Rugged Maniac announced yesterday a change in their refund policy. The new policy allows participants to receive refunds for any reason if they are unable to attend an event they are registered. The email sent to past Rugged Maniac participants was applauded by many participants in the industry. This is an industry first for a large race organization of offer refunds with a no questions asked policy. Rugged Maniac is already one of the best values in obstacle course racing and yesterday it got even better.
The new refund policy applies only to tickets purchased through ruggedmaniac.com on 6/28/17 or later. It does not apply to Groupon or other third-party deals. Refund requests must be submitted before the day of the event.
Hey Margaret,
I'm giving you and everyone else who signs up for Rugged Maniac from this point forward a full refund if you can't make it to the event – for any reason whatsoever.
Wait. Really?
One of the biggest issues with buying a ticket in advance is that you might not be able to go when the date rolls around because you're sick, or you have to work, or you sprained your ankle… life happens and plans change. We get it – even if 99% of other companies don't (I'm looking at you: airlines, TicketMaster, and all other obstacle races).
So starting today we're changing the rules.* Go ahead and lock in that super-low early bird price a year in advance. If you buy a ticket and can't make it, you'll get a full refund, no questions asked!
Sincerely,
Rob Dickens
Co-Founder
Rugged Maniac
Reactions from the community were consistently positive as the email below was sent. Many called it a “game changer” and others said, “this changes everything.” Overall the community is happy about this new policy change. However, not all see this as a win. For many in the industry, especially the small local companies, the margins are razor thin for an event. This new policy could have a ripple effect in the industry and small companies might be pressured to adopt the same policy which could drastically hurt their business.
Rugged Maniac's policy changes a bold move in a young industry could mark the beginning of a change. Many voiced a hope that other large race organizations adopt such a practice. It is impossible to tell how other organizations will react but for now many are taking a serious look at Rugged Maniac for a future event.
“For many in the industry, especially the small local companies, the margins are razor thin for an event. This new policy could have a ripple effect in the industry and small companies might be pressured to adopt the same policy which could drastically hurt their business.”
I have yet to cancel, or ask for a refund or reschedule. I did bite the bullet on a Tough Mudder a few years back when i got a broken toe two weeks before and did not even think of looking into a refund, or reschedule. A coworker did work with Spartan and got his event moved due to an injury.
Now, as far as the smaller companies…my take on them is that even though they might mean well, sometimes their stuff can be ‘shady’ to begin with. I did one where it had a slip ‘n slide type tarp at the end. i could so imagine breaking a tailbone on that. there is not much oversight on those smaller events. Going on the refund policy, they could always just put in a disclaimer about no refund policy or reschedule for the next year. One just needs to read the fine print.
I have been trying for days to receive a refund for the tickets purchased and no refund has been given, they will not even return your phone calls
I’ve been trying to get a refund since April. I did everything that was asked and after all the dancing around I still don’t have my refund. Can anybody tell me what the hell the problem is or get me Rob Dickens’ email at RM? So either the letter to Margaret is PR BS or she got really lucky. If anyone can help I’d be grateful.
Vince, did you get your ticket via Groupon or another third party deal. As the article says it only works for entries you got through the website itself. Sorry, you have had such a hard time.
Did you follow the links as RM has on the site?
From RM website
“To receive a refund, you MUST submit your refund claim to our insurance company at https://tg-claims.ticketguardian.net/ BEFORE THE DAY OF THE EVENT. You will need to upload a copy of your Rugged Maniac confirmation email and provide the order confirmation number contained in that email. Although the form will ask why you can no longer attend, you can select any option and still qualify for a refund, and you definitely don’t have to provide any other proof or documentation!”
*Refunds are available only for tickets purchased through ruggedmaniac.com on 6/29/17 or later.
I requested a refund a month ago and am getting such a runaround. I have submitted my Rugged Maniac confirmation email and every time I follow up I am being asked for something different. I was told by Ticket Guardian I must send them electronic tickets so they can cancel, however my confirmation email from Rugged Maniac clearly states no tickets beyond the confirmation email will be provided. I then follow up with Rugged Maniac and they ask me for my Ticket Guardian policy number, which was never provided to me and I have no idea how to get. I have spent so much time trying to just get my money back for two tickets. I feel like they are making it so difficult so I will just let it go. So very disappointing
I sent an email requesting a refund as I absolutely cannot compete tomorrow. I haven’t heard back. I have a situation with an infection and cannot do this event. Help! I really want my $ back, but the rest of my family are attending.
HELP!!!
I too an trying to file a claim and am getting the runaround. I e-mailed Ticket Gaurdian with the policy number I was issued, the order number from the Rugged Maniac website, and a screen shot of my account showing I ordered 3 tickets. All I got was an auto email asking for more information. This process is very cumbersome and not user friendly at all. Very disappointed.
I too am having the same issue. They made a big deal about the new refund policy and because of it I ordered tickets for the next event 8 months out. Fast forward 8 months, and I now live in a DIFFERENT COUNTRY and cannot attend, but absolutely cannot complete the process for a refund because it keeps asking for the ticket guardian file number that I never received. Very disappointed with this bait and switch. It’s a ridiculous, cyclical process that will end with them not delivering on the promise that they made that led to my purchase.
I have been trying to get a refund of my entry fee. I have been trying to send an email to the aforementioned email address of ticketguardian and get a message of invalid email address. I need a valid/active email address to submit my registration info to receive my refund..