If you purchased Order Protection at checkout and your situation qualifies under the policy's terms, you can request a refund directly through Teak, Tixr's trusted third-party partner.
Requesting your refund
Locate the email titled "Refund Protection Order Confirmation & Important Information." You'll receive this shortly after your Tixr order confirmation. This email contains your unique refund request link.
Click Request a Refund in the email to access Teak's refund request portal.
Complete the refund request by following the prompts to:
Select your order
Enter details about why you can't attend
Upload any required documentation (if applicable)
Review, sign, and submit your request
Important: You must submit your request within the time window stated in your policy. Requests submitted after your coverage period ends will be denied.
Finding your order protection email
If you don't see your Refund Protection Order Confirmation & Important Information email:
Search your inbox for "Refund Protection Order Confirmation"
Check your spam, junk, or promotions folders
Look for emails sent from [email protected]
If you still can’t find it, follow the steps in What to Do If You’ve Lost Your Order Protection Email.
Frequently asked questions
What reasons are covered under Order Protection?
Covered reasons vary by policy but typically include illness, injury, work conflicts, and travel disruptions. Review the full terms in your Order Protection confirmation email or policy documentation to confirm your situation qualifies.
How long do I have to submit a refund request?
The submission deadline is specified in your Order Protection policy. This window typically begins at the time of purchase and ends before or on the event date. Check your policy confirmation email for your specific coverage period.
What documentation do I need to submit?
Required documentation depends on your refund reason. Common examples include medical notes for illness, travel cancellation confirmations, or work schedule changes. The refund portal will specify what you need to upload based on the reason you select.
Can I request a refund if I bought tickets as a guest?
Yes. Order Protection is linked to your order, not your Tixr account. As long as you received the Refund Protection Order Confirmation email, you can submit a request using the link provided.
How long does it take to process my refund request?
Processing times vary based on the complexity of your request and documentation provided. Teak will review your submission and notify you of their decision via email. Check your policy terms for estimated response timeframes.
What happens if my refund request is denied?
If your request is denied, you'll receive an email from Teak explaining the reason. Common denial reasons include submitting after the coverage period, choosing a reason not covered by the policy, or incomplete documentation.
What if I never received the Order Protection confirmation email?
First, check your spam and promotions folders for emails from [email protected]. If you still can't find it, see What to Do If You've Lost Your Order Protection Email for steps to retrieve your refund request link.