Ludus Protect

if a patron opts to upgrade to a refundable purchase at checkout, their order will be protected if this patron requires a refund for one of the protected reasons, fulfillment of this refund protection will be 100% through ludus rather than a 3rd party provider ludus will handle all applications and communication directly! note ludus protect is only available through the patron checkout process and cannot be added after the order has been completed what does it cover? ludus provides refunds if you cannot attend your event due to any of the reasons below, and have provided the necessary evidence requested below • illness / injury (not including covid 19) • pre existing medical condition • death of immediate family • pregnancy complications • public transport failure • flight disruption • mechanical breakdown • adverse weather • home emergency • jury service • court summons • armed forces & emergency services recall if your event is canceled or postponed by the organizer, the organizer is responsible for refunds ludus's customer support team will be able to assist you in finding the correct person to reach out to, but ludus is prohibited from issuing the refund we may consider other emergency circumstances at our discretion general conditions of refund any reason for a refund must not have been foreseeable at the time you made the booking for the event we do not refund if you made your booking by mistake, or if it is no longer wanted or needed if the event is canceled or postponed to a date you cannot attend, please contact the venue, or event organizer directly you must make all arrangements to attend the event, including arranging any necessary travel or documents and allowing suitable travel time you will be asked to provide supporting evidence at your own expense your refund will be made to the same method used to purchase tickets the maximum refund value will not exceed $200 usd or local currency equivalent claims must be submitted no later than 14 days following the occurrence of the event covid 19 due to the uncertainty of covid 19, ludus does not provide refunds for missing a show with covid 19 note for a full list of what is covered and what is not, please see our terms and conditions what does ludus protect cost? if a patron elects to purchase ludus protect for their order, the cost is passed on to them the fee for ludus protect is 10% of the cost of the order you and your group will cover none of the cost or the refund if initiated for a $10 00 ticket, the cost of ludus protect would be $1 00 if you are absorbing fees $1 13 if you are passing the fees on to the patron ($10 ticket + 5% +$0 75 ludus fees) note the fee for ludus protect has a cap at $20 00 total per order payouts for ludus protect are also capped at $200 00 per order request a refund to apply for a refund, click the link in your confirmation email if you do not have your confirmation email, please contact our support team, and they will be able to assist navigate to the confirmation email in your inbox and scroll down to the bottom where it says "refundable purchase" from here, you will select the here link (seen below) once selected, you will be brought through the process of filing your claim for refund protection to start, you will select the ticket(s) needing to be refunded and click continue next, you will fill out your information as well as select the reason you are requesting a refund note please provide as much supporting evidence as possible while filling out this information and selecting the reason for the refund finally, you will submit the application and be brought to the confirmation page additionally, you will receive an email confirmation of the refund application from this email, you can view the status of the application more about ludus protect can be found here note follow up on refund claims will occur within 7 days of the application if you have any questions regarding your claim, you are welcome to reach out to us via email can a refund be requested for fewer tickets than were ordered initially? yes! suppose one person in a party has a situation that falls under ludus protect in that case, they can request a refund for that person or multiple people, depending on the number of individuals who need to be refunded this will not refund and release all of the tickets, only the amount requested how do i know if the patron has been refunded? if you have the patron's order details, you can search the order/information for the claim on your account to search go to your ludus account type in the reference number or name of the patron in the search bar/magnifying glass select the order scroll down to the tickets, and there will be a shield next to the tickets with information on the refund/if it went through note the patron will receive an approval or rejection email once the team goes through their claim/submission if the patron has any questions, they can reach the team by directly responding to their approval or rejection email note follow up on refund claims will occur within 7 days of the application if you have any questions regarding your claim, you are welcome to reach out to us via email