Last updated: April 29, 2025
Section 1: What ExperienceProtect Is, What It Is Not
ExperienceProtect is an optional refund service provided by ExperienceProtect LLC to attendees of paid experiences, such as concerts, theater performances, festivals, or other ticketed events. The service refunds ticket prices and tax if the ticket holder is unable to attend the event due to certain qualifying unforeseen circumstances, as outlined below. ExperienceProtect is not an insurance policy; it is a service designed to offer financial protection for specific situations that prevent attendance.
Section 2: Qualifying Circumstances for Refund
Refunds are available under the following unforeseen circumstances, provided they occur after the purchase of ExperienceProtect and prevent the ticket holder from attending the event:
- Health & Medical Related Events: Serious illness or injury of the ticket holder or an immediate family member (spouse, child, parent, or sibling) requiring medical attention, supported by a doctor’s note or medical documentation.
- Death: Death of the ticket holder or an immediate family member, supported by an obituary, death certificate, or other official documentation.
- COVID-19: Diagnosis of COVID-19 for the ticket holder or an immediate family member, supported by a positive test result or medical documentation.
- Non-Medical Emergencies and Crime: Events such as home burglary, fire, or other significant personal emergencies, supported by a police report or other official documentation.
- Transportation-Related Events: Major transportation disruptions, such as flight cancellations or road closures, preventing attendance, supported by documentation from the transportation provider or government agency.
- Weather-Related Events: Severe weather conditions, such as hurricanes or blizzards, leading to official road closures or event cancellations, supported by a notice from a local government transportation or weather agency.
- Employment-Related Events: Unexpected work obligations, such as relocation or mandatory work at the time of the event, supported by a letter from the employer.
- Legal Obligations: Court appearances or legal proceedings scheduled after the event was booked, such as for judges, attorneys, or court reporters, supported by court documentation.
Section 3: What Is Not Covered
ExperienceProtect does not provide refunds for the following:
- Normal or seasonal weather conditions, such as rain, snow, or high humidity, unless they result in official road closures or event cancellations.
- Traffic delays or personal choices, such as not attending due to individual preferences or minor inconveniences.
- Event cancellations unrelated to the ticket holder’s circumstances, unless explicitly covered by severe weather or other qualifying events.
- Failure to provide required documentation, such as a screenshot from a weather app instead of an official notice.
- Circumstances known to the ticket holder at the time of purchasing ExperienceProtect.
Section 4: Documentation Required for Refund Requests
To process a refund request, the ticket holder must submit the following within 30 days of the event date:
- A completed refund request form, available on the ExperienceProtect website.
- Supporting documentation specific to the qualifying circumstance, as outlined in Section 2.
- Proof of purchase, such as the event ticket or receipt.
ExperienceProtect reserves the right to request additional documentation to verify the claim. Incomplete or fraudulent submissions will result in the denial of the refund request.
Section 5: Refund Process
Upon receipt of a valid refund request and supporting documentation, ExperienceProtect will:
- Review the request within 7-10 business days.
- Notify the ticket holder via email of the approval or denial of the refund.
- Process approved refunds within 7 business days, returning the cost of ticket prices and tax. Please note that ticketing fees and the cost of Ticket Protection are non-refundable.
Refunds are limited to the amount paid for the event and do not include additional costs, such as travel, lodging, or accommodation expenses.
Section 6: Privacy Policy
- ExperienceProtect collects, stores, and manages customer data in accordance with its Privacy Policy, available on the ExperienceProtect website. Customer data is not sold, shared, or transferred to third parties, except as required to process refunds or comply with legal obligations. Section 7: Disputes & Arbitration
Section 8: General Terms
- Eligibility: ExperienceProtect is available only to ticket holders who purchase the service at the time of booking their event tickets.
- Non-Transferable: The service is non-transferable.
- Changes to Terms: ExperienceProtect reserves the right to modify these Terms and Conditions at any time. Updated terms will be posted on the ExperienceProtect website and apply to purchases made after the update.
- Limitation of Liability: ExperienceProtect’s liability is limited to the amount of the refunded event fees. The company is not responsible for additional costs or damages incurred by the ticket holder.
- Governing Law: These Terms and Conditions are governed by the laws of the State of Arizona, without regard to conflict of law principles.
Section 9: Contact Information
For questions, refund requests, or feedback, contact ExperienceProtect at:
Email: contact@experienceprotect.net
By purchasing ExperienceProtect, you agree to these Terms and Conditions and the Privacy Policy.