Flexible Fare (Purchase Protection)
Flexible Fare is a purchase protection option that lets buyers add refund insurance to their order at checkout for a small surcharge. As an organizer, you enable it event by event, configure the surcharge percentage and the refund window, and can save that configuration as the default for your upcoming events. When a buyer opts in, you get full visibility of their insured purchase in the Ticket Office and in your reports.
This is not the public refund policy. Footer legal texts (terms and conditions, refund policy, privacy) are edited in Website → General Settings → Terms & Policies, at the bottom. See General site settings.
What Flexible Fare does
- For buyers — they pay a small percentage on top of their ticket price and receive refund protection up to a defined deadline. If they need to cancel before that date, they can request a refund.
- For organizers — you offer a professional, built-in protection option without managing it manually. Insured purchases are clearly flagged in the dashboard so your team can handle refund requests with confidence.
Configuring Flexible Fare
Flexible Fare is configured per event: each event stores its own configuration. You can also save your values as your brand's default so your upcoming events come pre-filled.
When creating an event
In the creation wizard, inside Event information, you will find the Flexible fare card within the advanced configuration. If you already saved a default configuration, the values arrive pre-filled.
On an existing event
- Open the event and go to Edit → Checkout configuration.
- Turn on the Flexible fare switch and adjust the options.
- Save the event changes.
| Option | Description |
|---|---|
| Flexible fare (switch) | Enables the protection option at checkout for that event. |
| Surcharge | The percentage added to the ticket subtotal when a buyer opts in. Must be between 5% and 25% (10% by default). |
| Refundable until (hours before the event) | The protection window: up to how many hours before the event starts the buyer can request a refund. Defaults to 48 hours. |
| Conditions shown to buyers (optional) | Your own text with the protection conditions, replacing the standard message at checkout (up to 1000 characters). |
Save as default
Inside the Flexible fare card you will find the Save as default button. It stores the current configuration as your brand preset: new events come pre-filled with those values. Changing the preset never touches already-created events — each event keeps the configuration it was saved with.
Availability: Flexible Fare is not available for brands that collect payments through Fanz's collection account.
How buyers see it at checkout
When Flexible Fare is active on the event, buyers see a step at checkout with two options: No thanks (tickets remain non-refundable) and Add flexible fare, marked as recommended and showing the exact surcharge amount calculated on their order. The option never arrives pre-selected: the buyer always chooses.
Next to the option, buyers see the conditions — your custom text if you configured one, or the standard message stating how many hours before the event they can request a refund and that the surcharge is non-refundable.
Identifying insured purchases in the Ticket Office
Once a buyer opts in, their purchase is flagged throughout the Sell section of the dashboard.
Transaction card (sales list)
In the Sell section, each transaction card for an insured purchase displays an Insured purchase badge. This lets your team identify protected orders at a glance without opening the detail view.
Purchase detail view
Opening a transaction shows the full protection details:
- Insured purchase indicator
- The flexible fare fee amount charged for the protection
- The refundable-until deadline — the date and time until which the buyer can request a refund under the Flexible Fare policy
Use the refundable-until date when evaluating refund requests to confirm whether a buyer is still within their protection window.
Flexible Fare fields in reports and exports
Purchase list queries and single-purchase exports include the following Flexible Fare fields, visible in the Reports section and in exported files:
| Field | What it shows |
|---|---|
isFlexibleFare | Whether the purchase includes Flexible Fare protection (true / false) |
flexibleFareFee | The fee amount the buyer paid for protection |
flexibleFareRefundableUntilUTC | The deadline (in UTC) until which the buyer can request a refund |
They appear on the purchase detail (not as extra columns on Reports → Purchases) and in the XLS / CSV export, so you can identify insured purchases without opening every order.