Refund Protection (XCover) - Event Creator Information

1. About refund protection
2. Can refund protection be cancelled and refunded?
3. How to find out if a customer has purchased refund protection?
4. What circumstances does the protection cover?
5. How to make a claim
6. What if the customer is unable to make a successful claim?

1. About refund protection

Refund protection provided by XCover allows customers to add extra protection to their booking. It enables them to claim a refund on tickets if they are unable to attend an event, provided their reason is covered under the terms and conditions.

If a customer’s claim made through XCover is successful, event creators are not penalised. XCover covers the refund, and you will retain the ticket monies from the original booking. If the event is in the future, you will be advised directly that the tickets can be put the tickets back on sale.

Customers will be provided with the opportunity during the booking process to add refund protection for an additional cost. The cover can only be added at the time of booking.

Upon completion of a booking, if the customer has purchased refund protection, they will be sent by email a copy of the partner’s Terms and Conditions. Customers who have purchased Xcover will also be sent a separate confirmation email which will provide them with a link to create their account.

By purchasing refund protection, customers are agreeing to Xcover’s Terms and Conditions. Any refund claims are processed by the customer with Booking Protect/Xcover directly.

2. Can refund protection be cancelled and refunded?

The refund protection is offered with a 14-day cooling-off period. Should the customer choose to cancel their refund protection, they must email support@ticketsource.com within 14 days of their purchase and include their booking reference in their communication

3. How to find out if a customer has purchased refund protection?

If the customer has purchased refund protection, this will be stated within the Booking Summary section of their eticket. Event creators can access and view customers' etickets through their TicketSource dashboard.

4. What circumstances does the protection cover?

Refund protection WILL cover:

• Injury or illness happening to the customer or a member of their immediate family.
• Adverse weather, including snow, frost, fog or storm, where the Police or Government have issued travel warnings.
• The mechanical breakdown, accident, fire or theft en route of a private vehicle taking the customer to the booked event.
• unexpected disruption of the public transport network you could not have reasonably known about before the date of the booked event;

Refund protection WILL NOT cover:

• If a customer cannot provide evidence to support their claim, their claim will not be considered by Booking Protect.
• If the booked event is cancelled, abandoned, postponed, curtailed, or relocated.
• If the customer no longer wishes to attend the event.
• The event was not delivered as outlined in the event description.
• The customer is unable to access the event venue.

A full list of the terms and conditions for Xcover can be found below

https://www.xcover.com/en/pds/TermsandConditionsv4#

https://documents.bookingprotect.com/terms-and-conditions.pdf

5. How to make a claim

Information on how to make a claim via XCover can be found via Refund Protection (XCover) - How to claim

6. What if the customer is unable to make a successful claim?

If the customer’s refund doesn’t fall within Xcover or TicketSource’s terms and conditions, then the customer is NOT entitled to a refund. Event creators can offer refunds however this would be at your own discretion. 

Updated on: 15/07/2025