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REFUND PROTECT

GLOBAL REFUND PROTECTION

We provide enhanced terms & conditions enabling your customers to apply for a refund in more circumstances than other provider. These terms are underwritten by Tokio Marine HCC, our A-rated London Market Insurance Provider.

These terms cover the entire booking including any services fees, the refund protect fee and any extra’s to ensure a 100% refund in unforeseen circumstances outside of the control of your customers’.

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BENEFITS TO OUR MEMBERS

Refund Protect provides its members with many benefits which are outlined below, the most important of which is an enhanced Customer Experience for non-refundable bookings.

Enhanced Customer Experience through the most comprehensive Refund Protection proposition on the market
Improved Customer Confidence when making an advanced Booking which improves sales conversion
A lucrative New Revenue Stream and Operating Margin Growth
Reduction in Chargebacks
Dedicated Customer Centric Refund Management

WHAT DO WE COVER?

Some examples for cancellation include, but are not limited to:

Illness (Physical & Mental)*
Fire
Accident*
Flooding
Injury*
Adverse Weather
Pre-existing Medical Conditions*
Government Travel Bans
Death (including Suicide)*
Armed Forces & Emergency Services Recall
Pregnancy Related Conditions*
Relocation by your Employer or a New Job
Scheduled Airline Failure
Theft of Physical Tickets
Private Vehicle Failure
Redundancy
Jury Service
Changes to Exam Dates
Court Summons
Emergency Circumstances
Burglary (including Malicious Damage/Vandalism)
*Also applicable to your immediate family members,
which includes Grandparents.

Icon to download Refund Protect Terms & Conditions Download Refund Protect - Terms & Conditions


REFUND PROTECT - OUR ADVANTAGE

Additionally, we’ve reviewed all of the feedback from customers online from other Refund Protection or Ticket Insurance Providers to make our proposition better for our members and their customers. Based on this we have also:

Extended the definition to ‘immediate family’ to include Grandparents
Refund the cost of a Doctor’s Note up to £50 GBP
Covers all services fees, even the Refund Protect fee to ensure a 100% refund
We’ve made the Refund Form simpler and pre-populated based on Booking Reference
We know customers are busy, so they now have 120 days to complete their application: 60 days to apply for a refund and 60 days from notification to provide evidence
We have removed all of those borderline exclusions which are used to decline refunds – our mission is to refund your customers, quickly!
Pro-active communication: our innovative platform emails your customer at each stage of the process to keep them informed. They can also track online using your booking reference at anytime
We provide a Live Chat facility for customers to talk to us and ask questions they may have about their Refund Application.

SALES PROCESS


We are experienced in customer centric sales process design and will provide you with support on the development of your Refund Protect sales process and we pro-actively monitor performance through the Protect Platform.

This will enable us to help you maximise the commercial return from the adoption of Refund Protect.


HOW IT WORKS

CONNECT

Connect to the Protect Platform via API

Display

DISPLAY

Transactions are then underwritten in real time by a panel of insurers

Success

SUCCESS

Add Refund Protect trademark & membership number to your website

WANT TO LEARN MORE ABOUT
REFUND PROTECT?