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.
- No 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
Buyers who add protection complete a short form after payment to activate their policy. Aegis then sends a confirmation email with policy details. Buyers manage coverage and submit claims at evvnt.com/refundprotect.
Supporting Your Clients
For questions from ticket sellers, the full seller-facing article is available in the ticket seller "Support" help center. For questions from buyers, direct them to the buyer-facing article or directly to the service page here: evvnt.com/refundprotect.