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You can simply cancel your event in the Eventfrog cockpit. When cancelling, you also decide whether you want to have the refund processed by Eventfrog or whether you want to do it yourself. In either case, your ticket buyers who have purchased their tickets online will be informed automatically via email.
If you only want to postpone your event, click here for instructions on «Postponing the event».
If you want to cancel your event, you can simply do this in the cockpit.
Log in and select the event you want to cancel in the event overview.
Under «Sales», go to «Sales start, stop, cancellation» and click on the button «Cancel event».
Please note: The cancellation cannot be undone by Eventfrog!
A new window will open. Here you can enter a «reason for cancellation». This text will be sent to ticket purchasers in the email informing them of the cancellation.
Only ticket buyers who have purchased their tickets online will be informed of the cancellation by email. Eventfrog does not have the buyer data for tickets that were sold via «presale». It is therefore important that you inform these ticket buyers of the cancellation yourself.
Next, you select the type of refund. You have the choice between a refund through Eventfrog (subject to a fee) and an independent refund, where you transfer the ticket price to the ticket buyer yourself.
If you select the refund via Eventfrog, you have the option of sending Eventfrog a message. In this message you can inform us about any restrictions on the refund. If the message field remains empty, we assume that the ticket buyer will be refunded the full price.
Please tick the box «I confirm that I agree to the costs for the refund of € 50, additional € 0.99, and 3.9% per ticket (excl. VAT)».
This is a mandatory information for the refund via Eventfrog, with which you confirm that you agree to the costs incurred.
Now click on «Cancel event» to confirm your selection.
Please note that ticket payments must have been made within a certain period of time for Eventfrog to be able to refund them automatically:
This is how it continues:
Please pay the invoice for the refund in a timely manner. Please note that this invoice includes the costs incurred for the Plus and Pro models.
If you have decided in favour of an independent refund, you transfer ticket amounts back yourself.
This is how it continues:
Please note: The event proceeds will only be paid out after the actual event date.
Also make sure that you have entered your bank details. For this event, you can edit an existing address or add a new one under «Organiser address». After saving, select this address under «Bank details address»
If you have not yet entered your bank details or you want to change them, edit the relevant event and go to the «Organiser address» section under «Event». You can now either edit an existing address or add a new one. You can also «Add your bank details» here.
Normally, you will receive your earnings within 10 days of the event end date.
Cancel your event as described above. The refund of the tickets sold online will then be made automatically via Eventfrog.
You don't have to do anything else. In the final invoice for the event, you will see how many tickets have been refunded.
The costs per refunded ticket and the flat rate for processing the refund will be offset against the deposit. The remaining amount, if any, will be credited to your deposited bank account.
Advance sale or advance payment / prepayment: Tickets that you have sold physically via advance booking offices or by advance payment / prepayment must be refunded by yourself, as Eventfrog has neither the income nor the data of the ticket buyers. Please contact these ticket buyers yourself.
It may take up to two working days to process the refund. Your ticket buyers will be refunded the ticket price within 7 days to the payment method they used to purchase the tickets.
In this case, you cancel the event (as described above) in the Organiser Cockpit.
When cancelling, select that you want Eventfrog to process the refund. You will then receive a new invoice from Eventfrog.
The invoice amount may differ from the deposit invoice, as this only includes the tickets for the refund that were actually sold. The invoice for the depot is based on the total quantity of tickets created. This means that the actual invoice may be lower than the deposit invoice.
As with the money-back guarantee, we will refund the tickets sold online. Please note that you must refund the tickets sold via ‘advance sale’ or ‘advance payment / prepayment’ yourself, as Eventfrog does not have the buyer data and payment information in this case.
