FAQs

EVENT CANCELLED

Why did you cancel the event?

Due to the continued worsening of this weekend’s weather forecast, we have taken the difficult decision to cancel Vélo South. To confirm, Vélo South will not be taking place this Sunday September 23.

Please allow our team 7 to 10 business days to get through all refund requests and car parking refunds. If you have a question, please take a look through this page thoroughly before contacting our Customer Service Team.

We thank you for your patience during this busy time.

What are my options? / What should I do if I didn't receive the email outlining the options?

If you have a General or Fast Track Entry (non Charity Entry) you have three options outlined below. You must click on the button below and complete the form to let us know your choice by midnight on Sunday 30 September.

Refund:

You are entitled to a refund of your Vélo South entry fee and any pre-paid car parking fees. If you select this option, please be aware that it may take up to 10 working days for the money to be re-credited to your payment card.

Transfer:

Transfer your place into the sell-out Vélo Birmingham & Midlands – May 12, 2019. Beat the rush and guarantee your place before entries open! If you select this option, we’ll still refund you for Vélo South car parking if you bought a space.

Donate:

Donate your entry fee (& car parking fee if applicable) to our four lead charities for Vélo South – Age UK West Sussex, Alzheimers Society, The British Heart Foundation and Restart Rugby – who will each receive 25% of the total amount donated.

When will I receive my refund?

Our team are working hard and fast to process your refund as quickly as possible. Please allow 10 business days.

This includes ALL entry fees AND car parking but not merchandise (see question two below). Please refrain from chasing payment within this time frame as this may delay your refund further.

I've requested a refund but my card/account is no longer valid. Will I get the money back?

Legally, we can only return the money back to the account used to pay with. Please note that if the card has expired but the account is still active, then it will be returned as normal. If your account has now closed, then please contact your bank to get the funds released to your new account. We are unable to do this for you.

Can you refund the processing fee?

The processing fee is paid to our third party entry portal provider Active, so we are unable to refund this. Please be aware that you are not being charged a processing and/or card handling fee for your refund. We, as the Event Organisers, will return your full entry fee to you within 10 business days.

Will my car parking purchase be refunded?

All car parking will be automatically refunded to those all riders, except for those who opt to donating their entry fee to charity (as we will also donate the car parking fee).

Please allow our team 7 to 10 business days to get through all refund requests and we will process any car parking refunds as soon as we can. We thank you for your patience during this busy time.

I've deferred my place to Vélo Birmingham & Midlands - will my car parking be refunded or rolled over to Birmingham?

All car parking will be automatically refunded to you within 10 business days. There is no need to let us know that you require this. We are unable to ‘roll over’ parking to Vélo Birmingham & Midlands and will refund you the full amount in due course.

The link isn't working / I cannot record my request / my request hasn't been recorded.

Don’t worry, your place will be automatically refunded to you in due course.  If you’d rather defer your place to Vélo Birmingham & Midlands, then email hello@velosouth.com and the team will process this for you manually. Please use subject title “DEFER TO VB&M” to help us!

I secured an entry through one of your Charity Partners – how do I apply for a refund?

You must contact the charity you signed up with to see what their cancellation policy is. Please click here to find their contact details.

Will you cover accommodation and/or travel costs?

Unfortunately we are unable to compensate you for any travel and/or accommodation expenses, as detailed in our Terms of Entry, however we are more than happy to refund your entry fee (and any car parking purchased) and trust that you can reclaim any losses on your insurance.

Can I still get a goodie bag/medal?

No. We have had to return these to our suppliers.

I ordered merchandise but it hasn’t arrived, can I get a refund?

I ordered merchandise but it hasn’t arrived, what do I do? Please contact our Customer Service Team on hello@velosouth.com and they will look into this for you.

Can I return my merchandise and get a refund?

Please be aware that all merchandise was a bespoke kit made to order and therefore non-refundable. As unique items, these are not subject to the standard returns policy, outlined by Primal our merchandise manufacturers.

I didn’t receive the email regarding the refund and deferral process; what can I do?

If you have a General or Fast Track Entry (non Charity Entry) you have three options outlined below. You must click on the button below and complete the form to let us know your choice by midnight on Sunday 30 September.

I missed the 7 day deadline to ask for a refund – what happens now?

Your entry fee will be automatically reimbursed to you and you should expect the money back in your account by mid October.

I’d prefer to defer to Vélo South 2019 – how do I do that?

We are not in a position to accept entries for Vélo South 2019. We are determined to re-schedule the event for 2019 and we will work with our local authority and agency partners to try and identify an alternative date as quickly as we can.