What is TicketPlan Refund Protection?

TicketPlan Refund Protection is an optional service offered by ticket sellers and administered by TicketPlan on behalf of ticket sellers. It is not an insurance policy. TicketPlan administer refunds to customers if they are unable to attend a pre-booked event due to one of the many specified, unforeseen circumstances detailed in the TicketPlan terms and conditions (accidents, illnesses and bereavements are examples).

What should I do if I am unable to attend a booked event and have purchased TicketPlan Cancellation Protection?

If you need to cancel your booking, you need to complete a Refund Application form either online by visiting www.ticketplangroup.com (this method will ensure the fastest turnaround) or write to us at TicketPlan, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF, in order to request a refund application form for submission by post.

Are there any instances in which I cannot apply for a refund via Cancellation Protection?

Please refer to the TicketPlan Cancellation Protection terms and conditions for instances in which a refund is not available.

How do I purchase TicketPlan Refund Protection?

TicketPlan Refund Protection can be purchased during the booking process online by selecting the relevant option. TicketPlan is typically charged per ticket and must be purchased for all tickets within a booking.

How will my refund be processed?

Once a refund application form has been completed either online or returned in hard copy form (along with all supporting documentation that has been requested to verify your refund request) the TicketPlan Refunds Team will contact you should they require further information in support of your refund application.

If successful, the Refunds Team will make a refund payment directly in to the bank account nominated on your refund application form.

If your refund application is unsuccessful, TicketPlan will write to you confirming the reason(s) why.

Please see the TicketPlan Cancellation Protection terms and conditions for full details.

What evidence do I need to provide when making a refund application via Cancellation Protection?

You or members of a group due to attend the booked event with you may be asked to provide the following at your/their own expense:

  • Original unused tickets where applicable
  • Confirmation of your payment for Booking Refund Protection (your booking confirmation)
  • A completed medical confirmation form. Submission of our own medical confirmation form is preferred. We will consider other medical documents but these may not be adequate for our needs. (Download medical form template)
  • Death certificate (please do not post original documents)
  • Evidence of breakdown or disruption to public transport
  • Evidence of breakdown of private transport
  • Evidence of the Emergency Services attending your residence in the event of burglary or fire
  • Original witness summons instructing you to appear in court
  • Original invitation to attend jury service
  • Original advice to travel at short notice on military service
  • Written confirmation from the police or other government agency advising against travel due to adverse weather

Any other reasonable documentary evidence that might be required


What should I do if I have a specific query in relation to my refund application?

If you have a specific query in relation to your refund request, or you are having difficulties in submitting your refund application, please click here. This will generate an email, enabling you to provide us with details relating to your specific query.

What should I do if I’m unhappy/want to complain about Refund Protection?

If you wish to complain you can contact TicketPlan for a copy of the complaints procedure including all relevant contacts.