How do I cancel or postpone my event?
To cancel, you send us a request from the event, and we review it, usually within 3 to 5 business days. To postpone, you change the date.
Cancel an event
- Open the event and tap Edit event.
- Under Stop selling, tap Cancel event.
- Under Why is it cancelled?, choose a reason, and under What happened? tell us. You can add a Message to ticket buyers (optional). Tap Send cancellation request.
Sales pause right away: the edit page says "Cancellation requested. Sales are paused while we review it, usually within 3 to 5 business days." Tickets still scan, and you can still refund fans one by one. If your event has no paid tickets, it cancels straight away.
If we approve it, every fan is refunded automatically to the card they paid with. The ticket price comes out of your Stripe balance. You are not asked to pay back the service fee.
| Why you cancelled | Fans get back | What you're out |
|---|---|---|
| Not enough tickets sold, Venue problem, Performer can't make it, Our decision, Something else | Ticket price and service fee | The ticket price. The fee refund is paid by us, not you. |
| Natural disaster, Civil disturbance, Another impediment nobody could foresee (each marked "outside our control") | Ticket price only | The ticket price |
We check the cause you choose. A ticket you already refunded yourself before we approved the cancellation was an ordinary refund, so its service fee isn't returned. You can withdraw a request before we decide, and sales start again. If we turn one down, we tell you why and you can send a new one.
Postpone an event
Open the event, tap Edit event, change Date and doors and Ends, and tap Save changes. Once you've sold tickets, a date can only move later, not earlier. Fans get an email about the change.
| How far it moves | What fans can do |
|---|---|
| 6 months or less | Keep their ticket for the new date. A ticket-price refund follows your refund policy. |
| More than 6 months | They get an email, and can tap Request a service-fee refund on their ticket within 90 days of the change. That comes from us, not you. |