What is refund protection?
Refund protection is an optional add-on buyers can select during checkout on Showpass. It allows them to request a refund through Teak if unexpected, verifiable circumstances prevent them from attending. All claims are handled by Teak, not the organizer or Showpass.
Who issues the refund to the ticket buyer?
Teak does.
Refund protection refunds are paid entirely by Teak, not by the organizer and not by Showpass.
- Your payout is never touched
- Your ticket revenue remains fully intact
- Approved refunds come directly from Teak, outside of the Showpass settlement process
If a claim is approved, Teak pays the buyer directly and Showpass voids the ticket so it can return to your inventory.
What if I don’t have a refund policy?
Refund protection does not replace or override your refund policy.
- Buyers without refund protection follow your policy
- Buyers with protection are evaluated by Teak
- You retain full control over refunds outside Teak’s process
However, having a clear refund policy is recommended so buyers know when refund protection may be their only option.
What does refund protection cover?
Refund protection applies to many unforeseen and verifiable situations, including:
- Illness or injury
- Family emergencies or bereavement
- Travel delays or transportation accidents
- Emergency weather
- Jury duty or required work travel
- Urgent home issues (flooding, fire, break-in, etc.)
The full Terms & Conditions are available to buyers in checkout.
What happens to the ticket if Teak approves a refund?
Approved tickets are:
- Voided
- Returned to your event inventory
- Available for resale to another buyer
This can increase attendance and onsite revenue, since the spot can be filled by someone who will actually attend and spend at the venue.
How does refund protection appear to buyers?
Refund protection is displayed inside the Showpass checkout and is fully branded as Showpass.
- No redirects
- No third-party websites
- No external branding
- No reseller-style experience
[Insert checkout image here]
Buyers remain entirely in the Showpass flow, and the protection option appears as a clean, optional line item before payment.
Where is refund protection located in the checkout flow?
Buyers see the protection option in:
- Showpass web checkout
- Embedded checkout widget on organizer websites
- Showpass mobile app (iOS + Android)
It is always optional for ticket buyers and can be added or removed before completing payment.
Who handles refund protection claims?
Teak manages the claim end-to-end:
- Claim review
- Documentation verification
- Communication with the buyer
- Refund payment
Organizers do not approve, deny, manage or process refund protection claims.
Does refund protection affect my payout or revenue?
No. Organizer payouts stay exactly the same. Refunds issued through refund protection are not deducted from your payout.
The only time organizer revenue is affected is if the organizer manually issues a non-Teak refund through Showpass.
What can organizers tell buyers about refund protection?
Suggested language:
“Refund protection is an optional add-on offered through Showpass during checkout. It allows ticket buyers to request a refund for certain unforeseen and verifiable circumstances. All claims are managed directly by Teak.”
Avoid describing it as “insurance” or a “guarantee.”
Who is Teak?
Teak (formerly Protecht) is a trusted refund protection partner for live events. They handle all claim reviews, documentation requests, buyer communication and refunds. Teak has supported millions of ticket buyers globally.
What should I do if a buyer asks me about their refund protection claim?
If a buyer contacts you about a refund related to refund protection, direct them to Teak. Organizers should not evaluate, approve, or process these refund requests.
Buyers can:
- Use the personalized link included in their Refund Protection confirmation email, or
- Submit a claim directly through Teak’s online claim form
Teak manages the entire process, and your payout will not be affected.
Who should organizers contact with questions?
For questions about enabling, disabling, or understanding refund protection:
- Contact your Showpass representative, or
- Submit a support request here: https://help.showpass.com/hc/en-us/requests/new
Teak only handles buyer claims, not organizer questions.
Where can I see refund protection in my Showpass transactions?
Transactions with refund protection will show:
- A refund protection badge in the transaction header
- A separate line item for the protection fee
This helps you quickly identify which purchases include protection.
Does refund protection increase support load for my team?
No. It typically reduces support load because all claim-related questions and documentation requests go directly to Teak, not to your staff.
Can buyers think refund protection overrides my refund policy?
Refund protection is presented as a separate, optional add-on, and the Terms & Conditions clarify that it does not replace your event’s policy. Buyers without protection still follow your policy.
Does refund protection reduce chargebacks?
Yes. Buyers who experience a legitimate issue are more likely to submit a claim through Teak than initiate a chargeback with their bank. This results in fewer disputes for organizers.
Does refund protection apply to all ticket types?
Refund protection is only available on paid ticket items. It is not available on free tickets, comped tickets, $0 line items, products or memberships/season passes/ticket packages.
Can buyers add or remove refund protection after purchase?
No. Refund protection can only be selected at checkout and cannot be added or removed after the order is completed.
Can organizers see which buyers added refund protection?
Yes. Refund protection appears as a line item in the transaction details, and the badge on the transaction header allows you to quickly identify protected orders.
Is refund protection a replacement for event cancellation insurance?
No. Refund protection applies to individual buyer circumstances, not full-event cancellations. It does not replace organizer-level event cancellation insurance.
Is there any fee sharing with organizers?
Not at this time. Refund protection involves no additional admin effort or operational burden for organizers because Teak handles every part of the process. For that reason, there is no fee split on the protection revenue.
Can I opt out of offering refund protection?
Yes. If you would like to disable it for your events, contact your Showpass representative or submit a request here:
https://help.showpass.com/hc/en-us/requests/new