FREQUENTLY ASKED QUESTIONS
We know that there are occasionally questions about the protection products from our partners and your customers so, here are a few answers to some of the most commonly asked questions:
Q. I want to check what I am covered for?
A. You can review the terms and conditions and check under what circumstances you can apply for a refund here.
Q. Why doesn’t my refund cover the amount I paid for protection?
A. We collect a fee to be able to manage your refunds and provide excellent customer service when your customers make a refund application.
Q. How long do I have to submit my refund application?
A. We allow up to 60 days for customers to be able to file their application. This means that if there is an incident you have time to get everything in place before making your application.
Q. How do I submit my refund application?
A. When you need to make a refund application you can head straight to our website, and follow the below steps:
Step 1.
Answer the initial questions to make sure the application is valid
Step 2.
Fill in all the required fields on the form and upload any required supporting documentation.
Step 3.
Click Submit!
Q. What if the booking platform cancels my reservation? Can I apply for a refund through Secure My Reservation?
A. We don’t cover reservations that are cancelled or abandoned by the car park/venue/organiser themselves or the booking organisation. You will need to contact the booking platform / organisation’s to discuss the cancellation and review their terms of sale.
Q. Is there a deductible or excess charged in the event of a claim?
A. No. There is no deductible or excess payable by customers when they make a claim under our protection products.
Q. Up to what point can I purchase the refund protection product?
Customers need to purchase refund protection at the point of sale. Refund protection cannot be added after the reservation has been confirmed.
Q. My confirmation shows refund protection and I don’t want this?
If you have a query regarding refund protection (Secure My Reservation) on your order which you believe was added in error you must contact the platform from where you arranged your booking.
We have no access to your booking and the protection wasn't sold by us.
Q. I want an update on the status of my claim?
Securemyreservation.com can help you with general advice regarding our refund protection product, however, we can not give advice on if your refund will be accepted or the status of your refund.
If you submitted a claim to us please check your email for the last status update. Make sure to check in junk/spam as emails can sometimes mistakenly get reditected here!
Q. My question isn’t answered here?
If you cannot find the answer to your question above please feel free to reach out to us at:
© 2026 Secure My Reservation
JMM Europe (EEA) Limited, trading as ‘Secure My Reservation’ is a private limited company registered in Ireland with Company Number 595307. Registered Office: Harcourt Centre, Block 4, Harcourt Road, Dublin, D02 HW77.