A cancellation and refund policy that protects you and your buyers
How much notice, what fee and who approves: a plain guide.
25 Oct 2026 · 5 min read
A clear refund policy builds trust and saves you hours of back and forth. A vague one creates arguments.
Decide the three basics
How many hours before the event can a buyer cancel? Is there a free-cancellation window? Is there a fee after that?
Keep approval with you
Online requests are easy for buyers, but you should approve each refund. That lets you check the order and keeps control of your money.
Be clear about what is refunded
Say whether booking fees and add-ons are included. Many organisers refund only the ticket price.
Plan for date changes too
Many buyers just need another date. Letting them move free of charge, within limits, saves a sale you would otherwise lose.
Publish the policy
Show the policy on the event page and in the confirmation message so nobody is surprised.
- Use one rule per event, not one per customer
- Respond to requests within a day
- Keep a record of every refund and the reason