Enable cancellation protection

Use Cancellation Protection to let attendees make their tickets cancelable directly at checkout. When enabled, buyers see an opt-in option powered by a third-party insurance provider, no manual claim handling on your side. The protection appears as a dedicated step in the checkout flow, between ticket selection and payment.

This is useful when you want to reduce refund requests, increase buyer confidence for high-value or far-in-advance tickets, or add a trust signal to your checkout without any extra operational work.

How It Works

Once enabled, attendees see a prompt during checkout asking if they'd like to protect their tickets, along with the cost and coverage details. The coverage currently available through the NEAT provider includes 100% refund with proof, 70% refund without proof, and a 48-hour refund processing time. Merchandise, donations, and service fees are not covered. Attendees who opt in receive their insurance contract by email directly from the provider after purchase.

Enabling Cancellation Protection

Open your event, go to Sales Channels, and select the channel you want to configure.

Add the step

At the bottom of the Configure your widget flow section, click + Manage Steps. In the modal that appears, click Add insurance.

Select a provider

A panel opens on the right listing available providers. Select NEAT (a blue indicator appears), then click Apply modifications. The step now appears in your widget flow as Refund Guarantee Tickets & product protection, under the Buyer data and extras section.

Preview

Use the widget preview to test the flow. After selecting tickets and clicking Continue, you'll see the protection step as attendees will : a purple banner with pricing, coverage details, and the choice to opt in or skip. When selected, a "Cancellation protection" line appears in the basket summary.

Removing Cancellation Protection

Click the Refund Guarantee step in your widget flow, then click Remove from flow in the panel on the right. You can also click the X icon next to the step name directly in the flow.

Per-Channel Configuration

Cancellation protection is configured independently on each sales channel. You can enable it on your main public channel while keeping it off on a partner channel, or vice versa.