Creating a Cancellation Policy
To set up a cancellation policy:
Navigate to your Cancellation Policies settings
Click “Create Policy”
Enter a clear and descriptive policy name
Tip: Use names that reflect the event or refund structure (e.g. “Standard 30-Day Refund Policy”)
Save your policy
You can create multiple cancellation policies and assign different ones to different events.
Adding Cancellation Rules
Each policy can include one or more rules that determine how refunds are handled based on when a participant cancels.
For each rule, you will define:
Timeframe before event date Specify how long before the event the cancellation is made
Timeframe unit Choose whether the timeframe is measured in days, weeks, or months
Percentage of ticket fee retained Define how much of the entry fee you keep when a participant cancels
For example: retaining 20% means the participant receives an 80% refund
You can add multiple rules to create a tiered refund structure (e.g. higher refunds further in advance, lower refunds closer to the event).
How It Works
Once a cancellation policy is linked to an event:
Participants can cancel their own entry without contacting the organiser
Refunds are automatically calculated based on your policy rules
The cancelled spot becomes available for resale (if your event has capacity limits)
Best Practice
Use clear and consistent rules to avoid confusion
Offer more flexible refunds further in advance to encourage early cancellations
Clearly communicate your cancellation policy on your event page