If you are about to register for an event and considering whether the Race Roster Enhanced Refund Protection Program is right for you, or if you have already made your purchase and are wondering where to go from here, please read these FAQs.
What is the Race Roster Enhanced Refund Protection Program?
The RRERPP is Race Roster's promise to participants to protect their registration purchase in the case that they cannot attend the event due to unforeseen circumstances. Purchasers of the refund protection program will be refunded the registration cost of an otherwise non-refundable, unused registration, less the cost of the RRERPP fee.
How can I purchase the RRERPP?
If the event you are registering for is offering participants the option to purchase RRERPP, this item will appear as an additional step during the online registration process, as in the screenshot below. You will have to select to either purchase or decline the Refund Protection before you are able to proceed. For ease of flow, the purchase option "Yes, I'll protect my experience" is pre-selected. The choice is always yours to purchase or decline.
What is covered by the RRERPP?
The RRERPP applies to many of the perils that can stop an individual from attending an event. Accidents and injury, severe weather, family emergencies, and the common cold, the RRERPP has you covered. Standard refund protection requires documentation when a refund is requested. However, Race Roster and our partner Protecht makes the refund request process as simple as possible. Users can quickly request a refund and conveniently upload their documentation.
The RRERPP covers but is not limited to:
- Injury & illness
- COVID-19
- Severe weather
- Layoffs/terminations
- Mechanical breakdowns
If you have more questions about what is covered, please visit Protecht's article What is protected under Refund Protection?
I'm no longer able to attend the event for one of the reasons covered. How can I request a refund?
When you purchase the refund protection alongside your registration, you receive a confirmation email sent from Race Roster and Protecht containing various useful links.
From this email, click the "Request a Refund" link and follow the prompts. A sample email follows.
What should I do if I can't locate the details on my RRERPP?
If you are missing RRERPP details, you can reach out to us at support@raceroster.com with the name of the event you registered for, and the name of the individual(s) for whom are requesting information regarding their refund protection purchases. We will assist you in retrieving the information you'll need to submit the refund request through our partner, Protecht.
When requesting a refund, the Protecht system tells me the details are invalid. How should I proceed?
First locate the following details related to your RRERPP:
- Registration receipt or ID
- Refund Protection Program ID, if found on the Race Roster transaction email
- Email address (same as when registering)
- First & last name
Then, submit your refund protection question or request by email at help@requestmyrefund.com.
I purchased the refund protection but I don't need it anymore, as I feel certain that I will attend the event. Can I get a refund for the program fee I paid?
Yes, this can be accommodated within 14 days of your purchase. Use the "Remove Refund Protection and Receive a {{protection_amount}} Refund" link within your Protecht confirmation email to initiate a cancellation of your refund protection purchase. You will remain registered for the event, but by requesting your program fee back you will lose the RRERPP benefits.
I am a deferral participant from a previous year's event and now my RRERPP coverage amount doesn't reflect my original purchase total. What can I do?
Unfortunately, the RRERPP must be re-purchased if deferring a registration to the following year. The original coverage purchased will only cover the original registration. Unless an event has been entirely postponed to the following year, individual participant deferrals will not carry over any refund protection.
I am transferring my registration to another distance/person. Will my coverage carry over to the new registration?
For bib/participant transfers, only the protection that each person pays for can apply. For example, if the exiting participant purchases refund protection under their own name, the incoming participant will not be able to request a refund since the protection was not purchased under their name. A new refund protection purchase must be completed during the new, non-$0 registration to cover the new participant.
For distance/sub-event transfers, if there is no change to the pricing (between races) the coverage will continue to the new event. If the participant needs to request a refund they will be asked to provide proof of the date change---an email from Race Roster or the event organizer will suffice. What if there is a different pricing for the two sub-events? The protection doesn’t carry over because it’s calculated on cart total. So if there is a price difference, the participant would have to pay for the protection during the transfer as well to get additional coverage. By buying protection both times., the participant would be covered for both the original transaction and the transfer.
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