Should you need to cancel your event, you can do so from your event dashboard.
This will remove your event from sale, mark it as “Cancelled” and remove it from public listings. It will also inform us here at Ticketlab to start the refund process.
You may also wish to inform your guests and existing ticket holders of the cancellation.
Refunds from event cancellation
Once we receive notice of event cancellation for a paid event we will endeavour to process refunds within 48 hours. Our current policy is that Ticketlab’s booking fee is not refundable, as we incur costs on processing transactions including refunds.
Your guests will receive an email from Stripe with Ticketlab’s logo, confirming the refund. If you haven’t notified them of cancellation, this may create confusion, so please do notify them prior to cancelling if possible.
Excessive cancellation policy
As refunding tickets for cancelled events incurs costs to us here at Ticketlab, we reserve the right to suspend your account if we judge that you are frequently cancelling events, if your event is unlikely to occur or for any other reason.
Alternatives to cancelling
If you’re able to reschedule or postpone your event, that can mean less effort in the long run as you’ll be able to reuse your set up event, and you may not have to refund all of your guests.
Rescheduling
If you’re able to find a new date for your event to go ahead, and the contents of the event has not materially changed (lineup, activities, venue remain unchanged), you can notify your guests of the change and update the event’s date and time from the edit event page.
It’s worth messaging your guests to tell them that they can request a refund if the new date isn’t acceptable for them. If they contact you requesting a refund, please forward on their request to support@ticketlab.co.uk and we’ll take care of it. Please include the event url/id, their name, email address and booking reference if possible (or as much information as you can).
Postponing
If you don’t yet have a new date for your event, you can postpone the event. From your event dashboard click “take off sale” to ensure no new sales go through.
Then, contact your guests to inform them that you’re postponing your event, but that you haven’t set a date yet.
It’s worth messaging your guests to tell them that they can request a refund if the new date isn’t acceptable for them. If they contact you requesting a refund, please forward on their request to support@ticketlab.co.uk and we’ll take care of it. Please include the event url/id, their name, email address and booking reference if possible (or as much information as you can).
Once you have a new date, you can update it on the edit event page and message your guests again to let them know of the change and offer them the chance to keep their existing tickets or to get a refund.
If the original date of your event passes, and you’ve not found a new date you won’t be able to edit your event anymore. Please contact support@ticketlab.co.uk and we’ll update your event and return it on sale with the new date for you.
