Refund protection explained
Refund protection is provided by Refund Protect Group. On the checkout page, the ticket buyers can choose to protect their booking if they are unable to attend.
Cover includes a wide range of circumstances, such as public transport disruption, vehicle breakdown, bereavement, accident, illness, and even Covid. The fee is paid by the ticket buyer and varies depending on ticket value and how far in advance the booking is made.
If a ticket buyer cannot attend, they contact Refund Protect Group directly using the details in their confirmation email. If the claim is approved, a full refund is issued for the entire amount originally paid, including the refund protection fee.
When a refund is processed, the tickets are automatically returned to sale. You retain the original ticket revenue and can resell the tickets. In addition, you receive 5% commission on all refund protection fees sold.
In the admin area, protected orders are clearly identified so you will know which orders have been protected and which ones haven't:
Refund protection is currently available for online purchases only. Box office mode support is planned for mid-2026.
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