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23 September 2026: Tixly, the event ticketing software provider dedicated to performing arts venues and culture houses, has announced a partnership with Protect Group, the global customer-experience innovator behind Refund Protect. Through the collaboration, Tixly has white-labelled Refund Protect as Order protection and embedded the service directly into the Tixly checkout experience.
Tixly’s Order protection gives ticket buyers the option to upgrade their order to a refundable booking at the point of purchase, subject to the applicable terms. The clearly priced option sits within the existing Tixly buying journey, with no redesign or separate technical setup required from venue teams.
When Order protection is purchased, and unexpected circumstances prevent a ticket buyer from attending, they can apply for a refund directly through Protect Group. Protect Group manages the complete journey, including the application, customer support and payout, removing the need for the venue’s box office team to become involved.
For Tixly venues, the partnership is designed to create a more confident booking experience while adding value without adding operational complexity. Venues retain their original ticket revenue and earn a share of every Order protection fee sold, creating a meaningful additional revenue stream through a simple, fully managed solution.
Hrefna Sif Jonsdottir, Managing Director of Tixly, said:
“Cultural venues are looking for practical ways to improve the audience experience and strengthen revenue without creating more work for their teams. Order protection is built around that need.”
“It sits naturally within the Tixly booking journey, gives audiences greater confidence when committing to a purchase and creates a valuable new commercial opportunity for venues. At the same time, Protect Group takes care of the complete refund experience, allowing venue teams to stay focused on their audiences and events.”
The Order protection terms include more than 18 reasons, such as illness, injury and travel disruption, subject to the applicable terms and supporting evidence.
Hayley Fowler-Rimell, Director of Strategic Sales and Platform Growth at Protect Group, said:
“Tixly understands the unique commercial and operational needs of theatres, concert halls and cultural venues. By bringing Protect Group’s Refund Protect into the Tixly experience as Order protection, Tixly and Protect Group are helping venues create a more confident and compelling booking journey for their audiences, while unlocking a meaningful new revenue stream.”
“The partnership combines Tixly’s intuitive, fully integrated ticketing platform with Protect Group’s expertise in protection, Smart Pricing and checkout optimisation. Together, we can help cultural organisations give audiences greater confidence to complete their purchase while maximising the value of every booking.”
“We’re delighted to partner with Tixly and support its growing community of performing arts and cultural organisations. Together, we share a focus on making ticketing simpler, more effective and more valuable, helping venues sell more tickets while giving audiences greater confidence to book.”
Further information about Order protection is available through Tixly’s product and integration pages.
About Tixly
Tixly provides intuitive event ticketing software for performing arts venues, cultural organisations and multi-event venues. Founded in Iceland in 2014, the company helps organisations sell tickets, engage audiences and manage their ticketing operations through a user-friendly platform built specifically for the cultural sector. Tixly serves venues across Europe, North America and Australia, with more than 22 million tickets sold through its ecosystem annually.
About Protect Group
Founded in Leeds, United Kingdom, in 2016, Protect Group is a global customer-experience technology company that helps partners offer flexible refund options and ancillary solutions that improve customer outcomes. Through its AI-driven platform, Protect Group enables partners to add refund protection to their checkout journeys, supporting conversion, customer satisfaction, and long-term loyalty. In 2025, Protect Group offered protection on more than $7 billion in bookings across its verticals.
