Refund Protect is an upgrade to a refundable ticket or booking. Your customers buy knowing that if something unforeseen stops them attending or travelling, they may be eligible for a full refund, including fees. You earn new revenue on every upgrade, and we handle every refund application.
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Customers abandon non-refundable bookings when they worry something unforeseen will stop them attending or travelling. What if I get ill? What if my flight is cancelled? What if something happens at home? When a ticket or booking is non-refundable, those questions stop people buying, or push them to wait until the last minute. That hesitation is booking anxiety, and it costs you conversions, early sales and customer trust.
Removing it shouldn't mean making every rate refundable or funding refunds yourself. Refund Protect gives customers a simple way to buy with confidence, at no risk to your margin.
Customers add Refund Protect at checkout. If an emergency stops them attending or travelling, they apply online, and Protect Group assesses and pays approved refunds. Your team doesn't handle a thing.
Your customers adds Refund Protect to their ticket or booking in one click, for a small fee shown alongside the price.
Illness, an injury, transport failure or another emergency means your customer cannot attend or travel.
The customer submits a refund application on the Refund Platform with supporting evidence.
Clear-cut applications are reviewed by REx, our AI refund function. Anything that needs a closer look goes to our Customer Experience team.
5. Customer gets their refund
Approved refunds are paid by Protect Group, not you, with an average refund payment time of under 4 hours.
Refund Protect lifts conversion, adds a new revenue stream and removed refund admin, while Protect Group funds every approved refund.
Give hesitant customers a reason to book now rather than later. Boletia raised conversion on Refund Protect from 3.03% to 8.52% through A/B testing.
Refund Protect is a new ancillary revenue stream, paid on every upgrade, with no cost to set up.
Approved refunds are funded by Protect Group, so the original booking value stays with you. In ticketing, you can also resell the ticket.
Refund applications, evidence checks, customer emails and payouts are all handled by our team and the Refund Platform.
Customers with a clear route to a refund are less likely to dispute a payment with their bank.
A fast, fair refund experience builds loyalty to your brand, even when plans change.
Refund Protect upgrades your standard terms. If a customer can't attend or travel because of one of 17 emergency circumstances, they may be eligible for a refund of 100% of the eligible booking value, including fees.
Our guiding view is that life happens: our Customer Experience team looks at whether the reason was beyond the customer's control, from illness to a sick pet.
Want an option that doesn't need a reason? Explore Cancel For Any Reason (CFAR).
Fast where it can be. Human where it matters
Every refund application is made online through the Refund Platform, our dedicated customer refund journey. REx, our AI review function, checks each application and approves clear-cut cases automatically, so customers get their money back quickly.
When a situation needs more care, our Customer Experience team steps in. They speak to the customer, look at the circumstances in full and make a fair decision. AI never declines an application. That's the difference between a refund experience and an insurance process: we look at the person, not just a checklist.
Protect Group combines enhanced refund terms, human-led refund decisions and built-in conversion optimisation, all through one integration. Plenty of providers can add a checkbox to your checkout. We build booking confidence into the whole journey, from the moment a customer sees the offer to the moment their refund lands.
Refund Protect is an enhanced refund term on your ticket or booking. No policy wording, no claims process, no small print that makes customers feel caught out.
Our Customer Experience team assesses real circumstances with care. Customers are treated as people in a difficult moment, not case numbers.
The Content Intelligence Platform, part of Pulse, continuously tests the content and placement of your offer. Smart Pricing sets the right price for each booking. Partners like Nuweb saw a 23% conversion lift from a single heading change.
Add Refund Protect, Cancel For Any Reason, Delay Protect and Protect Plus through one integration, and switch them on as you grow.
Tailored for ticketing, travel, tours and OTAs, airlines, hospitality, transport and financial services, with integrations through partners such as Sabre, Navitaire, Mews, Bokun, TicketSocket and Ticketsolve.
Trusted by 400+ brands across 104+ regions since 2017, with $11.9bn in bookings made refundable.
Refund Protect connects through a ready-made widget, a full API or your existing booking platform. Whether you want to be live quickly or build Refund Protect deep into your own checkout, there's an option that fits your team and your tech.
Drop our ready-made widget into your checkout and confirm sales through a simple API. The fastest way to go live.
Build the offer into your own checkout design for complete control over the customer experience.
Already using Sabre, Navitaire, CellPoint Digital, Mews, Aven Hospitality, Bokun, TicketSocket or Ticketsolve? Activate Refund Protect through your existing provider.
Refund Protect is refund protection that customers add to a ticket or booking at checkout. It upgrades the booking to enhanced refund terms, so if an unforeseen emergency stops them attending or travelling, they may be eligible for a full refund, including fees.
The customer adds Refund Protect at checkout. If something unforeseen happens, they apply online through the Refund Platform. Protect Group assesses the application and pays approved refunds directly, so the partner doesn't need to get involved.
No. Refund Protect is an upgrade to a refundable ticket or booking. It gives your customers enhanced refund terms, so if they can't attend or travel because of an unforeseen emergency, they may be eligible for a refund.
Refund Protect includes 17 emergency circumstances, such as illness, injury, bereavement, transport failure, severe weather and home emergencies. Our Customer Experience team looks at whether the reason was beyond the customer's control and asks for supporting evidence.
Refund Protect refunds 100% of the eligible booking value when an emergency stops the customer attending or travelling. CFAR lets customers cancel for any reason, with no evidence required, for a 50–80% refund of the booking value, up to 24 hours before.
Let's boost customer satisfaction with Protect Plus. By partnering with leading third-party providers, we deliver personalised travel and ticketing solutions that drive conversions and revenue without overwhelming your customers with ancillary fatigue.
Give your customers complete flexibility; whatever life throws their way. Cancel For Any Reason (CFAR) offers customers total peace of mind at checkout while safeguarding revenue and enhancing trust in your brand when it matters most.
Get in touch with our team and find out how you start offering ticket upgrade services for your customers. Wether you're selling tickets or experiences, we're here to help your customers buy with confidence and increase your revenue.
