Order protection changes that calculation. It gives buyers the option to make their booking refundable at checkout, for a small fee, protecting more than 18 reasons including illness, travel disruption, and workplace redundancy. 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 the protection fee on top.
Tixly has partnered with Protect Group to bring Order protection to venues across our platform. Here's what it means for you and your buyers.
What Order protection actually is
Order protection is not insurance. That distinction matters, because it means there are no licensing requirements or regulatory obligations for your venue. It is a flexible terms product: buyers pay a small fee at checkout to make their booking refundable, and if they need to use it, Protect Group handles the entire process.
Your team is not involved in the refund process. Your refund policy is not affected. Protection sits alongside your existing buying flow as an opt-in add-on for buyers who want it.
Protect Group has been working in ticketing and live entertainment since 2016, operating across 400+ partners in 100+ countries. They hold a 4.8/5 Trustpilot score across more than 35,000 reviews, which means your buyers are in good hands without your box office needing to lift a finger.
What it means for your venue
Firstly, you keep 100% of ticket revenue on any protected booking. If a buyer applies for a refund, the original sale stays with you. You receive an email notification when a seat is released, so you can decide what to do with it.
Secondly, you earn a share of every protection fee sold. This is revenue generated directly through your buying flow, with no additional work required from your team.
Lastly, and perhaps most importantly for venues with high-value bookings, protection reduces booking anxiety. Buyers who know they're protected if plans change are more likely to commit to a purchase. That means fewer abandoned checkouts and stronger conversion on bookings that might otherwise not happen.
No refunds to manage. No difficult refund conversations. No additional work for your team.
How it works at checkout
Order protection appears as a single, clearly priced option during the booking process. Buyers can see exactly what they're protected for before they decide. If they'd rather not add it, they continue as normal.
The widget sits within your existing checkout flow. Nothing changes for your team, and no redesign is required on your end. Pricing is shown upfront, and buyers opt in by choice.
If a buyer does need to apply for a refund, Protect Group resolves 90% of cases automatically, with an average payout time of four hours and 24/7 customer support. Your box office is not part of that process at any stage.
Smart pricing
The cost of Order protection is not fixed. Protect Group uses AI-driven pricing that adjusts in real time based on booking behaviour, timing, and demand. A last-minute booking might carry a lower fee. A booking made months in advance might see a slightly higher one. The goal is always to make Order protection feel like an easy decision for the buyer, which in turn keeps conversion rates high.
Fixed pricing is available if you'd prefer it, but the data across Protect Group's partner base consistently shows Smart Pricing outperforms static pricing.
Protection that goes beyond the obvious
Most refund terms protect illness and not much else. Order protection protects more than 18 reasons, including pre-existing medical conditions, pregnancy complications, public transport failure, flight disruption, severe weather, workplace redundancy, jury service, and changes to exam dates.
It also includes a catch-all for genuine emergencies that don't fit neatly into any category, reviewed case by case with the benefit of the doubt. That breadth of protection is what makes it a meaningful benefit for buyers rather than a box-ticking exercise.
Order protection is now available across the Tixly platform in partnership with Protect Group. If you have questions about how it works for your venue, your local Tixly team is the best place to start.
