Tixly, an event ticketing software provider for performing arts venues and cultural organisations, has announced a partnership with Protect Group, the company behind Refund Protect. Tixly has white-labelled Refund Protect as "Order protection" and embedded it directly in its checkout.
How Order protection works
Ticket buyers can upgrade their order to a refundable booking at the point of purchase, subject to the terms. The clearly priced option sits within the existing Tixly buying journey, with no redesign or separate technical setup required by venues. If unexpected circumstances prevent attendance, buyers apply for a refund directly through Protect Group, which manages applications, customer support and payouts so box office teams are not involved.
The terms cover more than 18 reasons, including illness, injury and travel disruption, subject to supporting evidence.
What venues gain
Venues keep their original ticket revenue and earn a share of every Order protection fee, creating an additional revenue stream through a fully managed service.
What the partners say
Hrefna Sif Jonsdottir, Managing Director of Tixly, says cultural venues want to improve the audience experience and revenue "without creating more work for their teams," and that Order protection "sits naturally within the Tixly booking journey."
Hayley Fowler-Rimell, Director of Strategic Sales and Platform Growth at Protect Group, says Tixly "understands the unique commercial and operational needs of theatres, concert halls and cultural venues," and highlights the combination of Tixly's platform with Protect Group's expertise in protection, Smart Pricing and checkout optimisation.
About the companies
Founded in Iceland in 2014, Tixly serves venues across Europe, North America and Australia, with more than 22 million tickets sold through its ecosystem each year. Protect Group, founded in Leeds in 2016, provides refund protection and ancillary solutions through an AI-driven platform and offered protection on more than $7 billion in bookings in 2025.
Why it matters
The deal shows refund protection extending into cultural ticketing as a white-label, revenue-sharing feature.
Originally published by Protect Group: Tixly Names Protect Group a Preferred Partner and Launches Order Protection
