Let members cancel event tickets

The studio rule

1. Open Settings (the cog at the bottom of the menu) and choose Booking rules.
2. Go to Events and turn on Members can cancel their own tickets. It is off by default, so only staff cancel tickets.
3. Set Up to how long before the event and pick the Unit: Hours or Days. It starts at 7 days.
4. Select Save.

Only the owner and admins change it. A new window counts for every cancellation from then on, including tickets already sold.

A rule for one event

In the event editor, under Member cancellation:

• Follow the studio’s setting uses the studio rule, and shows what it is today.
• Its own cancellation window lets members cancel this event’s tickets online until a number of Days before the start (0 to 365).

An event’s own window always wins, even when the studio switch is off. There is no way to turn member cancellation off for one event while the studio rule is on: a short window is the closest.

What members see

Members find their tickets in their account, under Tickets, on your booking page or in the booking widget. A ticket they can still cancel shows Free cancellation until and the date, and a Cancel ticket button. Otherwise it says To cancel this ticket, contact the studio.

When a member cancels in time:

• The ticket is cancelled and the place goes back on sale straight away. Events have no waiting list.
• What they paid for that ticket goes back the way they paid. A card or Pix through Stripe is refunded by Stripe. A payment by Pix QR, cash, card machine or bank transfer is marked as refunded, and you send that money back yourself.
• If one order had several tickets, each is cancelled on its own and refunds its own share, discounts included. There is no fee.
• A free ticket, or one sold by staff and not paid yet, has nothing to refund.
• The member gets the Event ticket cancelled e-mail, which says whether money goes back. The refund e-mail still follows when the money is returned. No e-mail goes to the studio.

Members cannot cancel a ticket once the event has started, once they are checked in, or while its payment is still pending.

After the window

Only your team can cancel then. Open Events, choose the event, find the person in Who is coming, open their menu and choose Cancel ticket. Turn Refund what was paid on or off and confirm. The member gets the Event ticket cancelled e-mail, saying whether money goes back.

• Owners, admins and front desk can cancel tickets. Refunding needs the refund permission.
• Staff can refund until the event ends, but not a ticket that was checked in. Cancelling without a refund always works.

To call off the whole event, use Cancel event: every ticket is cancelled, and Refund every paid ticket refunds them all. With Tell ticket holders on (it starts on), each person with a ticket gets one Event cancelled e-mail in their language, listing their tickets and the refund. If you cancel without refunds it says “We will get in touch with you about what you paid”, and for free tickets that nothing was charged. People holding tickets they had not paid for yet get nothing. Either way, they see Event cancelled in their account.