Refunds and passing tickets on

Choose a refund policy

Each event has one policy, shown to buyers before they pay:

• Refunds if the event is cancelled (the default; this also covers a moved date).
• Refunds until 7 days before.
• Refunds until 48 hours before.
• No refunds, unless the event is cancelled.

When a buyer asks for a refund

On their ticket page, under Can't go?, a buyer chooses Request refund. Within your policy it goes through without you. The money goes back the way they paid: MoMo usually within a day, cards within up to 10 working days.

A buyer can't refund an order when:

• a ticket in it was used at the gate or passed on,
• the event has started or the policy's deadline has passed,
• the order was free.

Refund someone yourself

In the event's attendee list, choose Cancel tickets, and add a note to the buyer if you like. This refunds in full whatever your policy. It needs the Owner, Admin or Finance role, and a passkey. If the provider can't send a refund, it shows in Actions with what to do next.

If you cancel the event

Every paid order is refunded in full and every buyer is told, with your reason. You don't need to do anything else.

Passing a ticket to a friend

On their ticket page, a buyer chooses Pass to a friend under a QR code and gives the friend's name and phone or email. It's free and works until the event starts, on a ticket that hasn't been used. The friend gets a new ticket with its own link, and the old QR code stops working.

Tables and group tickets

A Table of 10 shows on the buyer's page as one ticket with ten QR codes, one per person, and their SMS and email say "1 ticket (10 people)". From there they can:

• Pass the whole ticket on: every QR code not yet used goes to one person, such as whoever is bringing the table.
• Pass to a friend under one QR code: that guest gets their own link with just their pass.
• Name your guests: put each person's name on their pass, so the gate sees who's who. Nothing is reissued, so codes already shared keep working.

However its passes are shared, a table still lets ten people in: each QR code works once, and passing one on cancels the old one.