Some events offer optional refund protection during checkout. The coverage is provided by a third-party, not by TicketLeap or the event organiser.
Your refund protection may be fulfilled by one of two providers, depending on the event:
- Protecht
- Refund Protect / Refundable.me
The provider you purchased from will be clearly listed in your checkout flow and confirmation emails.
What Refund Protection Covers
Refund protection, regardless of provider, offers optional coverage that may allow you to request a refund if unforeseen circumstances prevent you from attending the event.
While each provider has its own Terms & Conditions, common covered scenarios may include:
- Illness or injury
- Pre-existing medical conditions
- Travel disruption or public transport failure
- Home emergencies
- Adverse weather
- Other unexpected events listed in the provider’s policy
Important
Only the provider’s official Terms & Conditions determine eligibility. Refund protection is not event insurance, and it does not guarantee a refund. The process of the provider must be followed. Failure to do so will delay the process or cause your claim to be denied.
What Is Not Covered
While exclusions vary by provider, refund protection generally does not cover:
- Changing your mind or no longer wanting the tickets
- Booking errors
- Circumstances that were foreseeable at the time of purchase
- Lack of required documentation, travel arrangements, or identification
- Fear of COVID-19 exposure or general travel restrictions
- Events with booking totals exceeding the provider’s coverage limits
Always review the full Terms & Conditions included in your confirmation email.
How to Submit a Refund Request
Your refund request must be submitted directly to the provider you purchased protection from. TicketLeap and the event organiser cannot review, approve, or deny refund protection claims.
If you are unsure which provider you purchased refund protection from:
- Check your order confirmation email.
- Look for references to Protecht, Refund Protect or Refundable.me.
If still unsure, contact our support team, and we can help you identify the provider.
If you purchased protection from Refund Protect / Refundable.me
Refund requests must be submitted through the unique Refundable.me “magic link” included in your original confirmation email. This link directs you to your application in over 40 languages.
You can also visit: https://form.refundable.me/
If needed, you may reply directly to any Refundable.me email to continue your claim.
If you purchased protection from Protecht
You may submit a request using Protecht’s online form or by contacting their support team:
- Refund request form: Provided in your confirmation email
- Support email: help@requestmyrefund.com
How Refund Requests Work
While each provider follows its own review process, most refund protection workflows include:
- You purchased refund protection at checkout.
- An unforeseen event prevents you from attending.
- You submit your application through the provider’s online form.
- You provide any required supporting documentation (e.g., medical note, travel notice).
The provider reviews your application—some requests are automatically processed; others require manual review. - The provider emails you with an approval or denial decision.
Is Refund Protection Available for Every Event?
No. Refund protection is optional and offered only for events where the organiser has enabled it. If available, you will see the option during checkout.
Can Refund Protection Itself Be Refunded?
If you accidentally added refund protection during checkout, you may void the protection within 14 days of purchase and receive a refund for the protection cost only.
Voiding the protection does not cancel your ticket(s). Once voided, you are no longer eligible to make a refund protection claim.
For Event Organisers
Refund Protection can be offered directly to your consumers, removing the burden of managing refund requests on your end. If a buyer reaches out to you regarding a refund, please direct them to http://refundable.me
If you have any questions, feel free to contact our support team for assistance.