Please Note: Information within is subject to change
What is Enhanced Refund Protection?
For all payment gateways, we now offer Enhanced Refund Protection to customers during checkout on Rezgo. The ticket protection promise is serviced by Protecht.
The Enhanced Refund Protection program protects your guests’ experience by refunding the cost of their booking when they are unable to attend due to several specified reasons, including injury, illness and mechanical breakdown.
What does a customer see?
Add-on protection is offered during or after checkout inside a small widget (see example below) and customers have the option to add or decline protection with one click.
The cost of protection is quoted during checkout and will be a percentage of the total ticket order cost. Customers will receive a separate confirmation email from Protecht that discloses the refund program details.
If your payment gateway doesn’t support refund protection during checkout or the customer chooses not to purchase it during checkout, they’ll also have an opportunity to purchase refund protection after checking out. For one hour after purchase, customers can opt in and purchase protection from their order summary.
Where can a customer find program details?
A preview of the refund program terms is made available to customers inside the widget prior to purchase.
Customers can refer to their original confirmation email, which is sent after purchase, for a link to information about their specific program. If customers are unable to locate the email, they should contact Protecht’s dedicated Customer Service Team for assistance.
Enhanced Refund Protection applies to all tickets within the order, and a unique refund program is assigned to each individual ticket. Protection covers everything in the cart unless otherwise stated.
How does a customer file a Refund Request?
INITIATE A REFUND REQUEST
Customers should click the “Request A Refund” button in the Protecht confirmation email. Alternatively, the customer can visit the Enhanced Refund Program Help Center at help.requestmyrefund.com/general-raas.
PROVIDE THE NECESSARY DOCUMENTATION
To qualify for a refund, all requests require supporting documentation as proof that the refundable reason occurred. Required documentation is determined by the selected refund reason under which the customer filed.*
REFUND REQUEST IS REVIEWED
Once a refund request is submitted with the appropriate documentation, the refund process takes approximately 1-3 business days.
*For example, a doctor’s note would be required for a refund request relating to accident or illness.
If a request is filed for a refund reason and contains the correct documentation, the customer will be refunded for the refundable amount on their refund program.<
Frequently Asked Questions
These answers are being provided for informational purposes only and do not supersede or modify the specific refund program terms that will apply to each customer’s purchase. The specific refund program wording provided to the customer is the sole governing document for all refunds.
Does Enhanced Refund Protection provide refunds if an event or registration is canceled or rescheduled by the venue or ticketing / registration company?
The Enhanced Refund Protection program will not provide refunds if an event is canceled or rescheduled by the venue or promoter. The program refunds a customer should they be unable to attend their event due to specified reasons and provides a ticket refund, not total event cancellation protection. The Enhanced Refund Protection program is designed to lend the greatest peace of mind to the customer, should they be unable to experience their ticketed event due to one of the specified refund reasons. However, if the event is rescheduled, the Enhanced Refund Protection program will automatically carry over to the new date for the same customer.
Does the Enhanced Refund Protection program provide refunds if a person has general work or personal conflicts and is no longer able to attend?
The Enhanced Refund Protection program does not provide refunds for any general employment or personal conflict. The program protects against scenarios that stand in the way of the attendee making it to and experiencing the event – it is not by the ticketholder’s choice; rather, it is by an obstacle; they want to go, but cannot due to one of various specified reasons. The plan is conditional. For example, IF the ticketholder’s vehicle breaks down, and IF that breakdown prevents them from attending the event, only THEN can they file a refund request.
What does the Enhanced Refund Protection program refund?
Customers can refer to their original confirmation email for a link to information about their specific refund program. If they are unable to locate the email, they can contact our dedicated Customer Service Team for assistance.
Can Enhanced Refund Protection be added AFTER a ticket / registration / reservation is purchased?
In select cases, Protecht can help you provide a post-purchase link. Please contact a Protecht Partnership Manager for more information.
Can Protecht help with changing the date, time or any other parameters of my ticket(s) / reservation?
The system we provide to support the Enhanced Refund Protection does not have access to customer reservation / ticket purchase details and cannot make any adjustments. Protecht can only assist with qualified, customer refund inquiries under the refund program.
Didn’t find your question?
More FAQ answers can be found on the Request My Refund Help Center website, or please ask the customer to contact our dedicated Customer Service Team. Protecht is here to help!
Where can a customer go for help?
Although customers purchase protection when checking out through Rezgo, Protecht is the third-party entity servicing the program, and all refund questions should be directed to Protecht via the following channels:
U.S. / INTERNATIONAL CUSTOMERS:
Call 844-800-5585 or
Email help@protecht.com
CANADIAN CUSTOMERS (except Quebec):
Call Insurance Insight at 888-828-1866
Email help@insuranceinsight.ca
CUSTOMERS CAN ALSO BE REFERRED TO PROTECHT’S DEDICATED HELP CENTER