Order Protection is optional event insurance available at checkout. If unforeseen circumstances prevent you from attending, this coverage may help you recover the cost of your tickets. The insurance is provided by Teak, a third-party partner that specializes in event ticket protection.
Important: Order Protection must be added at the time of purchase and cannot be added to existing orders. You can cancel the coverage within 14 days of purchase if the event has not yet taken place.
What order protection covers
Order Protection applies to specific qualifying scenarios, including:
Personal illness or injury
Transportation disruptions (such as flight cancellations or vehicle breakdowns)
Family emergencies
The coverage does not apply to every situation. Review the complete Terms and Conditions during checkout to understand all covered scenarios and exclusions.
Heads up: Order Protection cannot be used for ticket exchanges, upgrades, or situations involving event changes, postponements, or cancellations. Those scenarios are handled according to the event organizer's policies.
Adding order protection to your purchase
Proceed through checkout as normal
Look for the Order Protection option before completing payment
Select the checkbox to add Order Protection to your order
Review the Terms and Conditions link to understand coverage details (opens in a new tab)
Complete your purchase
The cost of Order Protection is calculated as a percentage of your ticket price and will be itemized separately in your order total.
Filing a claim with Teak
If you need to use your Order Protection coverage, contact Teak directly at [email protected] to start a claim. Have your order confirmation and supporting documentation ready, Teak may require proof such as medical records, transportation receipts, or other evidence depending on your situation.
Teak manages all claim submissions, reviews, and refund processing independently. Tixr does not have access to claim details or status updates. For questions about your claim or coverage, reach out to Teak directly.
Frequently asked questions
Can I add Order Protection after completing my purchase?
No. Order Protection must be added during checkout and cannot be applied to existing orders. If you complete your purchase without adding coverage, you will need to rely on the event organizer's standard refund or exchange policies.
Can I cancel Order Protection if I change my mind?
Yes. You can cancel Order Protection within 14 days of purchase as long as the event has not yet taken place. Contact Teak directly at [email protected] to process the cancellation and receive a refund for the protection cost.
What documentation does Teak require for a claim?
Documentation requirements vary depending on the reason for your claim. Common examples include medical records for illness or injury, proof of transportation disruption, or documentation of family emergencies. Teak will provide specific instructions when you submit your claim.
Does Order Protection cover event cancellations or postponements?
No. Order Protection does not apply when an event is canceled, postponed, or rescheduled by the organizer. Those situations are governed by the event organizer's refund policies, and any available refunds or exchanges are handled directly through Tixr.
How long does it take to process a claim?
Processing times vary based on the complexity of your claim and the documentation required. Contact Teak at [email protected] for specific timeline expectations and updates on your claim status.
Where can I find the full Terms and Conditions?
The Terms and Conditions link is available during checkout before you add Order Protection. You can also contact Teak at [email protected] to request a copy of the policy details at any time.