How can I cancel my event?

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.

Note on Flex-Tickets: If ticket buyers have a Flex-Ticket, it will be cancelled automatically if the event is cancelled — provided that the cancellation period has not yet expired. In this case, buyers do not need to take any further action.

If you only want to postpone your event, click here for instructions on «Postponing the event».

How to proceed: Cancel 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.

Automatic refund via Eventfrog

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 CHF 50, additional CHF 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.

Important information on automatic refunds

Eventfrog can only automatically refund tickets that were purchased online.
Tickets bought in presale or from box offices must be refunded manually.
The package fees do not apply if the refund is due to an event cancellation.
If the event organiser has passed on the package fees to the ticket purchasers, these will not be refunded.

Time limit for automatic refunds

Please note that ticket payments must have been made within a certain period of time for Eventfrog to be able to refund them automatically:

Incoming payments in Switzerland: Ticket payments must not be older than 365 days
Incoming payments in Germany: For the payment methods Giropay and SOFORT Überweisung, the purchase must not have been made more than 180 days ago.

Cancellation process with automatic refund

This is how it continues:

Your ticket buyers will receive an email informing them of the cancellation.
You will receive an email confirming that you have cancelled the event.
Eventfrog handles the refund.
Ticket purchasers will receive an email informing them that their ticket has been successfully refunded. (In rare cases, tickets cannot be refunded. In this case, they will be referred to the organiser).
You will receive a statement and an overview of the refunds by e-mail. If tickets could not be refunded automatically, they will appear in the overview so that you can refund them manually if necessary.

Please pay the invoice for the refund in a timely manner.

Independent refund

If you have decided in favour of an independent refund, you transfer ticket amounts back yourself.

This is how it continues:

Your ticket buyers will receive an email informing them of the cancellation.
You will receive an email confirming that you have cancelled the event.
Ticket purchasers will receive an email informing them that their tickets have been cancelled and that you, as the organiser, will refund the ticket price.
The income (excluding costs for the event model and services used) will be paid out to you. You can now make the refunds yourself. You can export the buyer data in the Cockpit ( «Exporting buyer data»).

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.