Refund Policies
A refund policy is a set of rules that decide how much an attendee gets back if they cancel, and when. You create a policy once and attach it to the tickets it should cover, so refunds follow consistent terms instead of being decided case by case.
(Screenshot: creating a refund policy)
Percentage vs. flat amount
A refund rule can return money in one of two ways:
- A percentage of what was paid, for example, a 100% (full) refund, or a 50% partial refund.
- A flat amount, a fixed dollar figure returned regardless of the ticket price.
Choose whichever matches how you think about your terms. Percentages scale naturally across different ticket prices; flat amounts are predictable.
Date windows
Rules can apply within certain time windows relative to your event, so the refund amount changes as the event gets closer. A common setup:
- Full refund up to 30 days before the event
- 50% refund from 30 days out until a week before
- No refund in the final week
Set your windows from the most generous (furthest out) to the least. That way an attendee who cancels early gets the best terms, and the amount steps down as the date approaches.
Attaching a policy to tickets
Once a policy exists, attach it to the tickets it should govern. Different tickets can use different policies, for example, a VIP ticket might be non-refundable while General Admission offers a partial refund.
A ticket with no policy attached simply has no automatic refund terms; any refund is then handled manually.
How refunds actually happen
Refund policies define the terms. The act of issuing a refund, and cancelling a registration, happens on the order itself.
For the step-by-step on issuing money back and cancelling registrations, see Refunds & cancellations.