A good event refund policy answers four questions in plain words: can I get my money back, until when, what if I can't come, and what if you cancel. Below are three ready-to-use templates (strict, standard and flexible). Pick the one that fits your event, fill in the blanks, and put it where buyers see it before they pay.
Writing it before tickets go on sale is the whole trick. A clear policy keeps buyers comfortable, cuts the "can I get a refund?" emails down to a few, and gives you something kind but firm to point to when you need it.
The one rule that isn't up to you
You get to decide what happens when a buyer can't come. You don't really get to decide what happens when you cancel. If the event doesn't happen, people get their money back, in full.
That's what buyers expect, and in a lot of places it's also the law. California, for example, requires a full refund within 30 days when an event is cancelled, and a refund on request when it's postponed or rescheduled. And if you cancel without refunding, buyers can dispute the charge with their card company, which almost always sides with them. Disputes cost you a fee each and can put your payment account at risk.
So every template below says the same thing about cancellations: full refund, automatically, to the original payment method.
What every refund policy needs
Whichever version you choose, cover these:
- The refund window. Up to when can people get their money back? Use a number of days before the event, not "a reasonable time".
- What happens after the window. No refund, a transfer to a friend, a credit, or a partial refund?
- Fees. Say whether refunds cover the full amount paid. If you charge buyers any fees, say clearly whether they're refundable. US rules on ticket pricing require fees to be shown upfront and described honestly, including whether they're refundable.
- If you cancel. A full refund of everything they paid. Say it plainly. People need to hear this one.
- If you postpone. Tickets carry over to the new date, and anyone who can't make the new date can ask for a refund.
- Weather and things outside your control. Rain, heat, power cuts, a performer who gets sick.
- How to ask, and how fast you'll reply. An email address and a timeframe.
Template 1: Standard (the one most events should use)
Good for concerts, workshops, retreats and most festivals. It's fair to buyers and protects you close to the date, when you've already spent the money.
Refund policy
We know plans change. Here's how refunds work for [Event name]:
Up to [14] days before the event: full refund of what you paid. Just email us.
Less than [14] days before the event: we can't offer refunds, but you can transfer your ticket to a friend for free.
If we cancel the event, you get a full refund of everything you paid, to your original payment method, within [7] days. You don't need to do anything.
If we move the event to a new date, your ticket is valid for the new date. If the new date doesn't work for you, email us before it and we'll give you a full refund.
Weather: the event goes ahead rain or shine unless we tell you otherwise. If we cancel for safety, see "If we cancel" above.
Questions or refund requests: [email]. We reply within [2] business days. Refunds usually show on your card 5 to 10 days after we send them.
Template 2: Strict (for small margins or limited spots)
Good for small rooms, workshops with materials bought per person, dinners, and anything where an empty seat can't be resold.
Refund policy
All ticket sales for [Event name] are final. We plan food, materials and space around every person who books, so we can't offer refunds if you can't attend.
Can't make it? Transfer your ticket to someone else at no cost, any time before the event.
If we cancel the event, you get a full refund of everything you paid, to your original payment method, within [7] days.
If we move the date, your ticket moves with it. If the new date doesn't work for you, email us before it and we'll give you a full refund.
Questions: [email].
"All sales final" only covers buyers changing their minds. It never covers you cancelling, which is why the cancellation line stays in even the strictest version.
Template 3: Flexible (for free or low-cost events, and building trust)
Good for new events still earning their reputation, community events, and recurring classes where a happy regular matters more than one ticket.
Refund policy
Life happens. You can get a full refund for [Event name] up to [24 hours] before the start time, no questions asked. Just email [email] or reply to your confirmation email.
After that, you can transfer your ticket to a friend or move to another date (if there is one) at no cost.
If we cancel or move the event, you can always get a full refund.
Extra clauses for festivals and multi-day events
Festivals have a few situations a single event doesn't. Add the ones that apply:
Passes: Passes are refundable until [date]. After that, passes can be transferred to another person but not refunded. Once a pass has been used to check in or reserve a session, it can't be refunded.
Schedule changes: Our program may change. If a presenter, artist or session changes, we'll update the schedule and let you know. Individual changes to the lineup aren't grounds for a refund, but if we cancel a whole day, you'll get a refund for that day.
Early bird and discounted tickets: Refunds are for the amount you paid. If you bought at the early bird price, that's what we refund.
Add-ons and merch: Add-ons follow the same refund rules as your ticket. Merch picked up at the event can be exchanged for a different size while stock lasts.
Where to put your refund policy
A policy only works if people see it before they pay. That's fair to buyers, and it's also your best evidence if anyone ever disputes a charge. Put it in four places:
- At checkout, next to the buy button.
- On the event page, near the bottom or in an FAQ.
- In the confirmation email. This is the copy people will search for later.
- In your reply template, so you can answer refund emails in one click and always say the same thing.
How to handle refund requests (without losing sleep)
- Answer quickly. A two-day reply feels respectful. A two-week silence turns a refund request into a dispute with their card company.
- Offer the transfer first when someone is outside the window. Most people just want their money not to go to waste, and a friend using the ticket solves that.
- Bend the rule for real emergencies if you can afford it. A hospital stay or a death in the family is worth a refund, and people remember it.
- Keep it consistent. If you make an exception, make it quietly, and don't change the public policy.
- Refund through your ticketing platform, not by hand, so tickets are released for resale and your records match.
- Budget for card fees on refunds. Card processors usually keep their processing fee when you refund, so a refunded ticket costs you a little. Build that into your prices.
This guide is general information, not legal advice. Ticket refund rules vary by state and change over time, so check the rules where you sell if you're unsure.
How to do this in Eventasaurus
- Set the policy once. On your festival's edit page (or Page & branding for a single event), fill in Refund policy and Contact email for attendees. The policy shows at checkout, on your page and in every confirmation email.
- No fees to explain. Your buyers pay the ticket price you set, with no added service fee, so "a full refund of everything you paid" is simple.
- Refund in two clicks. In Orders, click Refund and choose the full amount or Refund part instead. The tickets go back on sale, and our 1% platform fee comes back to you too (fully or proportionally).
- Transfers, without the emails. Attendees can transfer their own tickets and passes from My Tickets. You can also do it for them from Orders. The old QR code stops working the moment it's transferred.
- Postponed? Use Move date on an order. The attendee keeps the same QR codes and gets a new confirmation email.
- Cancelling? Click Cancel event, keep Refund all ticket orders in full ticked, and everyone is refunded and emailed at once.
FAQ
Do I have to offer refunds for my event?
For people who change their minds, it's your choice, as long as your policy is clear before they buy. If you cancel the event, refund everyone in full. Buyers expect it, card companies side with buyers who didn't get what they paid for, and some states require it by law.
What is a good refund window for an event?
For most events, full refunds up to 7 to 14 days before, then transfers only. For festivals with big upfront costs, 30 days is common. For small classes, 24 to 48 hours works well.
What if I postpone my event?
Let tickets carry over to the new date, and refund anyone who can't make it and asks. Some states, including California, require a refund on request for postponed or rescheduled events.
Can I offer a credit instead of a refund if I cancel?
You can offer a credit as an option, but don't make it the only option. When an event is cancelled, buyers should be able to get their money back.
What's the difference between a refund policy and a cancellation policy?
A refund policy covers what happens when a buyer can't come. A cancellation policy covers what happens when you cancel or postpone. Most events put both in one short policy, like the templates above.