By enabling refund protection, you can help drive ticket sales from hesitant buyers, safeguard your event earnings, and avoid administrative decision-making regarding managing refund requests from buyers who cannot attend your event.
Buyers can purchase refund protection on their entire order during checkout. Buyers are eligible to claim with Xcover the full amount of their ticket purchase (including booking fees), subject to approval. All claims are managed by Xcover directly.
Refund protection is powered by Xcover
All claims are covered and managed by Xcover directly at no cost to you. Buyers will submit their claim directly with Xcover.
Humanitix is not involved in the claims process in any way.
You can see the list of accepted reasons for a refund claim here
Note: Refund protection is not 'event insurance' and does not cover you, the host, in the case of event cancellations etc. This covers buyers who cannot attend the event and would otherwise wish to request a refund. Xcover does not cover buyers in the case of an event cancellation.
How to enable ticket refund protection for buyers
Refund protection is currently in its first stages of release and can only be enabled by a Humanitix admin. Please contact your Specialist directly, or, the Humanitix team at [email protected].
Once enabled by the Humanitix team, refund protection will immediately appear as a checkout option for new purchases.
Refund protection will apply to the entire order and all tickets in that order.
How does a buyer purchase ticket refund protection?
A buyer can purchase refund protection during the final checkout stage of their purchase before entering their payment information.
Under the refund protection header, they can opt-in to cover their order with refund protection.
💵 How much does refund protection cost?
Refund Protection comes at no extra cost to you as the event host. All costs are paid by the buyer during checkout.
The amount charged to buyers is dynamic and will depend on various factors that are set by Xcover including - but not limited to - event demand, time of year, location of the event etc.
Humanitix does not control the amount charged to buyers for refund protection nor can it be amended by you as the event host. This cost is always passed on to the buyer.
How does a buyer make a refund claim?
Buyers who have purchased refund protection will receive a separate confirmation email from Xcover, in addition to their Humanitix Order confirmation email. All claims are made directly through Xcover using the comms provided.
Humanitix does not handle any refund claims nor can it advise on the outcome of a claim as this is managed entirely by Xcover.
Buyers will need to create an account with Xcover if they do not have one already.
To make a claim buyers can login to their Xcover account via their confirmation email and start the process to make a claim. They will need to provide:
Their reference number (available on their Xcover confirmation email)
The reason for non-attendance
Any supporting documentation they can provide
Buyers can also head directly to the Xcover claims page >> Claims | XCover.com
Commonly asked questions
Do I need to manage claims in any way? Does Humanitix do them for me?
No. You do not need to manage any refund request claim if someone has purchased refund protection for their order. Humanitix does not manage any refund protection claim. The buyer will make their claim via their Xcover account and this process is managed between these two parties. Buyers can reach out to Xcover directly for any status on their refund claim.
Does it cost anything for me to offer refund protection?
No. There is no cost to you as the event host to offer refund protection for your event. The buyer wears this cost at checkout.
Can I still refund an order if a buyer has purchased refund protection?
Yes. You can still refund an order even if they have purchased refund protection. However, in these cases, we would recommend they make a claim or resell their ticket.
Can a buyer purchase refund protection later?
No. The buyer must purchase refund protection when making their order. Refund protection will only apply to the tickets inside that order.
If a buyer makes a claim do I lose the ticket revenue?
No. If a buyer makes a claim then Xcover will cover the cost of reimbursement for the ticket sales and Humanitix booking fees. This will not affect your sales.
How will I know if a buyer has made a refund claim through Xcover?
If a buyer makes a successful refund claim through Xcover all ticket(s) in their order will be cancelled. The "reason" provided for the cancellation of tickets will be listed as "Insurance claimed". You can view these details and the order history by clicking on the order ID in the orders report. No refund will be made against the order.