Ticket Protect lets you ask EVENT Live for your ticket money back when something outside your control stops you attending. You add it when you buy, for a fee, on the tickets you choose. Adding Ticket Protect does not guarantee a refund: every request is read and decided by a person at EVENT Live.

What it costs

The fee is a percentage of the ticket's list price and is shown to you at checkout, per ticket, before you pay. The rate varies with the price of the ticket and is set by EVENT Live for each event. The fee is charged with your order.

The Ticket Protect fee itself is never returned, in any circumstance, including when a request is approved and including if the event is cancelled. You paid for the cover and the cover was in place.

When you can add it

Only at the moment you buy your tickets, and only while the event is far enough away — the closing date is set per event and Ticket Protect simply stops being offered after it. It cannot be added to an order afterwards, and it is not available on orders paid by installments.

What you can ask about

Something that happened to you and stopped you attending — illness or injury, a bereavement, travel disruption you did not choose, or an unavoidable work obligation. If your reason is none of these you can still tell us what happened and we will read it.

Ticket Protect is about you, not the event. If the event is cancelled, rescheduled, moved, or the line-up changes, that is covered by the organizer's own refund policy and by our Terms of Purchase — not by Ticket Protect.

When to ask

Tell us before the event wherever you can. We accept requests for a limited period afterwards, for the case where you genuinely could not reach us in time. Once that period closes, a ticket can no longer be claimed.

What you get back

If your request is approved you receive what you actually paid for the tickets in the request, less a processing share that EVENT Live retains. That share is a percentage shown to you at checkout when you added Ticket Protect, and it is the one that applied to your order. The Ticket Protect fee is not part of what is returned.

Tickets you pass on

Ticket Protect covers the person who bought the ticket. If you transfer a ticket to somebody else, the cover on it ends — you have been paid by whoever took it, and they did not buy cover. An open request for a ticket transferred afterwards lapses with it.

How decisions are made

A person at EVENT Live reads every request. Nothing is approved automatically. We may ask you for more detail before deciding, and we will tell you the outcome and the reason for it. Requests found to be dishonest are declined and may end access to Ticket Protect.

These terms apply in addition to EVENT Live's Terms of Purchase. Where they conflict, the Terms of Purchase govern. The rate, the closing date and the retained share in force for your order are the ones shown to you at checkout.