You can set up a Cancellation/Refund Policy directly within the setup of your Event Level or Add-On. Please note that this feature is currently only available for one-time and recurring events. During the setup of an Event Level or Add-On, you will see a tab titled "Cancellation/Refund." After completing the setup in the "Level" or "Add-On Info" tabs, switch to the "Cancellation/Refund" tab. To activate this feature for a specific Level or Add-On, toggle the "Allow Event Level Refunds/Cancellations" switch to “YES.”

Once activated, you will have the option to either:

  • Copy refund settings from another Level or Add-On, or

  • Set up new settings from scratch.


Creating a Refund Policy

The Cancellation/Refund settings allow you to input a policy that will be shown when a registrant requests a cancellation. You will also define criteria that determine how much money can be refunded based on the start date of the Event Level or Add-On.

Click the “+ Condition” button to input the first condition. Your options for criteria are:

  • Is greater than

  • Is greater than or equal to

  • Between

  • Equal to

  • Is less than

  • Is less than or equal to


After selecting a criterion, you will input the number of days that apply. The software will apply the selected condition to the cancellation request using the start date of the ticket or Add-On being canceled.

Note: If multiple conditions apply to the same number of days, the software will use the first applicable condition.


After entering the number of days, toggle the “Cancellation” switch to activate the field where you can enter the percentage of the Event Level or Add-On amount to be refunded under that condition.

You may add more conditions by clicking “+ Condition” again. To remove a condition, click the blue “X” to the right of that row’s "Refund %" field.


Applying Policies Across Levels or Add-Ons

Repeat this process for each Event Level and Add-On you wish to configure. Once you’ve created and saved a policy for an Event Level, you can copy that policy to other Levels. While setting up a new Level, use the “Copy refund settings” dropdown to select a Level with an existing policy. Then click the blue “Copy” button to apply the settings.


The same process applies to Event Add-Ons: once a policy is created for one Add-On, it can be copied across all other Add-Ons under that event.


After Publishing Your Event

Once your event is published and registrations are underway, registrants will be able to submit cancellation requests through the Advanced Portal or by contacting you directly. Canceled tickets will remove the registrant from the Attendance List and recycle the associated ticket level or Add-On, making it available for resale.


Learn more about cancelling Event Levels or Add-Ons by clicking here.