Refund Protect

Refund Protect adds an optional insurance step to your checkout. Participants who add it to their registration receive a full refund if they cannot attend due to a covered reason — illness, injury, bereavement, redundancy, and many others listed in the policy terms. You receive the registration fee regardless. Offering refund protection can reduce hesitation at checkout, particularly for higher-priced entries or events booked well in advance. You also earn a revenue share on each policy purchased, as set out in your Event Organizer Agreement.

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Pricing

The cost of a Refund Protect policy is set dynamically by Protect Group based on the participant’s total order value — typically between 10% and 15%, varying by event. The policy covers the full basket value, including add-ons such as clothing, parking, and coaching subscriptions, but not donations or membership fees. Participants see the exact price per person before they choose, so there are no surprises at payment.

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What’s covered

Refund Protect covers a wide range of unforeseen circumstances, including:

• Illness, injury, or medical emergency (participant or immediate family member)
• Bereavement
• Redundancy or involuntary loss of employment
• Jury service or being called as a witness in court
• Home emergency (fire, flood, burglary)
• Adverse weather making travel impossible
• Public transport failure
• Vehicle breakdown en route to the event
• Pre-existing medical conditions (where declared and accepted)

The full list of covered reasons and exclusions is set out in the Refund Protect policy terms, which are linked directly in the checkout.

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What participants see at checkout

When Refund Protect is active for your event, a dedicated step appears between the registration details and the payment screen. Participants choose one of two options:

• Refundable Registration with Refund Protect — adds the protection fee to their order. The price is shown per person. Selecting this option means the participant accepts the Refund Protect Terms and Conditions, linked on screen.
• No, thank you — completes the registration without protection.

The participant must make a choice before continuing to payment; the button stays disabled until they select an option. The step also shows the covered reasons for a refund — illness, injury, and many more — with a link to the full terms.

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After purchase

Once a participant has purchased Refund Protect, their manage booking page shows a Refundable Registration card with a direct link to submit a refund claim and a link to the terms and conditions. The same information is shown if the participant edits their booking.

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Reporting on Refund Protect

Your Transactions and Payouts reports include columns for Refund Protect income alongside your ticket revenue:

• Refund Protect purchase amount — the total policy fee paid by the participant.
• Your Refund Protect income — your revenue share of that fee.

Your Startlist report includes a Refundable status column showing which participants purchased Refund Protect, making it easy to filter or export that subset.

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If a participant needs to claim a refund

Direct the participant to the link on their manage booking page. Claims are handled directly by Refund Protect — you do not need to process the refund yourself. If a claim is approved, the participant’s booking will show a status of Refunded by Refund Protect in your dashboard.