From now on, buyers at Tixly-powered venues will have the option to make their booking refundable at checkout. If something comes up, they apply for a refund directly with Protect Group. Your venue keeps the original ticket revenue and earns a share of every protection fee sold.
Who Protect Group is
Protect Group is a specialist in ticketing and live entertainment, working with 400+ partners across 100+ countries since 2016. Their customer experience teams operate around the clock, handling refunds, queries, and payouts entirely on behalf of the venues they work with.
They hold a 4.8/5 Trustpilot score across more than 35,000 reviews, one of the highest in the industry, which tells you something about how well they look after buyers once a refund is applied for.
What this adds to the Tixly platform
Order protection appears as a single, clearly priced option during checkout. Buyers can see exactly what they're protected for before they decide. If they'd rather not add it, they continue as normal. Nothing changes in your buying flow, and nothing changes for your team.
Order protection protects more than 18 reasons including illness, travel disruption, workplace redundancy, pre-existing medical conditions, and a catch-all for genuine emergencies that don't fit neatly into a category. That breadth of protection gives buyers real confidence at the point of purchase, particularly for higher-value bookings where the hesitation to commit is greatest.
For venues, every protection fee sold generates a share of revenue with no refunds to manage, no customer conversations to handle, and no additional work for your box office team. Protect Group resolves 80% of refunds automatically, with an average payout time of four hours.
A natural fit for performing arts
Performing arts venues operate differently to general event ticketing. Your audiences plan ahead, often booking weeks or months in advance. The longer the gap between purchase and performance, the more uncertainty a buyer carries. Order protection directly addresses that, giving buyers a reason to commit rather than wait and see.
It also removes one of the more difficult conversations a box office team can face: a buyer who genuinely cannot attend but has no recourse. With protection in place, that conversation goes to Protect Group instead.
"We are proud to partner with Tixly to integrate Order Protection seamlessly into the booking experience. Recognising the unique financial and operational pressures facing arts and culture organisations today, this partnership provides Tixly venues with a risk-free way to unlock additional revenue without adding operational friction. Our priority is to elevate the customer journey while safeguarding your venue’s brand through dedicated care that gives audiences complete confidence when they book. We look forward to adding effortless value to Tixly venues while delivering a seamless experience for every ticket holder."
Dayna Lashin, Partnership Manager at Protect Group
Protect Group joins a growing network of trusted partners in the Tixly ecosystem, selected to extend what your platform can do without adding complexity to your operations. From payment processing and audience engagement to protection and beyond, our integrations are designed to work together and give venues the flexibility to build a setup that fits.
To find out more about Tixly's partners, visit our partners page.
