Booking Protect

Please Note - These articles are for the use of Event Organisers only

Learn more about Booking Protect


TicketSource now offers your customer's the option to add refund protection to their bookings. Here, you can learn more about the benefits of refund protections:




What Is Refund Protection?


TicketSource offers optional refund protection through Booking Protect. Refund protection is a guarantee that customers can buy at the time of purchase that allows them to apply for a full refund in case certain unforeseen circumstances occur.


How Much Does Refund Protection Cost?


There is a small additional cost per booking for any customers wishing to cover their tickets. This cost is payable by the customer and varies depending on the cost and total number of tickets bought by the customer.


What Is Covered By Refund Protection?


What will Booking Protect refund?

Booking Protect will refund the cost of the booking if the customer is unable to attend a booked event due to:

  • Unexpected disruption of the public transport network the customer could not have reasonably known about before the date of the booked event;
  • An injury, or an illness affecting the customer directly or a member of their immediate family;
  • Death happening to the customer at any time before the booked event or a member of their immediate family within a 4 week period of the booked event;
  • The mechanical breakdown, accident, fire or theft en route of a private vehicle taking the customer to the booked event;
  • Jury service which the customer was unaware of at the time of the booking;
  • Burglary or fire at the customer's residence in the 48 hours immediately before the booked event that required the attendance of the emergency services;
  • The customer being summoned to appear at court proceedings as a witness which they were unaware of at the time of booking;
  • The customer is a member of the armed forces and being posted overseas unexpectedly;
  • Adverse weather including snow, frost, fog or storm where the Police services or other Government agency have issued warnings not to travel. The customer must provide confirmation of relevant road closures from the Police or the relevant Government agency;
  • The customer being relocated permanently for work by their employer at the time of booking more than 100 miles from the booked event which they were unaware of at the time of booking or they are unexpectedly made compulsorily redundant.

What will Booking Protect not refund?

Booking Protect will not provide a refund where:

  • The customer cannot provide a doctor’s report for injury or illness;
  • The customer cannot return all unused tickets or vouchers forming part of the booking;
  • The customer's sole reason for not attending is due to another member of their group no longer being able to attend for any reason;
  • The customer is unable to attend a booked event because they are unable to obtain a visa to travel;
  • The booked event is cancelled, abandoned, postponed, curtailed or relocated;
  • The customer decides not to attend a booked event other than for a reason included within this Booking Refund Protection;
  • The customer is prevented from travelling to a booked event due to disruption of the public transport network which is public knowledge prior to the booked event;
  • The customer is being relocated temporarily for work by their employer at the time of booking or they have applied for relocation more than 100 miles from the booked event;
  • The customer can recover any part of the booking;
  • In Booking Protect's reasonable opinion, the customer did not allow sufficient time to travel to a booked event;
  • The customer carries out a criminal act which prevents the customer from attending a booked event;
  • The customer is prevented from travelling to a booked event due to an outbreak of a contagious disease and the Government or any agency acting on behalf of the Government has imposed a ban on travel;
  • The customer makes a false or fraudulent refund application or supports a refund application by false or fraudulent document, device or statement;
  • The customer submits their refund request more than 45 days after the booked event.

Booking Protect will not pay for travelling or associated expenses (unless travel costs are included as part of the total booking price), or any loss other than the purchase price, including booking fee, of the booked event.

Booking Protect will not pay any consequence of war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolutions, insurrection, military or usurped power, riot, civil commotion, strikes, lockout, terrorism, malicious intent or vandalism, confiscation or nationalisation of or requisition or destruction of or damage to property by or under the order of any government or public or local authority.

Booking Protect will not pay any costs the customer incurs in submitting or providing evidence to support their refund application.


What Do I Need To Do?


We have added the ability for customers to purchase refund protection to all events. There is no additional cost to the event organiser and you won't incur any charges if a customer's claim is successful. The customer will be refunded directly by booking protect and you will still receive the income for the ticket sale.

Any refund claims will be handled directly by booking protect. Details of how to make these claims is outlined in the terms and conditions provided to the customer.

If you wish to opt out of offering booking protect to your customers, please email this request to support@ticketsource.co.uk.



If you have any further questions, don't forget, you can get in touch with us at support@ticketsource.co.uk or by calling 0333 666 4466 Monday to Friday 9 am – 7 pm and Saturday 9 am – 5 pm.

Category: Additional Services

Keywords: booking, booking protect, bookingprotect, refund, refund protect, refundprotect

Last modified on Tue 14 May 2019