SureGo Website Terms of Use, Service Terms and Privacy Notice

Effective Date: July 2026

PART 1 – WEBSITE TERMS OF USE

  1. About Us

This website is operated by SureGo Assist Ltd (Company No. 17240355) and SureGo Administrative Services Ltd (Company No. 16692470) ("SureGo", "we", "our", or "us").

Registered Office: Foremost House, Radford Way, Billericay, Essex, CM12 0BT, United Kingdom

  • The Safe Travels Cancel For Any Reason ("CFAR") service described on this website is provided by SureGo Assist Ltd.
  • The CFAR service is a reimbursement service and does not constitute insurance or a contract of insurance.

By accessing or using this website, you agree to comply with these Terms. If you do not agree, you should not use this website.

  1. Definitions

For the purposes of these Terms:

  • CFAR Service means the Cancel For Any Reason reimbursement service offered by SureGo.
  • Check-In means completion of the check-in process for a booked trip.
  • Cooling-Off Period means the 14-day period beginning on the day after service documentation is received.
  • Reimbursement Request means a request submitted under the CFAR Service.
  • Scheduled Departure Date means the original date of departure for the booked trip.
  • Service Fee means the amount paid for the CFAR Service, including VAT where applicable.
  • Trip means a journey lasting no more than 150 days which starts and ends in the United Kingdom.
  • UK Resident means an individual ordinarily resident in the United Kingdom whose trip commences in the United Kingdom.
  • Website means the SureGo website through which information and purchases are made.
  1. Acceptable Use

You agree that all information provided to SureGo is accurate, current, and complete.

You must not:

  • Provide false or misleading information;
  • Introduce viruses, malware, ransomware, or other malicious software;
  • Attempt unauthorized access to systems or restricted areas;
  • Use automated scraping tools, robots, spiders, or similar technologies;
  • Impersonate another person or entity;
  • Interfere with the operation or security of the website;
  • Reproduce or distribute website content without permission.

We reserve the right to suspend or terminate access where these Terms are breached.

  1. Intellectual Property

All intellectual property rights in this website, including text, graphics, trademarks, logos, software, and design elements, belong to SureGo or its licensors.

You may view, download, or print website content solely for personal, non-commercial use.

No content may be copied, reproduced, modified, published, or distributed without our prior written consent.

  1. Website Content

Information provided on this website is for general information purposes only.

While we take reasonable care to ensure content is accurate and up to date, we make no guarantee regarding the completeness, accuracy, or availability of website content.

Nothing on this website constitutes legal, financial, insurance, medical, or professional advice.

  1. Third-Party Links

The website may contain links to third-party websites.

SureGo has no control over and accepts no responsibility for:

  • Third-party content;
  • Availability of external websites;
  • Privacy practices of third parties.

Access to third-party websites is at your own risk.

  1. Liability

Use of this website is at your own risk.

Nothing in these Terms excludes or limits liability for:

  • Death or personal injury caused by negligence;
  • Fraud or fraudulent misrepresentation;
  • Any liability that cannot be excluded under applicable law;
  • Rights arising under the Consumer Rights Act 2015.

To the fullest extent permitted by law, SureGo excludes liability for indirect or consequential losses arising from use of the website.

  1. Third-Party Rights

A person who is not a party to these Terms shall not have any rights under the Contracts (Rights of Third Parties) Act 1999.

  1. Governing Law

These Terms are governed by the laws of England and Wales.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

PART 2 – CFAR SERVICE TERMS

  1. Payment

By purchasing the CFAR Service, you authorize SureGo to collect payment using an accepted payment method.

  • Payment is taken immediately upon purchase.
  • All fees are charged in Pounds Sterling (£).
  • Fees include VAT where applicable.
  • Payment information is processed using PCI-DSS compliant payment providers.
  1. Service Documentation

Following purchase, service documentation will be sent electronically using the contact details provided during the order process.

It is your responsibility to ensure your email address is accurate and accessible.

  1. Cooling-Off Period

You have a statutory right to cancel the CFAR Service within 14 days of receiving service documentation.

To cancel, email: reimbursements@mysurego.com

and provide:

  • Your name;
  • Service reference number; and
  • Cancellation request.

Refunds will be issued provided:

  • Travel has not commenced;
  • No reimbursement request has been submitted; and
  • The request is made within the Cooling-Off Period.
  1. Residency and Eligibility Requirements

To purchase and use the CFAR Service:

  • You must be a UK Resident;
  • Your trip must begin within the United Kingdom;
  • You must satisfy all eligibility requirements stated during purchase.

Failure to meet eligibility requirements may invalidate the service.

Where SureGo cancels a service due to ineligibility, any unused service fee will be refunded.

  1. Service Duration

Benefits under the CFAR Service commence the day after purchase.

Coverage ceases on the earlier of:

  • Forty-eight (48) hours before the Scheduled Departure Date; or
  • Completion of check-in for the trip.
  1. Complaints

We aim to resolve complaints fairly and promptly.

Complaints should be submitted to:

complaints@mysurego.com

Telephone: +44 20 8058 7919

SureGo is not currently a member of a formal Alternative Dispute Resolution (ADR) scheme.

PART 3 – PRIVACY NOTICE

  1. Who We Are

This Privacy Notice applies to:

  • SureGo Administrative Services Ltd (Company No. 16692470)
  • SureGo Assist Ltd (Company No. 17240355)

collectively referred to as SureGo.

Registered Office:

Foremost House
Radford Way
Billericay
Essex
CM12 0BT
United Kingdom

ICO Registration Number: ZC185100

For the purposes of UK GDPR, SureGo Assist Ltd acts as the Data Controller unless otherwise stated.

  1. Our Commitment

We are committed to protecting personal data in accordance with:

  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018
  • Privacy and Electronic Communications Regulations (PECR), where applicable

We only process personal information where we have identified a lawful basis for doing so.

  1. Information We Collect

We may collect:

Personal Information

  • Name
  • Address
  • Email address
  • Telephone number
  • Date of birth
  • Service reference numbers

Financial Information

  • Payment details
  • Transaction records

Health Information

Where required to administer our services, we may process health-related information, including:

  • Medical conditions
  • Diagnoses
  • Treatment information
  • Healthcare records relevant to a reimbursement request

Health data is processed only where a lawful basis under Article 6 UK GDPR and a condition under Article 9 UK GDPR applies.

  1. How We Collect Information

We collect information:

  • Directly from you;
  • Through service applications;
  • During claims or reimbursement handling;
  • Through email and customer support interactions;
  • From healthcare providers;
  • From brokers or business partners acting on your behalf.
  1. How We Use Your Information

We process personal data for:

  • Providing quotations and services;
  • Managing reimbursement requests;
  • Customer support;
  • Identity verification;
  • Fraud prevention;
  • Regulatory compliance;
  • Legal claims and dispute resolution;
  • Service improvement and operational management.
  1. Lawful Bases for Processing

Our lawful bases include:

Contract

To provide and administer services.

Consent

For certain marketing activities and where explicit consent is required for health information.

You may withdraw consent at any time.

Legal Obligation

To comply with legal and regulatory requirements.

Vital Interests

To protect life or safety in emergency situations.

Legitimate Interests

Including:

  • Service administration;
  • Fraud prevention;
  • Security monitoring;
  • Business analytics;
  • Direct marketing where permitted by law.

You may object to legitimate-interest processing at any time.

  1. Sharing Your Information

We may share information with:

  • Third-party administrators;
  • Service providers and processors;
  • Payment providers;
  • Healthcare providers;
  • Legal and professional advisers;
  • Regulators and law enforcement agencies where required.

All processors are subject to contractual confidentiality and security requirements.

  1. International Transfers

Where data is transferred outside the UK, we implement appropriate safeguards including:

  • UK International Data Transfer Agreements (IDTA);
  • UK Addendums to Standard Contractual Clauses;
  • Adequacy Regulations recognised by the UK Government.
  1. Security and Retention

We implement appropriate technical and organisational security measures, including:

  • Access controls;
  • Encryption where appropriate;
  • Secure storage;
  • System monitoring;
  • Regular backups.

Personal data is generally retained for up to six years following the relevant transaction or relationship, unless a longer retention period is required by law.

  1. Your Rights

You have the right to:

  • Be informed;
  • Access your personal data;
  • Rectify inaccurate data;
  • Erase personal data where applicable;
  • Restrict processing;
  • Data portability;
  • Object to processing;
  • Challenge automated decision-making;
  • Withdraw consent where processing is based upon consent.

These rights are subject to certain legal conditions and exemptions.

  1. Subject Access Requests

Requests for access to personal data should be submitted using the contact information below.

We will:

  • Verify your identity;
  • Respond without undue delay;
  • Normally respond within one month of receiving a valid request.

Requests are generally free unless manifestly unfounded or excessive.

  1. Cookies

Our website uses cookies and similar technologies to improve website functionality, security, and user experience.

Further details are available in our Cookie Policy.

Where required by law, we will obtain your consent before placing non-essential cookies on your device.

  1. Contact and Complaints

SureGo has designated responsibility for overseeing privacy compliance to its senior management team.

For privacy enquiries, please contact:

Data Protection and Privacy Team

Email: privacy@suregoassist.co.uk

Postal Address

SureGo Assist Ltd
SureGo Administrative Services, 30466 Sgt. E.I. Thomas Boots Drive, Suite 205, Spanish Fort, AL 36527

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Information Commissioner's Office
Website: https://ico.org.uk
Telephone: 0303 123 1113