Date: Thursday 10th May 2017 / 13.00
We know that you've all been waiting patiently for an update on your refunds, medals and T-Shirts, transfers to other events or confirmation of your very kind donation to our charity partner Macmillan Cancer Support. Thank you for bearing with us since the 18th March. The process has been a lot trickier than we expected but we can finally confirm that we are on the home straight.
The crux of the matter is that refunds of this nature are so rare within the industry we work in and there is not a simple system that will allow us to collect your preferences and action them without the alignment of a number of systems and processes. This is taking longer than we anticipated but we would like to assure you that we are working around the clock (literally as our booking system provider is based in Australia) to get your refunds actioned as soon as we possibly can. We have today be given confirmation that the final stage of the process has been initiated and therefore all of those who requested a refund will be delighted to know that your refund has left our account. Our payment provider assures us that all payments will hit our customers' bank accounts within the next 7-10 days. Again, we would like to apologise for the delay in this. We really didn't expect it to take as long as it has. We will be reviewing this process carefully so that if we experience extreme weather conditions in the future and are forced to cancel an event, we will be able to issue refunds in a shorter timeframe.
For those of you who requested to donate your money to Macmillan, thank you ever so much. Your kindness has meant that more than £2000 will be winging its way to Macmillan in the coming weeks.
For those of you who requested a medal and t-shirt, these will be with you by the end of next week. And finally, all transfers to our Cheltenham & Exeter events will be completed very soon. All runners requesting this option will be contacted directly with confirmation of their registrations.
Thank you once again for your support this year.
If you have any queries please do email email@example.com. However, due to volume of queries that we have at this time, our current response rate to emails is around 7-14 days. We are as small team and are doing all we can to respond as quickly as possible.
Date: Friday 6th April 2018 / 11.15am
We have received so much support since the cancellation of the inaugural Weston Super Half and much encouragement to re-run the event this year - thank you so much. We are still looking to find a date in 2018 to re-run the event. However, as we move towards the busy summer period for the seaside town, it is proving very difficult to find a suitable date when the seafront, The Grand Pier and other key stakeholders are all available in order to host the event. Not to mention the huge task of successfully applying for road closures during the busy season.
We will keep you informed of any developments. However, in the meantime we think it would be best to implement our cancellation and refunds procedure now whilst we continue to look at all the possibilities.
In our last notice we advised you that we would be offering a number of cancellation options, including:
1. To transfer your Weston Super Half 2018 race place to one of our other Half Marathon events – either Cheltenham’s Half Marathon (30.09.18) or Exeter's Great West Run (14.10.18)
2. To donate the value of your refund to our Official Charity Partner, Macmillan Cancer Support (cost of race place, less 10% administration fee. See below for refund value breakdown)
3. To request a medal and t-shirt be posted to you for completing the 13.1m distance in your own time (no further refund due in this instance)
4. A refund for your race place (cost of race place, less 10% administration fee, as per our terms and conditions. See below for refund value breakdown)
In order for you to inform us of your cancellation preference, we have set up a form which you will need to complete. Please click here to complete the form:
To complete the form please follow the instructions carefully. You will need to select '1' from the quantity list and then click the ‘REGISTER NOW’ button to answer the questions relating to your preferences. Please complete the form before midnight on the 25th April at which point we will collect all the responses and action all requests by the 30th April 2018.
For those participants from whom we do not receive a response, we will issue a refund as per our terms and conditions.
If you have any questions, please email our dedicated Weston Super Half email address firstname.lastname@example.org and we will respond as quickly as we can. Please do not click the reply button to this email if you have a query, as the inbox it will go to is not managed by us and we will not be able to access or respond to your message.
We look forward to receiving your preferences and actioning your requests.
Many thanks from all at Runjoy.
* Value of refund/donations: Race place purchased during early bird period; Affiliated runner £27, Non-affiliated runner £29.70. Race place purchased during standard price period; Affiliated runner £31.50, Non-affiliated runner £34.20
Date: Friday 23rd March 2018 / 11.30am
Firstly, we'd like to say thank you. Thank you to every single one of you who were signed up to take part in the inaugural Weston Super Half for your kind support and patience whilst we continue to work through the repercussions of cancellation and explore the various options of how to move forwards and stage the inaugural Weston Super Half.
Cancelling the event last Sunday was an incredibly hard decision to make, especially as we didn't want to let down those who had put their faith in us to deliver a great event. We have read all the kind comments that have been sent our way and thank you for making things more bearable during this difficult week.
We understand that you are all very keen to know what is happening so here's our update as promised.
We are continuing to work with North Somerset Council and Highways, the Emergency Services, The Grand Pier and all the major stakeholders in the event to explore the option of rescheduling the event in 2018. To provide some insight into this procedure it takes circa 12 weeks to review the route and secure road closure permission for events such as the Weston Super Half, not to mention the difficult task of securing all major suppliers on dates that correspond with potential new dates. It's a mammoth task and one which we are keen to do well.
We are doing all we can to find a suitable date to rerun. However, unfortunately it is too early within this process to understand exactly when this might be, or indeed if it is possible. We will endeavour to provide you with a further update within the next 14 days where we will be able to explicitly say whether we are able to the reschedule the event in 2018, or be forced to run the inaugural Weston Super in 2019 instead.
From the feedback we have received, we believe that the majority of our participants would prefer for us to reschedule if it is at all possible. With that in mind, should we manage to restage the event our first option would be to offer runners the opportunity to transfer their place across to the rescheduled event.
If it does not become possible to re-stage the event, we will be looking to offer the following three options:
The opportunity to transfer your place to one of our other events being Cheltenham's Half Marathon on 30th September, Exeter's Great West Run on 14th October or the Weston Super Half 2019 (date TBC)
To donate your fee to our event charity partner Macmillan Cancer Support
Claim a refund for your place which, in line with our terms and conditions would be the price of your event ticket, less a 10% administration charge (sadly, we can not refund the third party booking fees that were charged at the time of booking)*
In our next update we will provide you with a clear process by which you can inform us of your choice from the above options. In the mean time, we thank you in advance for you further patience as we would not be able to process any requests ahead of the announcement on Friday 6th April 2018.
Thank you once again for your support, we look forward to sharing more with you in two weeks time.
*Refunds can only be offered for places purchased directly with Runjoy. Runners who have purchased their places through a charity will need contact their charity directly. See term 4.9 in our terms and conditions for details.
CLICK HERE to read our terms and conditions.
Date: Sunday 18th March / 14.00pm
With snow and ice forecast for Weston-Super-Mare and much of the M5 corridor south of Bristol, the MET Office have issued an Amber weather warning across the region.
With this in mind we have been assessing the route and race village locations, liaising with and taking advice from the emergency services, event management and traffic management specialists, and local stakeholders to get a full picture of the impact the weather might have on the event.
The safety of our runners, spectators and volunteers is of paramount importance to us and it is with this in mind we have had to make the very difficult decision to cancel the Weston Super Half on Sunday.
This has been an incredibly difficult decision to make and we are truly sorry for all those who have made plans to join us this weekend. We understand that many of you will be greatly disappointed after months of training and, for many, fundraising for causes close to their hearts. We share your frustration and are devastated to have had to make this decision, especially as we were so excited to be bringing the first Weston Super Half to the town.
Following this announcement, we will be contacting all runners directly via email by Friday 23rd March to provide further updates on how our cancellation procedures and refunds policy will operate. We will also provide updates on our Facebook page. Please do bear with us whilst we continue to work through the logistics of our cancellation procedures. The next few days are going to be extremely busy and we are unlikely to be able to respond to specific enquiries regarding race places directly. If you have any urgent needs regarding your race place please email email@example.com and we will endeavour to respond as soon as we can.
Once again, this decision has not been made lightly and we are so disappointed to be sharing this news with you all. We thank those who have signed up to run, our event sponsors Howards Motor Group, event partners and volunteers in advance for your kind support and patience. It is very much appreciated at this time. We will be in touch with you all soon.