Help protect your booking if the unexpected happens
We offer optional ticket refund protection at the time of booking, so if something serious and unexpected stops you attending, you may be able to apply for a refund under the terms of the protection you purchased.
Important: Blackburn Empire Theatre is moving from Booking Protect to Ticketsolve Protect. For bookings made from 3 April 2026 onwards, protection will generally be Ticketsolve Protect. For many bookings made before that date, protection may be Booking Protect. Please check your order confirmation carefully to see which product you purchased and follow the correct guidance below.
Your order confirmation should show the protection product purchased. Look for wording such as Booking Protect, Refund Protect or Ticketsolve Protect.
Ticketsolve Protect
Ticketsolve Protect is an optional add-on that can be chosen during the original ticket purchase. If selected, it allows customers to apply for a refund if something unexpected stops them attending the event.
Protected reasons can include:
- Illness or injury
- Pre-existing medical conditions that worsen
- Theft of documents
- Public transport failure
- Home emergency
- Adverse weather
- And many more circumstances listed in the full terms
Examples of what is not included:
- Change of mind
- Booking error, such as choosing the wrong date
- Event cancellation
Ticketsolve Protect must be chosen during the original purchase and cannot be added afterwards. It applies to all tickets in the order, including booking charges and the protection fee, but it does not apply to products bought as part of the order.
Refund requests can be made before the event and up to 60 days after the event date. It is also possible to apply for a refund for part of a booking, so the remaining tickets can still stay valid where appropriate.
How to apply for a refund
If you purchased Ticketsolve Protect and cannot attend for a protected reason, you should use the refund link in your confirmation email.
If needed, you can also use the secure refund form below. Your booking reference is your order number.
Refund requests for Ticketsolve Protect are handled directly through the secure Refund Protect portal.
Important things to know
- You must choose protection during the original booking.
- It cannot be added retrospectively.
- It covers all tickets in the order rather than selected tickets only.
- It does not apply to products purchased alongside tickets.
- It is not applicable where an event is cancelled, as event cancellations are handled separately under the venue’s normal terms.
For most customers, the easiest route is simply to follow the protection details included in the booking confirmation email and use the relevant refund link there.
Check your order carefully
During this changeover period, it is important not to assume which protection product applies to your booking.
- If your confirmation refers to Ticketsolve Protect or Refund Protect, use the Ticketsolve Protect section above.
- If your confirmation refers to Booking Protect, use the Booking Protect section below.
Booking Protect – older bookings
If your order confirmation shows Booking Protect, your booking is covered by the older protection scheme rather than Ticketsolve Protect.
Booking Protect was offered at the time of booking for eligible orders and has its own separate refund process and terms. If you purchased Booking Protect, you should continue to use the Booking Protect refund route rather than the Ticketsolve Protect refund form.
Please use the details on your order and the links below if your booking shows Booking Protect.
Booking Protect links
If your order says Booking Protect, please follow that scheme’s own claim route and terms rather than the newer Ticketsolve Protect guidance.