Refundable bookings FAQ
Frequently Asked Questions
Answers to some of the most common questions about Refundable bookings!
What is Refundable booking?
It’s a brand new feature that will help you maximize revenue and deliver an optimal customer experience during these unpredictable times.
Your customers are given the option to upgrade to a Refundable Booking in your checkout for an extra fee in case they need to cancel due to an unforeseen circumstance including COVID-19 Infection. These refunds are handled and paid for you enabling you to keep the original payment for the ticket as if the booking went ahead.
Refundable Bookings provide extra confidence to customers in unpredictable times, facilitating advance bookings and providing full and rapid refunds to customers within 48 hours.
How does the refund process work?
1. Customer is offered a Refundable Booking in your checkout (the option is closed 24 hours prior the beginning of the event).
2. If selected, the customer will pay an extra fee which is added to their booking total (the entire amount goes to the event organizer's account).
3. The customer pays and receives a booking confirmation email with a section referencing the Refundable Terms and how to apply for a refund.
4. If the customer requires a refund, they click the direct link from their email, insert their booking reference and submit their basic booking info, refund reason, evidence and chosen bank account.
5. The dedicated Customer Experience team will review the application within 24 hours and if valid, will refund the customer directly, and you keep the original payment.
What are the terms & conditions?
You can read more about them here.
Is illness including Covid-19 covered?
Yes, it is. Extended terms for Covid-19 are available here.
What else is covered?
As many personal scenarios as possible are included.
Examples include: COVID-19 infection / isolation / family illness, accidents, illnesses, pre-existing medical conditions, home emergencies, private & public transport failure, adverse weather, emergency circumstances, and more! The T&Cs are designed to refund not refuse.
Do Refundable bookings apply also in case the event organizer/venue/provider cancel the entire event?
No, refundable bookings do not include cases if the booking is cancelled by the event organizer/provider/venue etc.
Who is your partner providing the service?
We teamed up with Refund protect.
Are they trustworthy?
Yes, they are a global company that specializes in this type of service for various industries. You can read their TrustPilot reviews here.
How do I sign up?
Customers who signed up for EventsFrame before April 2021:
Are you an existing user on a plan before April 2021? You need to subscribe to the service in the Subscription tab of your account. Go to Settings -> Subscription and activate the service by giving us your billing details including the credit card. There will be a charge of 0.50 € (fifty euro cents) for validation purposes and we will refund this small charge within 24 hours (please note that the charge will either appear as a reversal that was never charged or as a refund and in that case it can take up to 10 business days to show up on your account).
Customers who signed up for EventsFrame after April 2021:
Are you a new user who started using EventsFrame after April 2021? You do not need to do anything else. You are automatically subscribed and refundable bookings are automatically enabled on your account.
How does EventsFrame collect the fee for Refundable booking?
We charge your credit card on bi-weekly basis (every 1st and 14th day of the month). 9% is charged and you keep the remaining 1% out of the total fee of 10%.
Please note the charge is made in eur currency.
Can I opt-out of service?
Yes, you can. You can opt out when creating each event in Registration -> Payment options tab. Simply uncheck the box.
Did not find the answer you were looking for?
Please, do not hesitate to contact us. If you would like to talk to the Refundable bookings provider directly, we are happy to put you in touch with their customer service representative. Just let us know!