If you choose to cancel your event permanently, our Customer Service department is there to answer Fan questions and process refunds. To smoothen this process as much as possible, we would like to ask you to follow the procedure below.
1. Announcing the cancellation and signing the Refund Form
Inform your Client Success Manager about the cancellation. He / she will provide you with a Refund Form. Fill in the form and return it signed.
2. Pay-out suspended
Once received, your payment will be suspended temporarily. This means that no pay out will be done until all refunds have been processed.
3. Credit check
We calculate the total amount that has to be refunded and run a credit check. If you credit is not sufficient to process all the refunds, we will provide you with a pro-forma form to supplement it. You will receive this pro-forma within a few days. Please make sure that this pro-forma is completed as soon as possible.
4. Start processing refunds
Once the credit is sufficient, the refund process is initiated. We emphasize that a processing time of 4 weeks from this moment must be taken into account
With the process in mind, it is time to notify your Fans about the cancellation. Please use this manual to export all your fan data from our Backoffice.