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What’s refund protection and how does it work?
What’s refund protection and how does it work?

Find all the info you need to manage your refund protection in case something unexpected happens and you can’t make it to an event.

Andrea avatar
Written by Andrea
Updated over a week ago

Something went wrong with transport, or you’ve run into an emergency situation? Life happens. That’s why we offer extra ticket Booking Refund Protection through our partners at XCover. We’ve got your back with this easy add-on for just a small percentage of the ticket price.

What’s covered?

Refund protection ensures that your tickets are refundable if you or one of the ticket holders in your group cannot attend the event for a reason outlined in your plan. You’re covered up to your purchase price of the ticket. This includes:

  • Refund for illness or injury to you or others attending

  • Covered public transport failures

  • Emergency services issues or severe weather

  • Jury services summons or military duty posting

Check the Refund Protection Help Centre to see the most common questions. The team at XCover is there to help you and answer any questions you might have.

You can also check the full Terms & Conditions to understand all the details of your coverage.

What’s not covered?

This protection is subject to additional terms, conditions and exclusions. Make sure you check your plan, as coverage can differ from country to country.

Typically, XCover Booking Refund Protection does not cover you for the following:

  • Changing your mind or just wanting a refund for unused tickets

  • When you haven’t provided documents requested by the XCover Claims Team

  • If your event was cancelled or rescheduled by the event organiser (in which case the refund would come from the event organiser, depending on their Terms and Conditions)

  • A refund request that’s not covered by the plan

  • Your tickets don’t work at the door – TicketSwap will help resolve the situation in this case

How do I purchase refund protection?

You can purchase XCover’s Booking Refund Protection as an add-on when you’re buying tickets, where you’ll be able to see the benefits of refund protection and a link to the terms and conditions.

If you’ve purchased XCover Protection, you can log in to your XCover Account to file a refund request, make changes to your protection and view your plan, invoice and certificate.

To get started, check your inbox for a confirmation email from XCover. Click the link and your account will be activated. If you can’t find your XCover confirmation email and it’s not in your spam, promotions folder or trash, just follow the steps outlined in this helpful article.

How do I make a claim?

Simply log in to your XCover Account, select the XCover Protection you’d like to submit a refund request for and then select ‘Make a claim’. Make sure you’ve got the necessary documents for proof ready to go, and that your cancellation reason meets the terms of the refund policy.

The XCover refund request process is quick and hassle-free, with payment or reimbursement for approved refund requests processed instantly. The XCover team aims to complete 95% of refund requests within 3 days of submission, so keep a close eye on your emails.

Keep in mind you’ll need to activate your account when you first visit XCover. Just find the confirmation email from XCover in your inbox and click the link to set up your XCover Account.

What if my event is postponed, cancelled or there’s issues with the ticket?

If the organiser cancels or postpones the event, or you have issues getting into the event, please contact our TicketSwap Support team. While this doesn’t fall under XCover’s Booking Refund Protection, we’ll always help arrange a refund if applicable, or the reissue of tickets with the organiser and the seller of these tickets.

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