Date Changes & Event Cancellations
How to manage date changes or event cancellations
Things don’t always go to plan, and sometimes you may need to change the date of your event, or cancel the event altogether. Don’t worry, we are here to help.
Changing the date of your event
Please contact [email protected] and send through your event link as well as the new date (if this has been confirmed). Our promoter support team will then be able to change the date on our system and advise you on how best to handle this date change.
Generally, most ticket holders are able to make the new date, but there are usually some that can’t too. If so, please note that these customers will be entitled to a refund.
Cancelling your Event
If you need to cancel your event, please contact [email protected] and send through your event link. Our promoter support team will then be able to list the event as cancelled and can assist you in letting ticket holders know as well as issuing refunds.
Self Serve Tool
If your event has been cancelled or postponed and your ticket buyers may need refunds, or to choose to keep their ticket for your new date, we have a self serve tool which will allow ticket buyer to choose one of 3 options:
- Donate the cost of their ticket to you (the promoter)
- Keep their ticket for a future date (if applicable)
- Receive a refund
Once activated, this tool will give ticket holders 14 days to donate, keep or refund their tickets. This process is managed by the ticket holder (via their order history) so there’s no work required from your side. Once a ticket holder has made a decision, the following will happen.
- Claim a refund: this will be automatically processed by our system
- Keep their ticket: it will be automatically rolled over to the new date
- Donate their ticket: the cost of the ticket will be paid out to you after 14 days
To see a report of how people have used this tool, simply export it from your ticket management page.