Articles on: Managing Events

Cancelling an Event

  1. How to cancel an event
  2. How to cancel an event with Stripe integration



1. How to cancel an event


  1. Go to Events and select Cancel Event.
  2. Choose which event you wish to cancel from the drop-down menu.
  3. Select the reason you wish to give for cancelling the event (if you select other, you will be provided with a text box to add the reason for cancellation). 
  4. This option will appear in the template email (in the dotted grey box) and will be sent to all customers who have provided an email.
  5. Click the Cancel Event button.


TicketSource will only refund online bookings or bookings made in-house via Stripe. Any other in-house bookings (e.g. cash, cheque) will need to be refunded by the event creator. 


Any applicable service fees, ticket delivery fees, and Refund Protection (where it falls outside of the 14-day cooling-off period) are non-refundable. 

All sundry items or donations will also be refunded. They will appear as separate transactions on the customer's statements. 


All customers will receive a notification via email about the event cancellation. 


Customers will be sent a second automated email once their refund has been processed. 


Refunds can take up to 14 days for the refund to appear back on the customer's card; however, this information is included within the email sent to the customer.


If you fail to follow this procedure and refund bookings manually through your account, they will be net of booking fees. Once refunded, TicketSource is not able to refund booking fees retroactively. 


The cut-off time to cancel an event via your account is 24 hours after your event start time.  After this time, please contact us to discuss your options


2. How to cancel an event with Stripe integration


If you have an integrated Stripe account with TicketSource to process your online and in-house card bookings, you are still required to follow the TicketSource cancellation procedure as per normal.


Once you have notified TicketSource of an event cancellation, TicketSource will process all refunds to your customers who have booked by credit or debit card (online and in-house).  The customer refunds will include the booking fee, as per our event cancellation policy. Refunds will be charged to your Stripe account and will be offset against current or future ticket revenue processed through Stripe. 


As our booking fees are deducted from your income, we will reimburse the value of the booking fees back to your Stripe account to cover the booking fee refunds processed for your customers.

Updated on: 15/07/2025