Booking protect is an insurance offered to your ticket buyers during check-out. This means that customers will receive the full face value of the ticket price should attendance to your event no longer be viable due to reasons out of their control.
Booking Protect outline the circumstances that it covers on their website although typical situations include family crisis, event cancellation, public transport failure or adverse weather.
Please note that this does not affect you as an event organizer and you will not be required to deal with a Booking Protect refund claim.
If a ticket buyer asks you how to claim a refund, simply ask direct them to the Booking Protect website or send them this link https://bookingprotect.com/refund/