Refund Protection

Refund protection is a product which sits alongside your current refund and exchange policies. Partnering with Secure My Reservation allows you to offer customers a clear refund policy, giving them peace of mind when making their reservation.

Our program reimburses customers the full cost of their reservation (including all VAT and booking fees) if they cannot make their reservation for any of the covered reasons including, illness, travel delays, severe weather, and much more.

Refund protection allows you to offer your customers an additional layer of excellence in customer service, as well as create an income revenue stream for your business to use as you please.

WHAT IS REFUND PROTECTION?

WHY OFFER REFUND PROTECTION?

• Offering refund protection creates an additional revenue stream for your business, with strong margins and full control over your pricing, allowing you to maximise both customer uptake and profitability.

• Encourages early bookings. Having refund protection provides customers with the reassurance of planning ahead while also ensuring coverage in case they can’t make it.

• Our team acts as an extension to your own team, working 7 days a week to provide fast and efficient customer service and refunds.

• We are coverholders with binding authority at Lloyds and all of our products are underwritten at Lloyds with an AM Best rating of A+ and a long-term issuer credit rating of AA-.

• We have offices in Dublin, London and Estepona, so we can provide coverage to customers based in the EU, UK and beyond.

• Allows you to offer a clear refund policy.

• We charge no additional fees for our services.

WHAT DO WE COVER?

Operational Pressure

• Managing refunds takes time, staff, and resources

• Complex cases drain your team’s focus

Lost Revenue Opportunities

• Customers delay booking due to uncertainty

• Missed chance to monetise protection as an add-on

Customer Frustration

• Refund disputes damage customer relationships

• Negative experiences reduce repeat bookings

WHAT ARE THE BENEFITS OF OFFERING REFUND PROTECTION?

We provide the most comprehensive coverage available that will benefit your customers and encourage early booking behaviour. We cover the following:

• Accident/illness to the customer incl. COVID & Hantavirus

• Death of the customer, or the customer’s immediate family

• Severe weather

• Private vehicle breakdown

• Member of the Armed Forces called to duty

• Jury summons

• Pregnancy

• Burglary, flood, or fire at home

• Strikes, riots, civil commotion, martial law, terrorism, volcanic ash event

WHAT IS PAID?

Full Value of Reservation

Booking / Management Fees

Any Applicable Taxes

WHO DO WE WORK WITH?

We work with lesiure, travel and hospitality companies of all sizes all over the world that want to enhance their customer experience and add an additional revenue stream for their own business.

WHY PARTNER WITH US?

Secure My Reservation, is part of the secure group. Alongside our sister companies, Secure My Booking and Secure Refunds, we are leading providers of refund protection products to partners globally. Our experienced team at Secure My Reservation brings together skilled professionals from the insurance, travel and leisure industries to create a fantastic opportunity for you to earn additional revenue and extend your customer service experience.

We have been operating in the leisure and travel sector for over 30 years, and we know every partner is different. We collaborate closely with our partners to create refund programs that aligns with business goals, meets customer expectations, and integrates seamlessly into existing sales processes.

Key Advantages of working with Secure My Reservation:

• There is no contract! We don’t hold any of our partners to a contract and have never had one leave us.

• 30+ years of experience with refund protection programmes.

• We have the most comprehensive cover available in the industry, we were the first to offer cover for COVID in 2020, and as of May 2026 we were the first to offer cover for Hantavirus.

• We work with over 300 partners globally, mainly across UK, Europe and North America.

• All refund applications are handled by our sister company Secure Refunds. They have a multilingual customer service team which operates extended hours 7 days a week.

• 92% of refund applications are paid on the day submitted, or within 48 hours.

• You’ll be supported by a team of 20+ customer service professionals with a strong proven track record of customer satisfaction, that is evidenced by our Trustpilot and Google rating of 4.8 with over 9,000 reviews.

• Our clients are our partners - we work towards mutual success for your customers and business.

Interested in offering refund protection to your customers? Get in touch: