Dorney Lake Series – Cancellation FAQs
We sent out an email on 15 July to all registered participants of Season Finale Triathlon to announce the unfortunate cancellation of the 2020 event
We have been working hard with British Triathlon behind the scenes to help bring the sport back, and although it’s great that some triathlons events are now planned to take place this year, we are unfortunately not confident enough in delivering a safe event for you to take the risk in September.
We are sure you are as disappointed as we are. However, we are planning to be back better and stronger next year.
Below are answers to the most common questions you may have:
How do I defer my entry to 2021?
Many of you had deferred from another event into Season Finale 2020.
We are happy to offer you a FREE transfer to the original event you had entered in 2020 (Eton Sprints, Banana or Season Finale) to be held in 2021 (Dates will be similar to those planned in 2020, and will be announced in due course)
To join us at the corresponding event, you do not need to do anything. We will automatically move you across to the same distance as your previous booking all free of charge after the 30th of July 2020.
I would like to get a credit note for next season please
That’s great! You will need to let us know by Thursday 30th July 2020 to take this option.
We will send you a code by the end of October that can be used with any Human Race event next season. This voucher will be your entry fee minus £10. Please note that your original booking fee is not refundable / transferable as laid out in our standard terms and conditions. This £10 fee will cover some, but ultimately not all, of the fixed costs incurred in planning the original event as well as admin fees charged to us for this action.
Please click here to fill out the necessary information to claim your voucher, our team will be in touch with any further guidance and your voucher.
Our calendar for 2021 is still TBC, however, to give you an idea of the events you would be able to use this on, traditionally each year we organise the Dorney Lake Triathlons, Royal Windsor Triathlon and the tri for life Woburn Abbey Triathlon.
I’d like to transfer/gift my entry to a friend
You must complete this action Thursday 30th July 2020. All substitutions must be done online, and a £10 fee will be charged as per our normal transfer process. This £10 fee will cover some, but ultimately not all, of the fixed costs incurred in planning the original event as well as admin fees charged to us for this action.
To access your account, follow this link or copy and paste it into your browser mydashboard.timeto.com. Once logged in, scroll to find the Eton Sprints Weekend event and select ‘Transfer Registration’. You will then be required to input the new participants email address. Once you select to transfer your entry to another person, they will receive an email to accept the transfer. The new participant needs to complete the registration process, including payment. This payment will also include any price increases to event entry. Once this has been completed, the original participant will receive the refund, less the £10 fee.
Can I get a refund?
If you are unable to attend the 2020 event you entered in 2021 or take up another option, then in light of the extraordinary circumstances, as per our terms and conditions in our contract we will be offering refunds minus a small £5 admin fee.
Please note your original booking fee charged by Active is non-refundable, as outlined in our Terms and Conditions. The average booking fee cost was around £5 per person plus the £5 admin fee = an average of £10 per person.
The £5 fee covers some, but ultimately not all of; a fee charged to us to refund, plus some unrecoverable event costs and staff time.
As this is a manual process we will need to be notified about your refund by Thursday 30th July 2020
To claim your refund simply click here and fill in the necessary details.
We aim to have everyone’s refunds with them by the end of September.
You will need your unique registration ID for this which can be found at the top of your cancellation email.
Each registrant will need to complete their own refund request irrespective of who paid for the entry. If you have registered anyone into a kid’s race, you will need to complete their refund request in addition.
Please note that once you have completed the request, you will receive a receipt email and confirmation email which will show a £0.00 transaction – do not worry about this as this is just indicative of your request, we will be returning your entry fee by the end of September 2020.
Where can I find my Registration ID?
We included your registration ID at the top of the cancellation email. You will also be able to find it in your original confirmation email when entering the event. If you still can’t find it, you can log in to your TimeTo account as well. And if you still can’t find it… you can contact us on firstname.lastname@example.org and we can let you know what it is.
I’m in a relay team, what happens with my team?
If you want to defer to your corresponding 2021 event, you do not need to do anything. You can add/remove members of your team via your TimeTo account as normal.
If you would like to choose a refund, the captain must select this option. Team members are not required to do anything, and we will cancel their registrations as well.
What if I have hired a wetsuit?
What if I have booked bike hire for the event?
All bike hires are managed by our partner British Bike Hire. Please contact them directly at email@example.com to enquire about the options available to you.
I purchased an extra item such as photos or medal personalisation, what happens to my stuff?
Any packages you purchased for Season Finale (or the original event you bought), will be rolled over to the 2021 event. If you want to be refunded, each part of your bundle has a different process, see below for the process for each item.
AWOL Adventure are third party photography platform. Your pre-order photography bundle with AWOL Adventure will automatically be transferred to your corresponding 2021 event. Alternatively, if you do not wish to use on this event, you will be able to apply for a credit note from AWOL for use on another event.
Details of their terms of sale can be found here: https://www.awoladventure.com/terms
AWOL Adventure will be contacting customers who have purchased a photo bundle directly with information on their next steps.
Your iTAB medal personalisation will be transferable to the rescheduled event, any other event run by us or any other event worldwide. For further information contact firstname.lastname@example.org.
What if I have booked accommodation or transport?
Sadly, any bookings for services not listed as part of the event are not covered by our refunds policy. You will have to investigate what options are available directly with that service provider.
I have purchased Registration Protection. How do I claim my refund?
If you have purchased Registration Protection from Booking Protect during your registration, you are able to claim back a refund if your circumstances are covered. Booking Protect are a third party company, please direct all claims and queries to them using the below link. You may use the Booking Protect contact form which is linked here: https://bookingprotect.com/contact-us/
You may submit a refund application via Booking Protect’s easy-to-use online portal: www.bookingprotect.com/refund