1. What is Refundable Booking, and how does it work?

A Refundable Booking is an option presented at the time of purchase, allowing you to upgrade the Terms & Conditions of your purchase for a small additional fee. It provides enhanced cancellation rights if you can no longer attend an event for one of the listed reasons. Customers are offered the option to add Refundable Booking to their purchase during checkout.


2. Why should I consider purchasing the Refundable Booking option for my event tickets?

Refundable Booking offers peace of mind, ensuring that you can receive a 100% refund if you are unable to attend the event due to emergency circumstances.


3. How can I contact Refundable Booking for inquiries or assistance?

You can contact our Refunds team directly by using the refunds link provided in your purchase confirmation email. Alternatively, if you have previously corresponded, you can reply to the email thread to receive an update on your refund application. The refunds team will always respond and address your concerns.


4. Can I purchase Refundable Booking after I've already bought my tickets?

Yes, an automated email will be sent 48 hours after purchase, giving you the option to add Refundable Booking. This add-on will be available for 24 hours.


5. Can I request a refund if I change my mind about attending the event?

No, you can only request a refund under Refundable Booking if your circumstances meet one of the approved reasons. A change of mind is not an eligible reason for a refund.


6. Is Refundable Booking transferable to another person if I can't attend the event?

No, Refundable Booking is non-transferable. If the attendee is changed, the Refundable Booking terms will be considered null and void.


7. What circumstances are covered by Refundable Booking for ticket refunds?

Refundable Booking covers a wide range of unforeseen circumstances where a customer may be eligible for a refund. Evidence will be required to support your claim. For a detailed list of eligible reasons, please refer to our Terms & Conditions page.


8. How do I initiate a refund request under the Refundable Booking service?

To initiate a refund request, please follow the instructions in your purchase confirmation email. The email will provide a link to start the refund application process.


9. Are there any restrictions on the events or venues for which I can request a refund?

Refundable Booking applies to any valid reason specified in our terms. As long as your reason is valid and can be supported with evidence, a refund will be approved and processed.


10. What is the process for starting a Refund Application and receiving a refund through Refundable Booking?

To begin the refund process, customers need to fill out a simple 3-step form using the Refundable Booking link provided in the purchase confirmation email.


11. Where do I find my reference number to submit a claim?

When you follow the prompts, you do not need to manually enter a reference number, as it will automatically pre-populate in the form. If you still wish to find your reference number, you can refer to your purchase confirmation email.


12. Do the contact details on my Refund Application need to match the details used at the time of booking?

Yes, matching your contact details with those used at the time of booking helps the refunds team verify the legitimacy of the claim and prevents fraudulent applications.


13. Is there a deadline for submitting a refund request for an event?

Yes, refund requests must be submitted within 60 days after the event.


14. What documentation or proof is required to support a refund application?

For a list of the necessary documentation, please refer to our Terms & Conditions page.


15. Can I submit extra documents after I have already submitted a Refund Application?

Yes, you can submit additional documents at any time by reopening the refund form using the link provided. Alternatively, if the refunds team requests further documents, you can reply to the email thread and attach them.


16. How long does it take to process a Refund Application with Refundable Booking?

Once all necessary documents are provided and the form is filled out correctly, refunds are typically processed and approved within 4-12 hours, depending on your bank's processing time.


17. What is the timeline for receiving a refund after a successful Refund Application?

Refunds are approved and processed immediately, but depending on your bank's policy, it typically takes 4-12 hours for the funds to appear in your account.


18. How will I receive the refunded amount (e.g., credit card, bank transfer, cheque)?

All approved refunds are issued via bank transfer.


19. Can I reapply for a refund if I have been declined or if I made an error in my initial application?

Yes, you can reapply for a refund. To do so, simply reply to the 'declined' email thread and request that the form be reopened. The refunds team will assist you in reopening the claim.

20. Will Refundable Booking refund me in the event of a rescheduled, postponed, or cancelled event?

Event cancellations, reschedules, and postponements are handled directly by Ticket Merchant, according to their Terms & Conditions, which differ from Refundable Booking's terms. You will be informed about any changes directly by Ticket Merchant. You do not need to request a refund through Refundable Booking if the event is cancelled, rescheduled, or postponed.


21. Is there a cancellation policy for Refundable Booking, and can I get a refund for the protection itself?

In the event of a cancelled event, as per Ticket Merchant's Terms & Conditions, the tickets and any applicable administration fees will be refunded. However, the Refundable Booking protection fee itself is non-refundable.


22. How is my personal information protected when using Refundable Booking?

Refundable Booking collects minimal personal information. Aside from your name, no sensitive or confidential data is gathered during the booking process. Any data provided in the refund application is encrypted using Advanced Encryption Standard (AES) to ensure security. They comply with all relevant Data Protection regulations in the countries where they operate.