Ticketor - How to: Ticket Refund Protection

Ticket Refund Protection

Refund protection or refund guarantee is being offered to the buyer on the checkout page for a fee, which enables the customer to get a full refund of the purchase price should they or anyone in their party be unable to attend due to:

  • Death, injury, or illness happening to you, or a member of your immediate family.
  • Adverse weather including snow, frost, fog or storm where the Police or Government have issued travel warnings.
  • The mechanical breakdown, accident, fire or theft en route of a private vehicle taking you to the booked event.

Refund protection is offered through "Booking Protect", an independent, 3rd party company. All claims and refunds should be processed directly and solely through Booking Protect. Ticketor or your company are not involved and shall not be hold responsible in the refund protection process.

What does Booking Protect refunds?

Booking protect refunds the total price of purchased tickets, including all service fees and charges, if the buyer cannot attend the event due to certain unforeseen situations when the tickets are non-refundable and not qualified for refund from you.

Booking protect only covers tickets and the fees are calculated based on tickets only. "Merchandise" purchased from your online store (if any) are not covered.

Please read the: Booking Protect's Terms and Conditions.

Shall I Offer Refund Protection?

Refund protection is included for free for eligible Ticketor clients.

It is highly recommended to offer Refund Protect to buyers, especially if your tickets are non-refundable or your return policy is limited. Refund protect can increase your sales as it gives the buyer the peace of mind to go ahead and actually purchase the tickets even-though they may not be certain about being able to attend. Some buyers like the peace of mind that comes with buying protection for their tickets. Moreover, it is paid by the buyer and handled by a 3rd party so you don't lose anything.

However, you can optionally disable this feature. If you want to disable the feature, you can simply disable it from "Control Panel > Account & Settings > Site Settings > Options".

Unexpected circumstances happen and buyers miss the events. Regardless of what your return policy specifies, some buyers will call and ask for a refund. Offering refund protection reduces the chance of such situations and unhappy customers.

How does it work?

On the checkout page, the buyer receives the option and information to purchase refund protection for certain fee. If the buyer chooses that option, the fee gets added to their total invoice amount.

The total amount including the refund protection fee, gets collected through your payment processor, by you.

The buyer receives a confirmation for the purchase of the refund protection.

You are responsible to pay the full collected refund protection fee to Ticketor, which in turn, will pay the refund protection provider.

The refund protection fee, will be billed to you by Ticketor and paid to the service provider. If you are using a payment processor that deducts the fees from each transaction, refund protection fees will also get deducted from each transaction, otherwise you will see a new row on your bills for the refund protection fee, which is already collected by you.

In case the buyer needs to get a refund, they should directly file a claim on the "Booking Protect" website and provide the required documents. BookingProtect is solely responsible and in charge of refunds and claims. Ticketor or your company is not involved in the process and shall not be held responsible.

Important notes:

The purchase protection fees are non-refundable. Keep that in mind when you are making a refund. Never refund the purchase protection fee.


You should activate refund protection for your buyers from Control Panel > Account & Settings > Site Settings > Options and you can change your preference at any time.

If you cannot see the option to enable refund protection on Control Panel > Account & Settings > Site Settings > Options, it means that your website is not eligible for refund protection. To request the feature, please contact us.