For Partners (Platforms & Venues)
How does the revenue share work?
You earn 50% of every protection premium. When a customer adds refund protection at checkout, they pay a small premium (typically 8–12% of the ticket price). Half goes to you, half to us to cover claims and operations. There is no cap on your earnings. Try our revenue calculator to see what this looks like for your volume.
How long does integration take?
Most platforms go live in under a week. Our REST API is well-documented and we provide sandbox access on day one. A typical integration follows this timeline: Day 1 kickoff and API access, Days 2–3 build and test, Days 4–5 QA and sign-off, then go live. See our full integration timeline.
What does it cost to integrate?
Nothing. There are no setup fees, no licensing fees, and no ongoing charges. We only earn when you earn — our revenue comes from our 50% share of the protection premiums. Zero upfront cost.
Do we handle claims?
No. We handle all claims entirely. Customers submit claims through our online portal, we review them, and we pay approved refunds directly. Your team doesn't touch claims at all. Most claims are resolved in 5 working days.
Can we customise the offering?
Yes. Our API integration gives you full control over the checkout experience, including branding and messaging. We also offer white-label options where protection can be offered under your own brand name.
What platforms do you integrate with?
Our REST API can integrate with any ticketing platform. We provide documentation for common frameworks and support webhook-based architectures. If you have a checkout flow, we can integrate with it. Get in touch to discuss your setup.
Is there a minimum volume?
No. Whether you process 100 bookings a month or 100,000, our model works. There are no minimum volume requirements and no tiered pricing.
For Customers (Ticket Buyers)
What does refund protection cover?
Refund Cover protects you for 12 reasons: illness or injury, transport disruption, adverse weather, work obligations, bereavement, jury duty, burglary or fire, vehicle breakdown, pregnancy complications, military deployment, redundancy, and employer relocation. See full details on our coverage page.
How do I make a claim?
Visit refundcover.freshdesk.com and submit your claim online. Provide details of what happened and upload any supporting evidence such as a medical note, transport confirmation, or police report. Our claims portal will guide you through the process.
How long until I get my money?
Most claims are resolved within 5 working days. Once approved, refunds are paid to your original payment method within 2–3 business days. We aim to be fast and fair.
What documentation do I need?
It depends on the reason for your claim. For illness, a GP or hospital note. For transport disruption, confirmation from the provider (e.g. train cancellation notification). For bereavement, a death certificate or funeral director's letter. For burglary, a police report reference. Our claims portal will tell you exactly what's needed for your specific situation.
Can I add protection after I've already booked?
No — refund protection must be purchased at the time of booking. It cannot be added retrospectively. This is why it's important to consider adding protection when you first complete your purchase.
Is this actually insurance?
Yes. Refund Cover is a genuine insurance product underwritten by Lloyd's of London — the world's most respected insurance market. It is not a vague "guarantee" or credit scheme. It's properly regulated ticket protection insurance with full terms and conditions, available at refund-request.com/refundableterms.
Still have questions?
We're happy to help. Get in touch and we'll respond within one working day.