We understand that sometimes circumstances change, and event organisers may need to cancel an event or process ticket refunds. We're here to guide you through the process and provide the necessary support every step of the way.
How to cancel your event
Communication with your attendees
Open and transparent communication is crucial during event cancellations and refund processes. We recommend using multiple channels to notify your attendees about the cancellation, e.g. newsletters, social media, or any other communication channels you typically use.
Ticketbutler also has a handy SMS feature that we recommend using to ensure timely communication with all attendees. Learn more about how to use the SMS feature in this guide.
What happens to the ticket fee?
The ticket fee will not be refunded as there are transaction costs associated with both the purchase and refund of the order. This is standard practice in the ticketing industry and is also mentioned in the approved terms and conditions that ticket buyers agree to when placing their orders.
However, if any ticket buyers wonder why the ticket fee is not refunded, you can refer them to this article that explains everything in more detail.
If you, as the organiser, are paying the ticket fee
If you have set your event to have the organiser pay the ticket fee, you should instead send the cancellation reason by email to hello@ticketbutler.io. We will cancel the event for you and ensure that your ticket buyers receive an email notifying them of the cancellation reason and the refund process.
In this case, the ticket buyers will naturally receive a full refund, and you, as the organiser, will subsequently receive an invoice from Ticketbutler for the total ticket fees.
Questions?
If you need assistance or have further questions, don't hesitate to reach out at hello@ticketbutler.io or give us a call at +45 89 80 12 80. We're here to help you navigate the cancellation and refund process with ease and care.