Ticket Refund Protection

What is it?

Event tickets are typically sold on the basis of no refund, no cancellation or under an unclear refund policy depending on a number of factors confusing to the customer. Secure My Booking allows you to offer a product which gives customers peace of mind when booking.

Customers who cannot attend an event will forfeit the cost of their tickets unless they can resell them which is often against the terms and conditions of sale. If last-minute illness, accident, inclement weather or transportation delay makes attendance impossible customers are often left with no way of recovering the cost of purchase and can leave a negative feeling towards the venue.

We have offered ticket reimbursement programs to venues, event organisers and ticket agents since 1994. Our Secure My Booking program ensures that customers who cannot attend an event will be reimbursed the full cost of their ticket purchase, including all fees and additional items purchased at the same time as the tickets.

What is paid?

Full ticket face value
Booking/postage/transaction/print at home fees
Additional items such as camping/lounges etc purchased with the ticket (Subject to agreement)

Will it work with my ticketing software?

Our partners use various software and we can work with any system that is able to sell an extra item in the checkout process. We do not have a one size fits all approach so we can work with banded pricing, fixed price per order, percentage of the order or fixed price per ticket.

We have partners using systems such as Tessitura, Ticketsolve, Spektrix, SecuTix, ENTA, nLiven, SeatGeek Enterprise, AudienceView, and custom-built systems.

What are the benefits?

Encourages early booking
Enhances customer service
Gives peace of mind to customers
Allows you to offer a clear refund policy
Can create a new revenue stream

What does it cover?

Death/accident/illness to the ticket holder
Death of ticket holders immediate family
Adverse weather
Travel delays
Burglary, flood or fire at their home
Plus much more

Who needs it?

We recommend offering Secure My Booking’s ticket cover to your customers if you are a venue, festival or attraction. We can work with most ticketing systems to include the cover as an optional extra in the ticket purchase process making it simple for you and the customer.

Who do you work with?

As the leader in ticket protection, we work with venues, events and ticket agents of all sizes and in all places. You might recognise some of them as you may have cheered, clapped, danced, sang along, or waved your arms in the air at a few of them, we are lucky to work with the places where people create memories.

See what our partners say

We are happy and proud to include the Ticket Refund Protection program from SMB as a part of extra products and services for our customers. It helps us offer better services and decrease uncertainty for ticket buyers, especially when purchasing tickets a head of time.

Sindri Már Finnbogason

TIX Ticketing

This has all been so easy to set up and get working, and the customer reception to it has been great, especially as we’re a new venue launching in the pandemic. What a joy!

Hatti Simpson

Woolwich Works

Ticket Refund Protection gives our customers the security of knowing they can claim a refund if they unable to attend a show for unforeseen circumstances covered by Secure My Booking. Secure My Booking make it easy for our customers to apply for a refund and we were impressed with the speed at which they ensured COVID-19 related circumstances were addressed, including government mandated travel bans and being ordered to self-isolate by a government department or health service provider, giving customers the confidence to book tickets and get back to theatre.

Mark Prethero

London Theatre Direct

Working with Peter we know that his passion for the industry means that Secure My Booking will always be abreast of the latest trends and often challenges the industry is facing. This means they are quick to bring products to market that offer our customers protection that is relevant to the changing world.

How they reacted to increasing levels of COVID cover in their protection allowed us to market “peace of mind” to our customers booking events during the past year, plus allowed us to revisit adding Ticket Protection to clients events who have previously not wanted to include it in their booking journey.

Noel Edwards

The Ticket Factory

Secure My Booking ticket protection has been a great option to offer our customers. The cover is priced fairly and since partnering with Secure My Booking the % of customers taking up the option of ticket protection has more than doubled. With the onset of COVID Secure my booking responded quickly to cover virus-related situations.

Building confidence as our industry emerges from the global pandemic is going to vital as audiences look to return to venues and live events and Secure My Booking fits well as part of a mix of measures we are taking to ensure we offer maximum confidence to customers buying tickets. The level of cover is wider-ranging and offers peace of mind to customers who are often spending hundreds of pound on tickets in a single purchase.

We chose secure my booking as our partner based on the range of covered offered, the quality of service customers making claims can expect and overall value for money. We are very pleased with our partnership and would recommend Secure My Booking.

Keith Kelly

The Lowry & Quaytickets

Feedback from customers

Great experience. I was sceptical, as insurance-type companies will usually use any excuse not to pay out. When my wife and I missed our show, we simply had to advise why and provide a little documentation to back it up. This was reviewed VERY quickly and the money was paid back to me immediately. Now we can rebook it for another time, fuss-free. Will definitely use again!

The full ticket refund was really fast. The performance was on a Friday evening and the refund came through early Monday morning. It could not have been any easier or faster. Certainly I recommend ‘Ticket protection’ at ATG theatres. The service is excellent.

I recently had a family member who was unable to attend a future event for health reasons. The case was opened and checked within 12 hours and settled within a day. Amazing. I also missed out one form which they emailed me about immediately so it was dealt with with care and precision. Appreciate this good and quick service

Very pleased with the refund process. Fast, effective and always with people helping you out. I will always book booking protection as it truly works. Thank you

Very quick and easy application process and the actual refund was paid just a couple of days later which was a wonderful surprise

Easy online process

I was unsure that I would be able to secure my ticket refund, but I was very wrong.

The online process is actually very straightforward and there is plenty of support if you do need it.

The on line process was very easy, uploaded docs a requested. Within 24 hrs I had an email confirming refund will be in my bank within 5 days, it was actually credited the next day. So quick and easy, very pleased to receive refund within 2 days of submitting claim.

I was unable to attend theatre show as trains severely delayed on date of event. Claims form was easy to use and I got my refund within 48 hours! Excellent service thank you

Rapid refund

I sent my request for a refund for We Will Rock You at the Cliffs Theatre Southend at 15.40 pm and had a reply to give the refund at 17.56. That’s what I call good customer service.

I never write reviews but feel compelled on this one…..! Always sceptical about these types of products. Well…wow! Booked the ticket refund protection for 4 tickets. My family have to attend court as witnesses. The final hearing date got cancelled at short notice to you’ve guessed it the day we had booked the tickets. Used the online chat to check the evidence I had was likely to be sufficient. Quick, helpful. Application including upload was straightforward. It said 14working days. Put request in yesterday. Got an email today to say it had been successfully processed and would be in my bank in 7to10 days later. 2 hours later I received the payment. Will definitely use again

Very quick to process the refund which is amazing. No argument, nothing, just a quick payment. Well worth taking out the protection.