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

I have never protected my tickets before, but having a young family makes life a little more unpredictable. I am glad I chose to protect the tickets on this occasion (although we would have preferred to have seen the show). I will always protect tickets for future events

During a difficult time, you handled our claim in a very easy, friendly and professional manner and we really appreciated this. We had a number of other claims to make and none of the other Companies handled them nearly as well as you did – thank you.

Thank you for a very quick and efficient service. I have been singing your praises. The whole process was very clear and quick and communication with your staff was excellent.

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 efficient service, easy to understand online claim form

Best £5.50 I ever spent was on Ticket Protection! When storm Dennis interrupted my travel plans to see The Lion King in Edinburgh, I submitted my claim, very quickly and easily. Within 24 hours my refund was in my bank account. Great communication and very efficient service. Will definitely use again when buying tickets! Thank you.

It was very straightforward to make a claim and I appreciate that as I was very disappointed to not attend the event.

Well worth buying. Only sorry I missed a great show

Your team worked with me to clear the claim. I had a specific situation which needed an exception, and they truly helped all the way to the final approval.

Thank you so much with the help in those hard times, Appreciated so much.

We were very pleasantly surprised at the efficient and fast process

Can not fault the service. Gave all details needed, the claim was dealt with & sorted within 24hrs! Once the form completed to transfer my money, it was back in my account within minutes. Thank you very much!

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