Participants get peace of mind, and you keep your entry income, avoid awkward refund requests and earn a little extra on every policy sold.
What is Refund Protect?
Refund Protect is an optional extra that participants can add to their booking when they enter your event. It's provided by The Protect Group, a specialist refund protection company, and works alongside your own event terms.
In simple terms:
Participants pay 15% of the ticket price at checkout to protect their booking.
If they can't take part for a covered reason, such as illness or injury, they apply to Refund Protect for a refund.
Refund Protect decides and pays the claim, usually very quickly. You don't need to get involved.
It covers the race entry and any add-ons bought with it, such as merchandise. The full list of covered reasons is in the Refund Protect terms and conditions.
Why it matters for endurance events
Entering an endurance event is a big commitment. People often book months in advance and plan their training around it. But life doesn't always go to plan, and an injury or illness can stop even the most dedicated participant reaching the start line.
Without protection, that leaves a disappointed participant and an awkward conversation for you. With Refund Protect, there's a simple, fair answer that works for everyone.
How Refund Protect benefits your participants
Enter with confidence. Knowing their money is protected makes it easier to commit, especially for bigger-ticket events or ones booked months ahead.
Fast, simple claims. Participants claim online using a link in their confirmation email, and claims are typically decided within four hours.
No awkward conversations. They don't need to ask you for a favour or explain their circumstances to the event team.
Their extras are covered too. Merchandise and other add-ons bought with their entry are protected as well.
How Refund Protect benefits you
Earn extra income
You earn a 3% commission on the ticket price of every entry that includes Refund Protect, paid straight into your payment account at the time of booking. It's extra income for very little effort.
Keep your entry income
When a protected participant can't take part, Refund Protect pays their refund, not you. Your entry fees stay in your event budget, which helps protect your cash flow.
Spend less time on refund requests
Claims go directly to Refund Protect, so your team isn't stuck weighing up difficult personal circumstances and making judgement calls. You can point participants to a clear process instead.
Fewer disputes and chargebacks
A clear, independent refund route means participants are less likely to dispute payments with their bank, saving you time, fees and stress.
Sell more entries
People are more likely to book when they feel their money is safe. Offering protection removes a common reason to hesitate, and gives you an edge over events that don't.
Keep your policies fair and consistent
Refund Protect sits alongside your own cancellation, transfer and deferral policies rather than replacing them. You can stick to your terms without feeling unkind, because participants had the option to protect themselves.
Build a caring reputation
Offering protection shows you've thought about your participants beyond the booking. That leaves a positive impression and encourages good word of mouth.
How Refund Protect works
You switch it on for the races you choose. It takes a couple of clicks.
Participants see the option when they enter and decide whether to add it. It's entirely optional.
Everything is set up for them automatically. Their confirmation email and booking page include their policy reference, a link to make a claim and the policy terms. A short paragraph about Refund Protect is also added to your event terms and conditions for you.
If they can't take part, they click the link, enter their details and reference number, and submit a claim.
Refund Protect decides the claim, usually within four hours, and handles the refund directly with the participant.
That's it. Your team doesn't need to process anything.
What it doesn't cover
It's worth knowing a few limits so you can answer questions confidently:
It can only be added at the time of entry, not afterwards.
It isn't currently available on group or team tickets.
It isn't offered on merchandise bought on its own, outside of an entry.
It doesn't move with the entry if a participant switches race or transfers their place to someone else.
Claims are only paid for reasons covered in the terms and conditions, not for a simple change of plans.
How to switch on Refund Protect
Refund Protect is switched off by default, so you choose which races offer it.
Go to Dashboard > Event > Setup > Form > Refund Protect.
Tick the races you'd like to offer it on.
Click Save.
Tip: if you copy or renew a race, check Refund Protect is still ticked, as you may need to switch it on again.
We recommend reading the full terms and conditions before you switch it on, so you can answer participant questions confidently.
How to get the most from Refund Protect
Participants are more likely to add protection when they understand what it does. A tick box on its own is easy to skip.
Explain the benefit in plain words in your event description or custom messages. For example: "Protect your entry. If illness or injury stops you taking part, you can claim your money back."
Be clear it's optional and that it sits alongside your own cancellation and deferral policies.
Mention it in your FAQs. Add a short answer on what Refund Protect is and how to claim. See Adding FAQs to your event page.
Point people to it when they ask about refunds. If a participant without protection asks for a refund, it's a good moment to explain your policy and mention the option for future entries.
Keeping track of policies
In All Signups, anyone who bought Refund Protect has a briefcase icon next to their name.
On a participant's booking page, you'll find their policy reference under Entrants Details. Policy numbers start with evt-.
Good to know: you'll see a slightly higher fee on Stripe transactions that include Refund Protect. That's normal: the full protection price passes through your account and is taken back as a fee, minus your 3% commission.
Common questions about Refund Protect
Does Refund Protect replace my cancellation policy?
No. It sits alongside your own cancellation, transfer and deferral policies. Participants without protection follow your normal terms.
Who handles refund claims?
Refund Protect, provided by The Protect Group. The relationship is between the participant and Refund Protect, so you don't need to process or approve anything.
What happens if a participant transfers their place or changes race?
The protection doesn't move with the entry. It stays with the original booking.
Can participants add protection after they've entered?
No. It can only be added during registration.
How much does Refund Protect cost participants?
15% of the ticket price, added at checkout if they choose to protect their booking. Participants who don't want it pay nothing extra.
Can I offer it on some races and not others?
Yes. You choose which races offer Refund Protect when you switch it on.
In summary
Refund Protect gives participants the confidence to commit, and gives you a simple, fair answer when life gets in the way. You keep your entry income, spend less time on refund requests and earn 3% of the ticket price on every protected entry, all without extra work for your team.
Ready to get started? Switch it on in Event > Setup > Form > Refund Protect.