / death certificate.
A significant change in your pre-existing medical condition in the 7 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 Immediate Household.
Where Your travel plans are affected by COVID-19 restrictions.
Where Your travel plans are affected by travel restrictions caused by measures to control the spread of Covid-19.
Evidence required
Evidence of a positive PCR test result and/or verification from your government that you are isolating. If using PCR test it should be carried out at an authorized laboratory and carrying a QR or bar code that can be verified
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.
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 prior to the date of the Booking.
Telephone or Online consultations
Conditions that are unpredictable and the event is more than two months in the future
Evidence required
Doctor’s note or Medical Certificate confirming the details of the illness or injury, the date it first occurred, hat it prevented You from Attending the Booking, proof of relationship.
Death
Family Member or any person(s) in the Group due to Attend the event with You, up to 35 days prior to the date of the Booked event.
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 and proof of relationship.
Pre-existing Medical Condition
A physical or mental health condition that You already had when You made the Booking that would not normally prevent You Attending.
What we do not refund
Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.
Telephone or online consultations.
Conditions that are unpredictable and the event is more than two months in the future.
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 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.
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.
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 and it is cancelled or postponed, your refund will not be paid through this service, contact Customer Services.
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 main private residence within 48 hours immediately before the Booking, of which You were unaware of at 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 bus, train, tram or ferry network which You could not have reasonably been aware of before the date of the Booking.
What we do not refund
If there is a financial failure of any Transport provider.
Heavy traffic or road closures
Evidence required
Confirmation 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.
Any vehicle You plan to use during the Booking.
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 (self-declaration is not accepted).
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 not there as a witness, including civil and criminal cases where you are involved in the case yourself as the plaintiff or defendant.
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 to a location that makes the travel requirement to Your Booking unreasonable.
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.
Where You are the business owner or registered Director, or a member of Your family is.
Evidence required
A letter from Your current employer confirming the relocation details.
Evidence of living at the new address
Changes to Examination Dates
The unforeseen change of the date of an examination for a course on which You are already registered to the day(s) of the Booking.
What we do not refund
Where You failed the examination previously and had to re-sit.
Where the examination is being provided by a commercial business (not by an educational board).
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 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.
Immediate Household - persons living together at the same permanent adress.
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.