What is Order Protection?
Order Protection is an optional add-on that provides coverage for certain unforeseen circumstances that may prevent you from attending an event. This protection must be added at the time of purchase and cannot be added to existing orders.
Important: Order Protection does not cover ticket exchanges, upgrades, or situations involving event changes, postponements, or cancellations. It is designed specifically for personal circumstances that prevent you from attending.
Order Protection is powered by Teak, a third-party partner. While you purchase it through Tixr, all claims and refund requests related to Order Protection are managed directly by Teak.
Canceling your Order Protection
You can cancel Order Protection within 14 days of purchase, as long as the event has not yet taken place. After 14 days or after the event date, Order Protection becomes non-refundable.
Locate the email from Teak with the subject line "Refund Protection Order Confirmation & Important Information"
Open the email and click Remove Refund Protection
Select your order from the list of eligible purchases
Choose a cancellation reason from the available options
Submit your cancellation request
Your refund will be processed by Teak and will only include the Order Protection fee. Your event tickets are not affected by this cancellation.
Understanding Order Protection restrictions
Cancellation deadline: You must submit your cancellation request within 14 days of your original purchase date. Requests submitted after this window will not be processed.
Event date limitation: You cannot cancel Order Protection after the event has taken place, even if you did not attend. Submit your cancellation before the event date to ensure eligibility.
Refund scope: Canceling Order Protection only refunds the protection fee itself. Your event tickets remain valid and are not refunded through this process.
Working with Teak for claims and support
Order Protection is administered by Teak, an independent third-party provider. Tixr does not have access to Teak's systems and cannot provide updates on claims, cancellations, or refund status.
For assistance with Order Protection:
Contact Teak directly at [email protected]
Have your order confirmation information ready
Teak may require documentation to support refund claims
All questions about coverage, claims processing, and refund timelines should be directed to Teak's support team.
Frequently Asked Questions
Can I add Order Protection to my tickets after I've already purchased them? No. Order Protection must be selected and purchased at the same time as your tickets. It cannot be added to existing orders.
What happens if I cancel Order Protection after the 14-day window? Order Protection becomes non-refundable after 14 days from your purchase date. You will not receive a refund for the protection fee if you attempt to cancel after this period.
Can I cancel Order Protection the day of the event if I haven't used it yet? No. You cannot cancel Order Protection once the event date has passed, regardless of whether you attended or filed a claim. The cancellation must be completed before the event takes place.
Will canceling Order Protection also cancel my event tickets? No. Canceling Order Protection only removes the protection coverage and refunds that specific fee. Your event tickets remain active and valid for entry.
What does Order Protection actually cover? Order Protection covers certain unforeseen circumstances that prevent you from attending an event. It does not cover ticket exchanges, upgrades, or situations caused by event changes, postponements, or cancellations. Contact Teak directly at [email protected] for specific coverage details.
How long does it take to receive my refund after canceling Order Protection? Refund processing times are managed by Teak. Contact them at [email protected] for information about your specific refund status.
I didn't receive the Order Protection confirmation email. How can I cancel? Check your spam or junk folders for an email from Teak with the subject "Refund Protection Order Confirmation & Important Information." If you still cannot locate it, contact Teak at [email protected] for assistance with canceling your protection.
Can Tixr help me with my Order Protection claim or cancellation? Tixr cannot access Teak's systems or provide updates on Order Protection matters. All questions, claims, and cancellation requests must be handled directly with Teak at [email protected].