Cancellation & Refund Policy
Last updated: February 2026
This page explains how cancellations and refunds work for StudySafe bookings, based on the Statutory Cancellation Rights and the policy rules. If there is any conflict, the policy documentation prevails.
Downloads (recommended):
1) How to request a cancellation
To request a cancellation, email support@studysafe.travel from the same email used at booking and include:
- Full name
- Policy/certificate reference (if available)
- Purchase date
- Cover start/end dates
- Reason for cancellation (optional)
- A clear statement that you are requesting cancellation
We may ask for supporting information to confirm eligibility for a refund (for example, confirmation of no travel and no claim).
2) Statutory Cancellation Rights (cooling-off period) — 14 working days
If the insurance does not meet your requirements, you may request cancellation within 14 working days of the purchase date and receive a full premium refund, provided that:
- No claim has been made or is pending, and
- No incident has occurred that is likely to give rise to a claim, and
- Travel has not commenced (where relevant under the policy).
3) Cancellation outside the 14 working day period
You may request cancellation at any time after the statutory period; however, no premium refund is available once the cancellation is outside the 14 working day statutory cancellation rights.
4) Who can cancel (policyholder vs insured person)
Depending on the structure of the policy:
- Policyholder cancellations: The policyholder can cancel in accordance with the policy rules and statutory cancellation rights.
- Insured person/certificate holder: The insured person may not cancel the master policy directly, but may choose to end their cover by writing to the policyholder within the statutory period. Refund eligibility still depends on the conditions above (no travel, no claim, no incident likely to give rise to a claim).
(These roles and processes are described in the official policy documentation.)
5) When refunds are not available
A refund will not be provided if any of the statutory cancellation conditions are not met, including (for example):
- A claim has been made or is pending, or an incident likely to give rise to a claim has occurred
- The cancellation request is made after the 14 working day statutory period
- Travel has commenced where the policy requires that travel has not started for a refund
6) Non-payment of premium
If the premium is not paid, the insurer may cancel the policy immediately by sending written notice to the policyholder, in line with the policy terms.
7) Cancellation by the insurer
The insurer may cancel the policy by giving 14 working days’ notice in writing where there is a valid reason to do so (examples include suspected fraud, non-payment, abusive behaviour, non-compliance with policy terms, or failure to take reasonable care to provide complete and accurate information).
If the insurer cancels the policy, a refund may be payable less a proportionate deduction for the time cover has been provided, unless evidence of fraud/misrepresentation applies (in which case cancellation may be immediate and backdated as set out in the policy documentation).
8) How refunds are issued
Where a refund is due, it will be processed back to the original payment method where possible, or another method if required. Processing times can vary depending on banks/payment providers.
9) Questions or complaints
If you have questions about cancellation or refunds, contact support@studysafe.travel.
If you wish to make a complaint, please use our complaints process:
- Complaints Procedure: View policy