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 including Tessitura, Spektrix, Line-up, AudienceView Unlimited, SecuTix, Ticketsolve, 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, immersive attraction, arts festival, and more. 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

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

“We are absolutely delighted that we made the decision to implement Secure My Booking.

The system was remarkably easy to introduce, thanks to the Secure My Booking team’s knowledge of Tessitura, and required minimal resource from our team.

Already, the platform is generating a valuable ancillary revenue stream, which is vital in helping us deliver and sustain our charitable objectives.”

Ros Thomas

Liverpool Everyman and Playhouse

From initial conversations, through to set up processes, support, and launching the offer to our customers – it has been an excellent experience.

We like that the refund protection is simple, it is there in the purchase path to support and reassure customers about their visit, but they do not have to purchase if they choose not to.

Caz Laurent

Sheffield Theatres

Secure My Booking has truly been a wonderful experience for both our patrons and our team.

It gives our customers added peace of mind, while also creating a meaningful revenue stream for us without adding extra workload. The onboarding process was smooth and supportive, and the Secure My Booking team made it incredibly easy to bring this feature to life.

Maureen Cross

Ballet Austin

What do customers say?

4.7

Based on 1114 reviews

Leave a review on Google

Very happy with the service! They made the process very easy, I received my refund the same day. Gutted to have missed the show due to illness, but had no issues at all with the claim. Thank you!

Lea
07/04/2025

The customer service was great they responded promptly I emailed all documents needed and received my refund on the same date or 2 days after! No hassle at all!

Florr
01/05/2025

So happy with this service and making the decision to protect my tickets. Ice and snow plus an ice related injury spoiled our trip to the pantomime Silver lining to this is the secure my booking refunded the ticket price and within 2 days notified us of refund. Easy process to follow. Will always use this in future. Highly recommend.

jane
06/01/2026
Submitted evidence through their form and received confirmation the next day. Very happy with that I didn't realise on booking that evidence would be required, or that criteria was quite so tight. I would not necessarily get this insurance again, but happy with the service received this time

Bethany
07/04/2025

I have always wondered whether it is worth getting insurance on tickets but my experience with secure my tickets has been excellent. Of course I had to provide evidence but was a straightforward process and in less than a week from my claim I was refunded. Highly recommend

jill
22/03/2025

After weather canceled our trip to the city, I was able to get our Broadway tickets refunded. Easy and quick process. So glad I opted to insure the tickets.

Linda
02/01/2026
I am so glad that I purchased this insurance. We had an unexpected illness and couldn’t make the concert. The staff at this company assisted with making sure we were able to be refunded the cost of our tickets. 10/10 would recommend!

Jessica
07/03/2025

What an excellent service. Well worth paying for. We were unable to go th the War of the worlds due to a hip replacement. The refund was sorted out in a few days. Thank you and well done.

Tony
15/04/2025

I'd taken our secure my booking & it was so worth it. Had to cancel tickets for a show as my partner had been injured in an accident & their response was super quick & the money back in my account a lot quicker than expected. Definitely worth taking out if you're booking pricey tickets for something.

Denise
07/03/2025