Refund Protection is an add-on offered to ticket buyers at checkout on qualifying events. It is a third-party product provided by Aegis that lets buyers recover their ticket cost in eligible circumstances.
How It Works
When a buyer reaches checkout on a qualifying order, they're offered the option to add protection. If they accept, it appears as a separate line item on the order. Claims and the payouts are managed and paid entirely by Aegis, and neither the ticket seller nor the ticketing platform does not need to be involved in the financial exchange or the process in any way.
Protection is only offered at checkout when:
- The ticket seller's refund policy is "No refunds"
- The event location is In-person (not virtual)
- The start date is more than 2 days away
- The value of the tickets in the cart is above $25
If any of these conditions aren't met, the buyer will be sent to the order review and payment page without being presented with the protection step in checkout.
What This Means for Ticket Sellers
- No setup or management required. When it is enabled in the system, the feature runs automatically on any qualifying events.
- Disabling is possible, though indirect. Refund Protection is only offered on events whose organization has a refund policy set to no refunds (the default). An organization admin can change this in the organization settings, and doing so will prevent protection from appearing on any of their events. There is no per-event toggle — the change applies at the organization level.
- Absolutely zero negative revenue impact! Platform fees do not apply to the protection amount, and sellers keep 100% of their ticket revenue regardless of any claims a buyer files with Aegis.
- No claim handling. If a buyer asks the seller about a refund through protection, the seller should direct them to evvnt.com/refundprotect.
What This Means for Ticket Buyers
Refunds are an unavoidable reality that demand time and attention whenever the situation arises. Refund Protection is designed to make purchasing advance tickets easier for hesitant buyers. For those who worry they might not be able to attend for reasons outside their control, this option means more attendees feel more comfortable committing to a purchase knowing their money is protected against the unknowable.
For ticket sellers, this also reinforces a "No Refunds" policy and minimizes the outreach from buyers regarding refunds. Buyers who decline protection at checkout are clearly opting out of refund eligibility, which helps set expectations up front and reduces the frustration of post-event refund demands.
How It Works for Buyers
Buyers who add protection provide their name and email after payment and confirm agreement to the policy to activate the protection. Aegis then sends a confirmation email with the policy details and claim instructions. Buyers manage their coverage and submit claims directly at evvnt.com/refundprotect.
There is nothing ticket sellers or site partners need to do. If a buyer contacts you about their refund protection, they've likely missed the confirmation email — direct them to check their inbox for the Aegis confirmation, or send them to evvnt.com/refundprotect for policy management and claims.
Supporting Your Clients
For questions from ticket sellers, the Ticket seller-facing article is available in the ticket seller "Support" help center.
For any questions from buyers, direct them to the buyer-facing article or to the product service page here: evvnt.com/refundprotect.