This FAQ is for the forthcoming Refund Guarantee program launching mid-January 2026.
What Is Refund Guarantee?
Refund Guarantee is a new UltraSignup feature powered by Spot. Refund Guarantee gives participants the option to cancel their race registration for any reason—reducing cancellation/refund management and increasing retained revenue for Race Directors.
Key Benefits for Race Directors
✔ No Cost, No Overhead
You pay nothing. Customers opt-in and directly pay for coverage. Spot handles all support and refund payouts, while you retain the full booking value.
✔ Double Revenue Opportunity
If a canceled booking is rebooked, you’ll earn revenue twice for the same entry slot.
✔ Protects Race Director Revenue
Say goodbye to “exception” refunds that tax your bottom line. Refund Guarantee makes it easier to stand by your stated cancellation policy.
✔ Cancellation Policy Support
While not required, Refund Guarantee also makes it easier to shift to a more-strict cancellation policy, further reducing or eliminating revenue loss from refunds and management efforts—while knowing customers have access to flexibility if they want it.
FAQs
Q: What does Refund Guarantee cover?
Customers can cancel for any reason up to 24 hours before their booking and receive 80% of their registration costs back (product cost, taxes, and fees).
Q: Is there any accounting effort on my part?
No. The transfer of coverage premium is handled by Spot and UltraSignup.
Q: When can customers request a refund?
Typically ****any time between purchasing their race entry and 24 hours before the event date. However cancellation deadlines may vary and customers should review their confirmation email for specific details.
Q: Who handles the refund process?
Spot manages all refund requests, support, eligibility checks, and payouts, while you retain the full original registration value, and do not contribute at all to the refund.
Q: Can Refund Guarantee be purchased for Virtual Events?
No, virtual events are not eligible for Refund Guarantee coverage.
Q: What happens if the canceled race entry is rebooked?
The Race Director receives payment for both the original and the rebooked registration—doubling revenue.
Q: Can Refund Guarantee be added to existing registrations?
No. It is only offered when registering for an event.
Q: Is there a coverage limit?
Yes. Refund Guarantee is not available for bookings over $5,000.
Q: How will I know if a booking is covered?
Look for “Refund Guarantee” in the customer's receipt—this indicates the customer purchased coverage.
Q: What if I issue a refund directly?
If you issue a refund to the customer, the Refund Guarantee coverage is void and the customer will no longer be able to request a refund from Spot.
Q: What happens if the event date changes?
If an Race Director updates the dates of an event, the new dates are automatically sent to Spot and applied to the refund guarantee coverage for all participants who purchased it. The only exception is participants who had already requested a refund for that event through Spot before the date change.
Q: What happens if a participant who purchased Refund Guarantee transfers their registration to another athlete?
Refund Guarantee coverage is not transferrable. If they choose to transfer their registration, the coverage will be voided.
Q: How does Refund Guarantee work with lotteries?
When customers register for a lottery, they can choose whether to add Refund Guarantee at that time. If they are selected for the lottery, their coverage will begin as soon as their payment is successfully processed.
Q: How does Refund Guarantee work with waitlists?
When customers register for a waitlist, they can choose to add Refund Guarantee at that time. If they are later invited to participate and accept, their coverage will begin automatically once their payment is successfully processed.
Q: What happens if a participant who purchased Refund Guarantee upgrades or downgrades their registration (i.e. changes their race distance)?
If a customer downgrades, their Refund Guarantee coverage remains active; however, they are not eligible for a partial refund if the registration cost decreases.
If a customer upgrades, their Refund Guarantee coverage also remains active, and they can continue to use the benefit up until their cancellation deadline.
Q: How do I remove Refund Guarantee from my event?
If you need to remove Refund Guarantee from your event, you can toggle the setting in your Event Edit page. Remember that Refund Guarantee cannot be offered to participants after they register, so only participants who register while it is offered can take advantage of the benefits.
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