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 personal reasons out of their control.
Booking Protect outline the circumstances covered on their website, however, typical situations include family crisis, event cancellation, public transport failure or adverse weather.
Please note that this does not affect you as an event organiser 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 direct them to the Booking Protect website or send them this link https://bookingprotect.com/refund/