Refund Protection FAQ
Please Note: Information within is subject to change
What is Refund Protection?
For all payment gateways, Refund Protection is offered directly to your guests, removing the burden of managing refund requests on your end.
The 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 refund 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 at checkout and is a percentage of the total ticket order cost. Customers will receive a separate confirmation email from 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 the confirmation email they received after purchase for a link to the details of their refund protection. If they’re unable to locate that email, they can contact help@requestmyrefund.com for assistance.
Each ticket in the order will receive its own Refund Protection coverage. 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 Refund Protection confirmation email. Alternatively, the customer can visit the help center at https://support.requestmyrefund.com/
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 Refund Protection provide refunds if an event or registration is canceled or rescheduled by the venue or ticketing / registration company?
The 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 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 Refund Protection program will automatically carry over to the new date for the same customer.
Does the Refund Protection program provide refunds if a person has general work or personal conflicts and is no longer able to attend?
The 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 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 the refund protection service team for assistance.
Can you help with changing the date, time or any other parameters of my ticket(s) / reservation?
The refund protection system is provided by a third party that does not have access to customer reservation / ticket purchase details and cannot make any adjustments. Customers should contact the business that provided the ticket to make changes to the reservation, not Rezgo.
Didn’t find your question?
More FAQ answers can be found on the Request My Refund Help Center website.
Where can a customer go for help?
Customers who purchase refund protection should use the following channels to have any of their questions answered. Rezgo cannot provide customer support for refund protection purchases.
U.S. / INTERNATIONAL CUSTOMERS:
Call 844-800-5585 or
Email help@requestmyrefund.com
General Help Center:
help.requestmyrefund.com/