Did you purchase enhanced refund protection for your tickets? Here is how you can request your conditional refund.
Within an hour after purchasing your tickets and refund protection you will receive an email from Protecht about your refund program information. That email title is: Important: Your Refund Program Information.
Search your email inbox for "Important: Your Refund Program Information" to locate that email. In that email you will find a button to view the program terms, and a second button to request your refund. If you are covered by the program terms, just follow the link to request your refund.