Secure My Booking

When the unexpected happens and you can't make your show, we've got you covered! We understand the disappointment of missing out on your favourite event, which is why we now offer ticket refund protection with Secure My Booking.

By adding this to your order, you can safeguard yourself against unforeseen circumstances to recoup 100% of the paid ticket price.

You can now add on ticket protection at point of purchase on most shows from £1.65 per ticket.

What’s covered?
If you add on Secure My Booking protection, your tickets will be covered for the following:

– Death/accident/illness to the ticket holder
– Illness from COVID-19, government-mandated self-isolation, local lockdowns
– Death of ticket holders immediate family
– Adverse weather
– Travel delays
– Burglary, flood or fire at your home

Plus much more.

What’s not covered?
There are some things that are not covered:
– Refunds for events cancelled by the theatre (The Arts Theatre will offer a full refund for your tickets in this circumstance)
– Fear of attending an event due to perceived risk of contracting COVID-19
– Refund of the protection itself
– Non-appearance of any ticket holder
– Lack of care, diligence, or prudent behaviour

Full details of your cover can be found online at Secure My Booking.

All tickets are sold subject to the theatre's standard terms and conditions. Protection fees sold are non-refundable.

Frequently Asked Questions

I have ordered my tickets already, can I add ticket insurance?
No, ticket protection must be purchased at the time of your original booking. 

Can I exchange my tickets to another performance, will I still be covered?
Yes you can, as long as you request to exchange your tickets in line with our general terms and conditions. If your new tickets are a greater value than your original booking, there will be a small cost to upgrade your insurance to cover the new value. Please speak directly to our Box Office team to do this. 

If I receive a refund for my tickets, is my ticket insurance fee refunded too?
No, in all refund cases your fee for Secure My Booking is non-refundable. Other administration and fee charges will be refunded if you are eligible.

I hold a membership – can I also purchase ticket protection?
Yes, you can. Membership benefits (such as priority booking, no exchange fees and ticket discounts) allow flexibility when booking but ticket protection covers you for ticket refunds. As long as it is covered by the policy terms, you will receive a full refund including fees. Membership & ticket protection can be used together to cover you for all eventualities!

Need to make a claim?
Claims are handled quickly and easily online. If you’re unable to attend your booked event, simply submit your refund request via www.ticket-refunds.com within 60 days of the event date. You’ll be asked to provide supporting documentation depending on the reason for your claim. 

The Arts Theatre Cambridge cannot process your refund claim, unless the show has been cancelled.

How do I contact Secure My Booking?
By phone: 0330 057 1803
Monday – Friday: 8am – 9pm
Saturday - Sunday: 9am - 5pm
(excluding public holidays)

Alternatively, visit Secure My Booking to view their help pages.