holiday cancellation

1 week holiday in europe booked and paid in full. Sadly we have had a family tragedy and the holiday must be cancelled. Does anyone have any experience of how a holiday company will look at this. any advice would be appreciated.

Your insurance will probably take care of it. You have got travel insurance haven’t you?

It’s actually a relative and yes they are insured

What I do is ascertain that you have insurance and then I would send you a letter confirming that you have forfeited your money under the terms of our mutual contract. You pass the letter to your insurer and they refund your loss. If you were dealing with me I would also include a comp slip offering you a small discount off any future booking.
Sorry to hear of your family tragedy.

Sandwich. thanks for the help