Refund Protect is a Membership programme which enables our clients (Members) to offer their customers an enhanced set of terms of conditions which in unforeseen circumstances outside of their control, enables their customer to apply for refund on non-refundable bookings.
Refund Protect is the administrator of the programme and underwrites the risk of our members’ customers who apply for a refund, all through Tokio Marine HCC, our A-rated Insurance Provider. Refund Protect also handles the refund applications and refund your customers directly.
The customer pays an “optional fee” which is set and collected by the Member on order for them to benefit from these enhanced terms & conditions on bookings which would normally be non-refundable.
All this is managed seamlessly through a very simple API integration.
Refund Protect Members can be any company in the world which makes bookings that are non-refundable and who’s customers would like the ‘option’ of a refund in circumstances which are unforeseen and outside of their control.
We place your Customer at the heart of Refund Protect; we’ve designed the proposition to be the most complete ‘optional’ refund protection available on the market today. This means we enable your customers to apply for a refund in more circumstances than other providers.
Our in-house refund team will also consider on a discretionary basis Emergency Circumstances that are unforeseen and outside the control of your customer. Any refund that is not accepted will be approved by a Manager who will ensure due care and consideration has been shown to the customers situation.
We commit to handle all refund requests within 48 hours of receipt of the refund application from your customer.
In our opinion, the only thing that matters is how your customers feel about their experience as we represent your brand. We’ve developed a Customer Experience Policy and we publish our achievement of service levels on our website and within your account on the Protect Platform.
We send all customers who apply for a Refund a Trust Pilot Review to complete in order to secure their feedback on Refund Protect and continuously improve our proposition for Members and their customers’.
Our Partners simply connect to our platform via API which enables their refund protect transactions to be underwritten by our London Market Insurance Provider. This allows for the full value of the transaction to be protected including processing fees or any extras if booked as a part of a package, meaning we can provide their customers with a 100% refund in unforeseen circumstances outside of their control meaning they cannot attend their booked event.
When a customer cannot attend a Booked Event they simply fill in a refund application form which is available on their booking confirmation, your website and at www.refundprotect.me/refund
Refund Protect handles everything on behalf of our members, providing their customers with a direct refund within 48 hours. We inform then inform the member of successful refunds so the booking can be cancelled and even reallocated.
Refund Protect ensures a fast, fair and transparent refund process for all customers.