Your Booking Protect account manager will raise a ticket with the Tessitura Integrations team to start the activation process. They will install the Booking Protect Plugin and help configure the application If you use TNEW they will help with the set up for your website. If you host your own website we can provide everything you’ll need to add Booking Protect.

See below an example of how Booking Protect appears to customers during the online booking process. Please note, this is just an example and the offering can be customized to better suit your online booking process. 

If a customer purchases protection, they go through the booking process as usual and pay the Booking Protect fee directly to you.

We will invoice you on the 1st of each month for our share of the product sales made in the previous month. You retain 45% of the protection  fee as a commission, this is available to you immediately. Invoice payments are collected within 7 days of you receiving your monthly invoice.

We want the protection to be affordable to purchasers at all price levels. This is why we use a percentage pricing model which optimizes conversion (customer uptake). We currently recommend a price to the customer of 7% of the ticket or entry value. If you would like to discuss  an alternative pricing strategy please speak with your Booking Protect account manager.

Unfortunately a customer’s entire booking must be included to be eligible for Booking Protect’s refund protection product.

Yes, if a customer changes their mind, the protection can be cancelled and refunded within 14 days of the purchase date (cooling off period). You can cancel these sales in Tessitura and in our back-office  dashboard which is available to you however after this period the protection is non-refundable.

Our product is designed to complement your own terms and conditions. Booking Protect protects your customer and their ability to use their booking, taking over what the customer would have been entitled to based on your terms.

In the event of a refund, your customer submits an application directly through our online refunds portal and we handle the whole process including any payments. 

Take a look at the customer refund journey.

The Booking Protect team will review new applications within 48 working hours. If the customer is eligible for a refund and has supplied all the relevant information, we will agree payment within that time.

Customers can submit a claim at any point up to 45 days AFTER the date of the event, so there’s no danger of them being timed out.

Unfortunately Booking Protect does not provide a refund if the booked event is cancelled, abandoned, postponed, curtailed or relocated. It is your responsibility as the event organizer to arrange and process refunds.

We keep you up to date by sending you instant notifications and weekly reports on the refunds we’ve paid. Just let us know where to email these reports to, or you can set up your own claims webhooks with the information in our developers portal. If the refund has happened before the event date you can then release these tickets to sell again!

No, Booking Protect is not an insurance product. Think of it as an extension to your terms and conditions. For example, a cancellable hotel room often costs more as it provides additional peace of mind for customers. Our product does the same thing in principle – giving customers the option to pay a little extra knowing their booking is protected.