Today’s ticket buyers are making decisions in a more expensive, less predictable world. They want access to unforgettable events, but they also want to know what happens if life gets in the way. That hesitation has a name: booking anxiety.
It shows up at checkout when fans pause before committing. It shows up when they worry about illness, travel disruption, weather, family emergencies, work conflicts, or simply being stuck with tickets they can no longer use. In a high-intent, time-sensitive environment, even a small moment of doubt can become a lost sale.
Protect Group helps ticketing platforms, venues, promoters, teams, and event organisers reduce that hesitation without adding operational complexity or unnecessary risk.
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Refund protection gives fans the reassurance they need to complete the purchase, while giving operators a structured, managed way to handle refund demand.
Our service are designed for the realities of ticketing: perishable inventory, high-demand events, fraud risk, secondary market pressure, customer support volume, and the need for fast, clear outcomes.
The result is a better buying experience for fans and a stronger commercial model for partners.
Fans are not asking for complicated policies. They are asking to feel less stuck.
Protect Group gives them a clear, legitimate path to resolution when something goes wrong. That reassurance can help customers feel more comfortable buying earlier, spending more confidently, and completing transactions they might otherwise abandon.
Behind the scenes, our technology supports intelligent decisioning, Smart Pricing, configurable product design, and operational controls that help Partners manage risk while still delivering a fan-friendly experience.
The goal is to give genuine fans more confidence while safeguarding the event's finances.
Chargebacks are expensive, slow, and frustrating for everyone involved. They also tend to happen when customers feel they have run out of reasonable options.
Protect Group provides a clearer alternative.
With straightforward communication, fast decisions, and managed fulfilment, fans have a defined route to resolution before they go to their bank. That can help reduce dispute volumes, lower operational overhead, and guard revenue that might otherwise be lost through avoidable escalation.
Fans expect the buying experience to feel as modern as the event itself.
That means clarity at checkout, simple terms, fast answers, and a refund experience that does not feel like a maze designed by someone who hates weekends.
Protect Group helps deliver that experience with instant decisioning, multilingual support, digital payouts, and a process built to reduce uncertainty when it matters most.
Fewer support queries. Fewer escalations. More confident fans.
Jason Mastrine is a strategic, visionary business leader and event technology consultant with an unmatched passion for the industry. An intuitive translator of ideas, an active listener, and an engaging communicator, Jason has a unique perspective on how integrated tech solutions can improve fan experiences and engagement while optimizing revenue and internal operations.
Prior to joining the Protect team in Fall, 2023, Jason held senior positions at Billfold Cashless Solutions, Patron Technology (now Leap), and TicketsWest. In the late 90’s Jason co-developed String Cheese Incident Ticketing - a direct-to-fan artist ticketing company that successfully challenged Ticketmaster in a 2004 antitrust court battle.
Jason has experience in ticketing operations and sales, artist & festival management, venue promotion, grassroots, digital, and partner marketing, and event sponsorship. He has degrees from Indiana University and the University of Alabama, and lives in Denver, Colorado with his three teens and dog Winny.
With the Pulse Platform, you can launch Refund Protect, add Protect Plus products, and manage performance across brands and markets from a single platform.
Protect Group helps partners reduce booking anxiety, improve conversion, create ancillary revenue, and give fans a better way to buy when life feels a little unpredictable.
Because when fans feel secure, they are more likely to act.
And when your model is optimised, you can grow with confidence.
