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.
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
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 two main button links:
- Refund Program PDF
- Request a Refund
From this email, click the "Request a Refund" button 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 your 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) who are requesting information regarding their refund protection purchases. We will assist you in retrieving the information you'll need to submit your refund request through our partner, Protecht.
When requesting a refund, the Protecht system is telling me my 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 Race Roster transaction
- Email address (same as when registering)
- First & last name
Then, submit your refund request related question by email at help@protecht.com.
I declined purchase of the refund protection while registering, but I realize that I might need it after all. Can I purchase RRERPP after already completing my registration?
Yes, this can be accommodated if you reach out to us at support@raceroster.com within 2 weeks of registering for the event. Let us know the full details of which registration (participant, sub-event and event, with the confirmation number) you want to protect and we will assist in securing a post-registration purchase link.
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 72 hours of your purchase. Use the hyperlink in the fine print at the bottom of 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 overage 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 next 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 participant transfers, only the protection that each person pays for can apply. For example, if the first person purchases insurance under their own name, the new person 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 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 will suffice. What if there is a different price point between transfers? 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 in the transfer as well to get additional coverage. But they would be covered for both their original transaction and the transfer if they buy protection both times.
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