Refund Guarantee, powered by Spot, allows your attendees to purchase optional coverage for their tickets. If they need to cancel for any reason, they can receive 80% of their ticket price back—no questions asked.
Key Benefits:
- Your attendees get peace of mind with flexible cancellation options
- You never pay for the coverage—attendees pay a small fee at checkout
- Canceled tickets automatically become available for resale
- Refunds are handled entirely by Spot
Important: Currently only available for US-based organizations.
Enabling Refund Guarantee
Refund Guarantee is configured at two levels:
Organization Level (Brushfire Staff Only)
Your Brushfire dashboard automatically enables Refund Guarantee at the client level for US-based organizations with eligible payment profiles.
Event Level
When enabled for your organization, you can turn Refund Guarantee on or off for individual events at your choosing:
- Go to your Main Details tab
- Scroll towards the bottom to Changes and Cancellations
- Choose "Offer Spot Refund Guarantee at checkout to attendees."
- Save your changes
Note: When copying an event, the Refund Guarantee setting will copy from the source event.
What Attendees See
During Checkout
When Refund Guarantee is available, attendees will see a Spot widget on the checkout page that displays:
- Coverage details and pricing
- Terms and conditions
- Option to accept or decline coverage
Attendees must select either "Protect my purchase" or "No, thanks" before they can complete checkout. When they select Yes, a new line item appears in the order summary and you can see what is covered by Spot specifically in the Cart.
Coverage Details
- Refund Amount: 80% of ticket price
- Deadline: Can cancel up to 24 hours before the event
- Cost: Small percentage-based fee added to the ticket price
- What's Covered: Ticket prices and applicable fees
- What's NOT Covered: Donations
After Purchase
Attendees with coverage will receive:
- An email from Spot with their coverage details
- Spot badges on their tickets in confirmation emails
- Access to the Spot portal to manage their coverage
Requesting a Refund
Attendees can request refunds directly through the Spot portal by:
- Clicking the link in their Spot confirmation email
- Enter the email they used to purchase their tickets
- Selecting which attendees to cancel
- Choosing their payout method (PayPal or Venmo)
Refunds are typically processed within 10 minutes.
Important Notes
- Payment Methods: When attendees select Refund Guarantee, invoice and gift card payment options are disabled to ensure automatic fee collection
- Refund Methods: Spot processes refunds via PayPal or Venmo only
- Automatic Cancellation: When an attendee requests a refund through Spot, their tickets are automatically canceled in Brushfire
- Ticket Availability: Canceled tickets immediately become available for resale if your event has capacity limits
Questions?
For more information about Refund Guarantee or to enable it for your organization, please reach out to our support team.