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?
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?
What does it cover?
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
What do customers say?
- Jessica
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!
07/03/2025LauraExcellent customer service, was unable to attend a show last week which I had been really looking forward to. Process to claim a refund was very easy and straightforward, and turn around time very quick - they said 5-7 working days, but was in my account within 24 hours!
04/12/2025DeniseI'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.
07/03/2025 - rocky
My refund request was processed quickly and efficiently. The communication was excellent to keep me updated about the process of my request.
30/04/2025DarnéaExcellent service. Very easy to work with. Fast turnaround time. As long as you take your time to submit your claim and have all the documents requested, you're good to go. Highly recommend.
07/04/2025DavidGreat experience! I'm so glad that i got the Ticket Protection insurance. I had tix to a higher-priced show, and I ended up having a last-minute work assignment that I could not be absent from. I got a refunded within a few days! Would definitely use again!
07/04/2025 - Dale
Excellent and efficient service in processing my claim for a refund after falling ill and not been able to make the theatre event. I will definitely use this service again as you just never know. Thank you 🙏
06/01/2026PeterAs long as you follow the instructions and include a doctor's letter, when required, the refund is processed and paid quickly without any quibbles. Pleasantly surprised, seeing how other insurance companies operate.
06/01/2026LeaVery 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!
07/04/2025
