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Eventim US ticket buyers are offered the option to add Ticket Protection when making their ticket purchase. If Ticket protection is purchased by a consumer, that ticket buyer can now apply for a refund on tickets for reasons specified by the provider.  

As a promoter, how does Ticket Protection help me?

• Sell More Tickets. The availability of Ticket Protection allows your customers the freedom to purchase tickets in advance without fear of losing their funds, thus encouraging consumers to purchase with confidence. 

• Consumers can get refunds but you keep the ticket proceeds. When a Ticket Protection claim is filed by a consumer, you retain the full ticket proceeds regardless of the claim outcome.

• Fewer credit card chargebacks. When consumers use Ticket Protection to obtain a refund, there is no reason for them to file a credit card chargeback claim. 

• No customer service to worry about. The provider handles all claims and communication with consumers. You don’t have to do a thing.

• Increased consumer satisfaction. Maintain your “no refunds” policy knowing your ticket buyers will have options.

How does it work? 

Cover Genius – our preferred ticket insurance partner – assess customer eligibility for Ticket Protection at checkout, based on location and venue address.

Currently, ticket insurance is available only for customers and venues within the US.

This option provides customers a refund if certain circumstances prevent attendance.

Who is XCover?

XCover is the provider from whom consumers purchase Ticket Protection coverage.

What types of incidents are covered for consumers? 

Please refer to Cover Genius Claims site for additional information here.

How are customer inquiries managed? 

Cover Genius handles all claims and inquiries directly. The provider can access ticket/order statuses and refunded tickets to assess claims. Approved claims receive a refund.

What will be refunded for approved claims?

Claim refunds cover fees and the full order amount if no prior refund or incomplete payment plan exists. In such cases, customers receive a refund for the remaining ticket value or the amount paid up to a specific point in the payment plan. Customers may claim refunds on individual tickets within a multiple-ticket order and will be refunded accordingly.