Refundable Booking Service Overview


Our new Refundable Booking Service offers customers the option to pay an extra fee when making a booking. This service provides customers with the opportunity to receive a 100% refund of the total basket value if they are unable to attend an event due to unforeseen circumstances. Here’s how the Refundable Booking Service works and what you need to know about it.

How It Works

Option to Purchase Refundable Booking Service:

   – Customers have the option to purchase the Refundable Booking Service when making a booking for an event.

   – This service comes at an additional cost, which is calculated as 12% of the Total Cart Value, including all fees (excluding standalone products and donations). This fee is paid by the customer.

Partner Details

We have partnered with Protect Group, a leading provider of this specialized service. They have a remarkable Trustpilot rating of 4.8 out of 5 from over 24,000+ reviews. You can learn more about their credibility at

**Important Note: This product is not insurance, cannot be compared with one and is just an ancillary product, which when opted for gives your customers the eligibility to apply and get a 100% refund in case they are unable to attend the event in case of any unforeseen circumstances mentioned in the T&C here.

Here are a few snippets from satisfied customers:

“I was amazed by the speed of my refund processing. Outstanding service!”
“The claim process was a breeze, and the prompt emails were a big help. Refund approved within seconds!”
“My experience with the Refund team was beyond compare. A true display of commitment to service.”

Billing Process:

   – Your organization will collect the entire booking amount, and we will bill you monthly for 9% of the total amount (3% commission).

Integration in TicketSearch

To enable or disable the Refundable Booking option in TicketSearch, contact support, as this can only be done by a Super Admin.

The option is visible from your Events/Product Settings.


The Refundable Booking Service will be automatically deactivated upon launch. To activate it, you must reply to our support team by September 20th. After this date, the service will be active for all customers (except those who opt-out).

Backend Sales Flow

When processing a sale in the backend, operators can select the Refundable Booking option if the customer desires it.

The 12% fee will be calculated on the total cart value.

Online Sales

Customers making online bookings will have the option to select the Refundable Booking Service on the final checkout page.

The online order confirmation page will display the refundable booking amount and terms.

The refundable booking amount and clause will be shown in the confirmation email sent to customers.

Protected Modules and Fees:

   – The 12% Refundable Booking fee is calculated on the following modules and fees:

     – Modules Included:

       – Event

       – Upsell

       – Voucher

       – Membership

       – Subscription and package

       – Deal and Discount (calculated on the discounted price)

     – Fees Included:

       – Ticket price

       – Per ticket fee

       – Delivery fee

       – Transaction fee

       – Taxes


   – The following are excluded from the Refundable Booking calculation:

     – Standalone products

     – All donations

     – Payment fee

Discounts Calculation:

   – If any discounts are applied (e.g., promo codes, pricing template level discounts, upsell level discounts, price overrides, deals), the 12% Refundable Booking fee will be calculated on the discounted price.

Multi-Module Shopping Cart:

   – If a shopping cart contains both products or donations and eligible modules, the price, fees, and taxes associated with products and donations will be excluded from the Refundable Booking calculation, and the calculation will be based on the remaining amount/fees/taxes of the shopping cart.

Refunds and Exchanges:

Our refund and exchange process remains unchanged, with one exception: you won’t have the option to include or exclude the Refundable Booking amount. During the exchange or refund process, the Refundable Booking amount will be automatically included and calculated based on the total amount and applicable fees associated with the transaction.

However, if a refund or exchange is initiated more than 14 days after the original transaction date, the Refundable Booking amount cannot be included and will remain with the original order.

For instance, consider the following example:

Scenario 1: Within 14 Days

  • Event price: $80
  • Per ticket: $5
  • Delivery fee: $5
  • Transaction fee: $5
  • Taxes: $5

Total: $100

  • 12% Refundable Booking: $12

Grand Total: $112

Now, if you choose to exchange or refund this order within 14 days and select only the ticket price, excluding all other fees, the calculation will be as follows:

  • Event Price: $80
  • Tax: $3
  • Refundable Booking: $9.96
  • Exchange/Refund fee: -$1

Final Exchange/Refund Credit: $91.96

Scenario 2: After 14 Days

If you decide to exchange or refund this order after 14 days and select only the ticket price, excluding all other fees, the calculation will be as follows:

  • Event Price: $80
  • Tax: $3
  • Refundable Booking: $0
  • Exchange/Refund fee: -$1

Final Exchange/Refund Credit: $82

To initiate a refund request from the Refundable Booking, you can follow the link provided in the confirmation email. From there, you’ll need to fill out the form, as shown below. The subsequent process will be managed directly between the Refund company and the end customer.

Refund Process

To qualify for a refund, customers must provide supporting documentation and evidence of an emergency circumstance that prevented them from attending the event. The service does not provide refunds for event cancellations caused by the hosting organization or booking errors by the customer.

– For the refundable booking’s terms and conditions, click here: Terms and Conditions 

Bookings and Refund Process

For bookings, the process is simple. If a customer is making a claim for a single event within their booking, fill out the corresponding refund claim form. The coverage extends to the total value of your booking.

Booking Confirmation Information

Booking confirmation emails will include information about the Refundable Booking Service and instructions on how to apply for a refund if needed.

Initiating a Refund

When requesting a refund, customers must fill out a refund application form. The refund amount refers to the portion of the booking they want to be refunded.

– A response will be provided by the refunds team within two business days after reviewing and approving the refund application.

– Please note that customers must complete all mandatory information fields. In case of omission, a reminder will be issued, potentially impacting the processing time and outcome of their refund.

— Refund requests may be denied due to insufficient evidence or if they fall within a non-refundable category as stated in the terms and conditions.

-Additionally, the term “refund amount” pertains to the specific sum the customer wishes to have refunded. For example, if a customer seeks a refund for one ticket out of a booking of three tickets, they should enter the amount corresponding to that single ticket as their refund request.

Refund Cut-off Period

Customers cannot initiate a refund application process after 60 days from the event date.


If you have concerns regarding a customer with insurance seeking a refund, please contact our support team.

For any further questions or assistance, please feel free to reach out to our support team at