Last Updated: 24 April 2020
We appreciate customers at ARC venues may have some questions around COVID-19 and how the precautions around the virus has affected the racecourse. We have collated some answers below, and will continue to update this article as new information becomes available.
I have booked for a horse racing fixture in April, May or June and racing has been cancelled. What do I do?
You can transfer your booking to an alternative date for later in the year or we can process a full refund for you. You need to email us directly with your booking reference number and full name, indicating whether you would like a full refund or transfer; indicating the fixture date that you’d like to transfer to.
Please be aware that there may be an additional payment or partial refund if the ticket price of the transfer is greater or lesser than the original booking.
What will happen with regards my Annual Members Badge or Box?
We fully appreciate that this will have an effect on your Annual Membership and/or Annual Box and that you will be unable to join us at suspended fixtures.
Please rest assured that we are incredibly grateful for your continued support and we are currently working on a plan to make sure that you are able to continue to enjoy fantastic value when you come racing with us. All of our racecourses are in the process of contacting Annual Members and Boxholders with details of their ongoing membership.
If you have not heard, please contact the racecourse with which you deal directly, and a member of the team will be able to assist you.
I have booked for a racing fixture later in the 2020 season – can I have a refund?
Currently, flat racing in front of a crowd is scheduled to go ahead from June onwards, with jumps scheduled to go ahead from July.
We will of course be communicating to our customers if this changes. Although no refunds are currently being offered for fixtures taking place from June/July onwards as these fixtures are currently still going ahead, we would be happy to transfer your booking to another date later in the year.
You need to email us with your booking reference number and full name, indicating the fixture date that you’d like to transfer to. Please be aware that there may be an additional payment or partial refund if the ticket price of the transfer is greater or lesser than the original booking.
I have booked a non racing related event between now and the end of May. Has this been cancelled?
No, this event has not been automatically cancelled, although we would encourage you to contact us if your event is due to take place. You will be eligible to transfer or reschedule your event to later in the year, should you wish, or receive a refund.
Can you please confirm your racecourses policy on refunds if either of our events are cancelled due to coronavirus?
If any additional racing fixtures are cancelled or not made open to the public due to the Covid-19 pandemic, all customers will be able to receive either a full refund or be able to transfer their booking to an alternative date later in the season.
At this stage, all fixtures from July onwards are currently going ahead but will of course be communicating to our customers if this changes.
Will your horse racing fixtures and Music Live events after the end of June still go ahead?
Currently, the British Horseracing Authority have suspended all jump racing fixtures in Great Britain until at least the end of June.
All other 2020 horse racing fixtures and Music Live events at this stage are currently going ahead as normal and are open to the public. We are, of course, continually monitoring this situation and will be in touch with our customers if this changes.
If you are planning on going ahead, what have you done to secure public safety?
We have taken a number of steps to make sure that visitors to our site have plenty of opportunity to follow the official health guidance, which includes regularly washing their hands and maintaining high levels of personal hygiene.
We are also stepping up the cleaning rotas across the site, and we will be prominently displaying the relevant advice from the Government and NHS. Obviously, we encourage all customers and visitors to pay close attention to all of this advice and to contact relevant authorities if they need more information.
I’ve purchased a race day experience package through a 3rd party company, what do I do?
If you have NOT redeemed your voucher, please contact the 3rd party company direct for guidance. (Find Buyagift and Red Letter Days here).
If you HAVE redeemed your voucher with the 3rd party company and your planned raceday falls between 19th March – 30th June 2020 and you are looking for either a refund or validity extension to your voucher, please email the following details to email@example.com
- Contact Number
- Email Address
- Voucher Company Name
- Voucher Company Booking Ref/Voucher Code
- Reason for your email