What It Is
If you add Ticket Refund Guarantee at checkout, you may receive a 100% refund when you cannot attend for covered reasons.
This is not event cancellation cover. Event cancellation relates to the organiser cancelling the event and may depend on organiser insurance.
Cost & Scope
The guarantee cost is 10% of ticket value, added as a separate basket line item.
Refund claims are not available if guarantee was not selected at purchase.
Claims are administered by SureStart Online Financial Services FSP 47233.
Need Support
Submit completed claim form and supporting documents to ticketrefunds@surestart.co.za.
SureStart support: 087 550 6726.
Download form: Refund Request Form .
Incapacity due to death, accidental bodily injury, or illness that starts after booking and before the event.
Required documents: Accident report, hospital or clinical report, doctor’s note, dated self-medication receipt, or death certificate.
Adverse weather conditions that make attendance physically impossible but do not cancel, abandon, postpone, curtail, or relocate the event.
Adverse weather in this category means extreme, dangerous, or life-threatening conditions.
Required documents: Time-stamped photographic proof of weather impact preventing attendance, or official South African Weather Service alert level 5 to 10 notice.
Travel delay caused by flight delay/cancellation, theft of vehicle, or mechanical failure/accidental damage of transport used to attend or collect tickets.
Required documents: Mechanic report, repair invoice, accident report, police report, airline confirmation, or timestamped evidence of e-hailing unavailability.
Unavoidable requirement to remain at home or place of business due to serious damage (for example fire, flood, lightning, theft, or similar incidents).
Required documents: Time-stamped photographic evidence of serious damage.
Court summons or witness summons received after the booking date.
Required documents: Official summons letter.
Unexpected employer requirement outside normal duties, or an unexpected business relocation, resulting in inability to attend.
Required documents: Employer letter on company letterhead confirming the unexpected requirement or relocation.
Unexpected call-in as a First Responder for a major accident or emergency.
Required documents: Confirmation letter on company or organization letterhead.
Unexpected retrenchment after ticket purchase, where employment was uninterrupted for at least two years.
Required documents: Employer letter on company letterhead confirming retrenchment and employment duration.
Event postponement after booking where attendance is prevented by a pre-existing commitment made before postponement was announced.
Required documents: Proof of postponement plus dated evidence of the pre-existing commitment/invite.
Education examination date changes for a registered institution, where new exam dates conflict with event date (up to seven days after the event).
Required documents: Educational institution letterhead confirming examination date change.
Theft of physical ticket where the booking agent cannot provide a replacement.
Required documents: Police affidavit and case number, plus booking agent email confirming replacement is unavailable.
Claims are excluded for any infectious or communicable virus, declared/classified epidemic or pandemic, and any mutation or variation of such conditions.
Can I sell my ticket and still request a refund?
No. Once a refund is logged against a ticket, that ticket becomes unusable at the event to prevent fraud.
Does EasyReg process the refund directly?
No. EasyReg offers this option, but claims are administered by SureStart.
Terms also apply under EasyReg Terms & Conditions.
You're still in the right place, just with a cleaner, faster, and more intuitive look designed to make your registration journey even smoother.
Please note
You can view your current registrations in the Dashboard. Individual athlete profiles are now managed via Profiles tab. Add your athlete profile to streamline your entry process for the next event.