Enhance your customers' experience with cancellation protection
Attendees commit to events weeks or months in advance, but life doesn't always cooperate. An unexpected illness, a family emergency, or a last-minute conflict can turn an exciting purchase into a frustrating loss. And when buyers know they can't get their money back, some won't buy at all.
Without ticket protection at the point of sale, you're asking customers to take a financial risk every time they check out. That hesitation costs conversions, and the inability to offer coverage means you're leaving both revenue and trust on the table.
That's why we're launching Cancellation Protection with NEAT, as Insurance provider.
Attendees can now add Ticket protection during checkout. The premium is calculated and displayed in real-time based on the ticket value. If something comes up, they file a claim and get their ticket price reimbursed. For you, it means fewer refund requests, more confident buyers, and a checkout experience that feels genuinely premium.
What's available
- 🛡️ One-click protection add-on surfaced at checkout, when buyers are most engaged with their purchase decision
- 💰 Real-time premium calculation based on ticket value
- 📋 Full claim lifecycle letting attendees file and track reimbursement requests in case of cancellation or unforeseen events
- 🎯 Channel-level control letting you decide which sales channels offer protection and configure coverage options per event
- 🤝 Powered by NEAT, a dedicated insurance partner with a complete subscription and claims infrastructure
Why it matters
Cancellation protection isn't just a safety net for attendees, it's a conversion and trust tool for you.
- ⚡ Remove purchase hesitation: Buyers on the fence about committing to a future event are more likely to confirm when they know they're covered if plans change.
- 📈 Protect your revenue: Fewer last-minute cancellation requests means less manual refund processing and more predictable income.
- 🎯 Upsell at the right moment: Insurance appears as part of the add-on step, during checkout, when attendees are already in a "yes" mindset.
- 🤝 Build long-term trust: Offering ticket protection signals that you care about the attendee experience beyond the transaction itself.
🎉 The result: Cancellation Protection transforms a standard checkout into a premium buying experience, one where attendees feel protected, confident, and more willing to commit. For organizers, it means higher conversion, fewer refund headaches, and a meaningful new touchpoint with every buyer.
Improvements
Studio
- Add-ons can now be deeply configured per sales channel, with the ability to import the configuration from another channel and fully update or remove individual add-ons without rebuilding from scratch
- Publication requirements for an event are now surfaced directly in Studio before going live, so you know exactly what's missing before hitting publish
- Analytics now default to a 30-day window, with a cumulative sales chart aggregated across all offers for a clearer revenue overview at a glance
Event store
- Google Ads and Snapchat tracking pixels are now supported in the event store, giving you better visibility into marketing att ribution and ad-driven conversions
Shop/Products
- The organization display name can now be customized per event, enabling different branding across your events without changing your main account name
Fixes
Orders
- Fixed invite links being invalidated by email security scanners before recipients could open them
Event store
- Fixed products without variants never being marked as sold out, causing items to appear purchasable when stock was depleted
- Fixed seat booking failing silently when a hold token had expired mid-checkout
