Refund Protection is an optional add-on your ticket buyers can purchase at checkout. If a covered situation keeps a buyer from attending, they request a refund directly from Protect Group, our Refund Protection partner.

Protect Group reviews the request and pays approved refunds. Approved refunds don't come from your event revenue, and you don't need to process them.

Refund Protection is included on all events for clients processing payments with Leap Merchant Services. It works with every product type you sell in Leap Conventions, including admission, merch, photo ops, autographs, and special events.

Refund Protection benefits your event in the following ways:

• Buyers feel confident purchasing early, even for higher-priced tickets
• You handle fewer refund requests and chargebacks

What your buyers see

Buyers see a Refund Protection option during checkout. They choose to add it or decline it before they can complete their purchase. If they add it, the Refund Protection price appears in their order total. Protect Group sets the price for each order, so it varies by purchase.

After purchase, the order confirmation email includes Refund Protection details. It also includes a personal link the buyer uses to request a refund. Protect Group doesn't send buyers a separate email. If you resend a confirmation email from admin, the Refund Protection details and link are included.

When the option doesn't appear

The Refund Protection option doesn't appear in these cases:

• The order total is $0, such as a free or comp ticket
• The event is more than 2 years away
• Protect Group is temporarily unavailable

In each case, checkout continues as normal without Refund Protection.

Buyers can't add Refund Protection to an order after purchase.

What Refund Protection covers

Refund Protection covers situations that keep the buyer from attending your event. Covered reasons include:

• Illness, injury, pregnancy complications, or a pre-existing medical condition
• Death of the buyer, a group member, or an immediate family member
• Travel disruption, such as a flight disruption, transit failure, vehicle breakdown, or severe weather
• A home emergency or theft of documents
• Work changes, such as relocation for work or a layoff
• Official obligations, such as jury duty, a court summons, a military or emergency services recall, or a changed exam date

Refund Protection doesn't cover:

• Booking mistakes, such as wrong dates or extra tickets
• Changes to your event, such as a cancellation, postponement, or new date
• Communicable diseases, including COVID-19, and related travel restrictions

Buyers with a booking mistake or an event change contact you directly. Those requests follow your event's refund policy.

Refund Protection covers up to $15,000 USD of each order. It works with any currency you sell in.

Protect Group's terms decide what is covered and what evidence is needed. For full details, read the Refund Protection terms on refundable.me.

How buyers request a refund

Buyers request a refund through Protect Group, not through you or Leap. Here is how the process works:

1. The buyer opens the refund request link in their order confirmation email
2. The buyer completes the refund application and uploads supporting documents, such as a doctor's note
3. Protect Group reviews the request and pays approved refunds to the buyer's bank account
4. If Protect Group approves the request, each approved ticket is marked as claimed and canceled in Leap Conventions

Buyers can apply for a refund up to 60 days after the event.

An order note is added to the order when a refund is approved. You can view this note in the order details.

If a buyer contacts you about a refund, direct them to the link in their confirmation email. They can also apply at refundable.me. If they can't find the email, resend it from the order in admin.

Checking Refund Protection on a Conventions order

You can see whether a buyer purchased Refund Protection from the order list or from a single order. These steps use the Leap Conventions admin in a desktop browser.

From the order list

1. Go to Orders
2. Search for the order or buyer you want to check
3. Review the Refund Protection Purchased column

From a single order

1. Go to Orders and select the order you want to check
2. Under Additional Order Information, review the Refund Protection Purchased line

Reporting on Refund Protection

The Refund Protection Report shows every order where a buyer purchased Refund Protection for your event.

1. Go to Reports > Product Reporting
2. Select Refund Protection Report
3. Choose the event you want to review