Q: What do the current COVID-19 measures mean for me as an organizer?
A: In The Netherlands, all events until September 1st are cancelled by force of the law. All sports clubs, cafes and restaurants are also compulsory closed. Stay up-to-date on developments with regard to these measures on the RIVM website. In Belgium, the same measures apply until September 1st.
Q: My event takes place in the period until September 1st and may not take place, what options do I have?
A: We are happy to advise you on the possible scenarios that may apply to your event. In general, an event is either postponed, canceled completely or an alternative is offered. Please note that if a fan does not agree to the new date or the alternative offered, the fan is entitled to a refund. This can change over time, so always check the latest developments from the Government. These kinds of conditions partly depend on what is included in your General Conditions. Consult your lawyer / legal adviser to find the best solution.
Q: I have an event in the period after September 1st. Given the developments, I am thinking about rescheduling / canceling this event as a precaution. What is your advice in this?
A: For the time being, no additional measures have been announced for events after September 1st. We advise you to keep an eye on the official government channels for the latest news. We also follow the situation closely. Before making a choice in this situation, please also consult your lawyer / legal adviser here.
Q: My event is being moved to a new date (scenario 1), what should I do?
A: Follow the process for postponing an event and contact your Client Success Manager.
Q: My event will be canceled permanently (scenario 2), what should I do?
Follow the process for the cancellation of an event and contact your Client Success Manager.
Q: I would like to offer an alternative (scenario 3), what should I take into account?
A: Offering an alternative often involves moving or canceling your event and is a good solution to reduce the number of refunds. An example for an alternative is a voucher to purchase a ticket for another event. Contact your Client Success Manager to discuss strategy and technical setup. Our system is flexible, which means that we can organize these kinds of solutions efficiently.
Q: Am I obliged to refund the full order including all fees?
A: Whether or not a service fee must be refunded depends on several factors. On the one hand the provisions in your General Terms and Conditions play a role in this, on the other hand decisions and guidelines from the government are decisive. Contact your lawyer / legal adviser to determine your options.
Q: Tickets have been sold through various primary, secondary and partner channels. How do I deal with this?
A: Bottom line is. the fan reports to the place where the person bought the ticket. As an event organizer, you are only responsible for tickets sold through official primary sales channels. See Tickets has various partnerships and integrations with external sales channels, such as Ticketswap, Festicket and Verve. Exceptions apply to some of these partners. You can read about the situations that arise with these exceptions in this article.
Q: Booking Protect is active for my event, what does this mean for me and my fans?
A: If Booking Protect is activated for your event, the fan can insure the order against a certain fee during the ordering process. In case the fan does not agree to the postponement of the event, the fan should contact the you as the organization instead of Booking Protect. Booking Protect only protects the fan if he or she cannot visit the event due to exceptional cases. When the event is postponed and the fan keeps the tickets, the insurance remains valid. Read more about Booking Protect in our help center article about Booking Protect. Please consult this article from our helpcenter for more information.
Q: I have not included any Terms and Conditions in my ticket shop, what now? Why is this important?
A: By drawing up General Terms and Conditions in an agreement, it is clear to your fans how it is, among other things, with the delivery of the purchased product / service, warranty, liability and payment. If you have drawn up General Terms and Conditions and state them clearly and publicly on the website of the event, you meet the requirements regarding the provision of General Terms and Conditions. If you have not yet drawn up General Terms and Conditions, we advise you to do this as soon as possible. Note: there are strict conditions regarding the interim adjustment of the General Terms and Conditions, so please contact your lawyer / legal adviser for more information.
Q: Are the General Conditions of See Tickets not sufficient?
A: See Tickets only acts as an intermediary between Organizer and fan. The General Terms and Conditions are therefore geared to this and are therefore not suitable for functioning for the customers.
Q: Are we, as an organizer, insured against the unforeseen costs / losses associated with canceling an event?
A: Unfortunately, we cannot decide on your insurance situation. We advise you to contact your insurance to check insurance conditions.
Q: I can't afford refunds as an organizer, what do I do now?
A: Please contact your Client Success Manager. We are happy to advise and support where possible.
If you have any questions or comments regarding this FAQ, please contact your Client Success Manager.