Refunds for event organisers
Choose what fans get back if they cancel, and know what happens if you cancel the event.
On this page
Choose a refund policy
Set the policy in Studio on the Tickets step when you create the event, or later in the event's workspace. It decides what a fan gets back when they cancel their own ticket.
- Standard: a full refund until 48 hours before the start, part of the price until 24 hours before, nothing after
- Flexible: a full refund until 24 hours before the start, nothing after
- No refunds: fans get nothing back by cancelling, but are still refunded if you cancel the event
- Custom: set your own steps in Studio on the web
Custom steps
Each step sets how much a fan gets back if they cancel at least a number of hours before the start. After the last step, fans get nothing back.
- Add up to five steps
- Each step must give back less than the one above it and start closer to the event
- Studio shows the sentence fans will see while you edit
Locked after the first sale
Once the first paid ticket sells, the policy cannot change. Fans keep the terms they bought under.
- Choose your policy before you open sales
- Free events do not show a refund policy
When a fan cancels
The payment provider may keep a fee on a refund. When a fan cancels, that fee comes off the fan's refund. It is not taken from your sales or paid by Vwaza.
- Fans see the fee before they confirm
If you cancel the event
Every ticket holder gets the full price back, whatever your policy says. The payment provider's fee on those refunds is taken from your earnings for the event. Vwaza does not pay it.
- Gift tickets that were never claimed are refunded to the buyer
- Fans do not need to ask: refunds start when you cancel