Cancellation Terms

Cancellation terms say what a buyer gets back when they cancel a paid order. They are also your refund policy: buyers see them on the event page and at checkout before they pay, and the terms shown at the time of purchase are recorded on the order. Every event with paid tickets needs terms before it can go on sale.

What you can do here

• Start from a preset — Full refund, Flexible, Moderate, Strict or No refunds, then adjust it.
• Set standard terms — a full refund, a cancellation charge (a percentage of the order of at most 50%, or a fixed amount), or no refund.
• Add steps by date — for example no refund within 2 days of the event and 50% within 14 days. The tightest step that matches applies.
• Add notes for buyers — shown beside the terms on the event page, for example how to ask for a refund.

Settings explained

• Where to set them — in the event wizard when you create the event, or later under Details & dates.
• Cancelable — on: attendees can cancel or ask for a refund. Off: the event cannot be cancelled. Buyers can neither cancel nor ask for a refund, and the event page and checkout show no cancellation terms. You can still refund any order yourself.
• Refundable — decides whether a self-service cancellation refunds the money automatically or waits for you. Attendees can always ask for a refund while the terms return something; you decide those requests by hand.

Good to know

• Changing the terms later does not change orders already sold: each order keeps the terms shown when it was bought.
• Self-service cancellations, approved refund requests and the refund suggested when you cancel tickets from an order all use the same terms, so a buyer gets the same figure whichever way they ask.
• If you cancel the whole event, every paid order is refunded in full, whatever the terms say.

Related

• Event Refunds
• Orders
• Details & Dates