Refund Protection is an optional add-on your ticket buyers can purchase at checkout. It's a product provided by Aegis that lets buyers recover their ticket cost in eligible circumstances. You don't need to manage anything per event — once it's enabled on your portal, it's automatically offered to buyers wherever it qualifies.
When buyers see it
Protection is only offered for events that are:
- Non-refundable
- In-person (not virtual)
- More than 2 days away
- Paid tickets (not free), with a cart total above $25
If an event doesn't meet all of these, the buyer goes straight to order review with no protection option.
What it costs the buyer
The price of the protection is 7.5% of the order subtotal (tickets and add-ons), with a $5.00 minimum. The buyer sees the exact amount before deciding whether to add it.
How it affects the order
If a buyer opts in, protection appears as a separate line item on the order. Platform fees do not apply to the protection amount, so it doesn't affect the fees charged for tickets. Standard card processing fees apply to the full order total as usual.
What do I have to do as a Ticket Seller?
Nothing! The system will offer the protection option if your event and organization settings meet the conditions above.
If a buyer asks how to view their coverage or start a claim, you can point them to the link in their email that confirms their protection purchase. It will take them to this page: evvnt.com/refundprotect where they will find two options: Review Your Coverage to see policy details, and Ticket Order Refund to start a claim. Claims are handled by Aegis.
Frequently Asked Questions
Can an event host turn this off for specific events?
Whenever an event meets the qualifying conditions, protection is automatically offered to buyers. There is no per-event toggle. One way to "turn it off" is to change your seller account's "Refund Policy" in your Organization's Settings. If you adjust your settings to something other than "No Refunds" then that will prevent the refund protection option from appearing.
Will this show up on a $25 ticket?
Not necessarily. Protection is only offered when the cart total is above $25 — so a single $25 ticket would not trigger it.
Who actually pays the refund if a buyer makes a claim?
Aegis (our product partner) handles and pays all approved claims directly. Your revenue is not affected. You will keep 100% of your ticket sales regardless of any claims made by buyers.