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GLOBAL REFUND PROTECTION

Refund Protect is a Membership programme which enables our clients (Members) to offer
their customers an enhanced set of terms of conditions which in unforeseen circumstances
outside of their control, enables their customer to apply for refund on non-refundable
bookings.

The customer pays an “optional fee” which is set and collected by the Member on order for
them to benefit from these enhanced terms & conditions on bookings which would normally
be non-refundable.

Refund Protect is the administrator of the programme and underwrites the risk of our
members’ customers who apply for a refund. Refund Protect also handles the refund
applications and refund your customers directly.

All this is managed seamlessly through a very simple API integration.

MEMBERSHIP

Refund Protect Members can be any company in the world which makes bookings that are
non-refundable and who’s customers would like the ‘option’ of a refund in circumstances
which are unforeseen and outside of their control.

CUSTOMER EXPERIENCE

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We place your Customer at the heart of Refund Protect; we’ve designed the proposition to
be the most complete ‘optional’ refund protection available on the market today. This means
we enable your customers to apply for a refund in more circumstances than other providers.

Our in-house refund team will also consider on a discretionary basis Emergency
Circumstances that are unforeseen and outside the control of your customer. Any refund
that is not accepted will be approved by a Manager who will ensure due care and
consideration has been shown to the customers situation.

We commit to handle all refund requests within 48 hours of receipt of the refund
application from your customer.

In our opinion, the only thing that matters is how your customers feel about their
experience as we represent your brand. We’ve developed a Customer Experience Policy and
we publish our achievement of service levels on our website and within your account on the
Protect Platform.

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CONNECT VIA API
Our Partners simply connect to our platform via API which enables their refund protect
transactions to be underwritten by our London Market Insurance Provider. This allows for
the full value of the transaction to be protected including processing fees or any extras if
booked as a part of a package, meaning we can provide their customers with a 100%
refund in unforeseen circumstances outside of their control meaning they cannot attend
their booked event.

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