Help boost your ticket sales by enabling refund protection at checkout, giving confidence to hesitant buyers while safeguarding your event earnings, and avoiding administrative decision-making regarding managing refund requests.
Buyers can choose to pay for refund protection during checkout, allowing them to submit a refund claim if they can no longer attend, such as due to illness.
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 to Xcover.
Event hosts or Humanitix are not involved in the claims process in any way.
> See list of accepted refund reasons
Refund protection is available for AUD, NZD and GBP events only.
How to enable ticket refund protection for buyers
Refund protection is currently invite-only and must be enabled for your event(s).
Please contact the Humanitix support team via the messenger after logging in.
Once enabled, refund protection will appear at checkout for all new orders and for all buyers.
How does a buyer purchase ticket refund protection?
A buyer can opt in to purchase refund protection during the final checkout stage of their purchase before entering their payment information.
Refund protection is optional.
Refund protection applies to the entire order and all tickets in that order.
How much does refund protection cost?
Refund Protection comes at no extra cost to you as the event host. Buyers pay the cost 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?
Claims are made with XCover directly. Buyers who have purchased refund protection will receive a separate confirmation email from Xcover, in addition to their Humanitix order confirmation email.
To make a claim, buyers create and log into an XCover account. Details on how to create an account and how to submit a claim are included in their XCover confirmation email. They will need to provide:
Their reference number (available on their XCover confirmation email)
The reason for non-attendance
Any required supporting documentation
Buyers can also head directly to the Xcover claims page >> Claims | XCover.com
Humanitix does not handle any refund claims. We cannot advise on the outcome of any claim, as this is managed entirely by Xcover.
Commonly asked questions
Does refund protection cover me (the event host) if I have to cancel the event?
Does refund protection cover me (the event host) if I have to cancel the event?
No. Refund protection powered by XCover is not "event insurance". It does not cover you (the event host) if you have to cancel the event and still need to pay vendors, suppliers and/or refund tickets. This refund protection applies only to buyers who can submit a claim if they can no longer attend, within the accepted claim criteria.
Do I need to manage claims in any way? Does Humanitix do them for me?
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 claims 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?
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 pays this cost at checkout.
Can I still refund an order if a buyer has purchased refund protection?
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?
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?
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?
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.