How do I cancel an event?

If you need to cancel an event, you must decide whether to do so with or without refunding the ticket fees. Please note that event cancellations cannot be made via the Billetto app and must be done via a browser – either on a computer or a mobile phone.

When you cancel:

• Ticket buyers will receive an email notification about the cancellation.

• Billetto automatically refunds the ticket price to buyers (the ticket fee is only refunded if you choose to refund with the ticket fee).

• It can take up to 5 bank days for the money to reach the ticket buyers account.

• It can take up to 6 hours for your event to be marked as cancelled in the system, unless the cancellation occurs less than 10 hours before the event start — in which case it will be marked as cancelled immediately.
  
  

Cancel event without the ticket fee

1. Click on My Billetto in the left-hand menu.
2. Find the event you want to cancel and click Manage, then Cancel.
3. Select Refund without fees in the top field.
4. Select the Cancellation reason from the drop-down menu.
5. Write a message to ticket buyers explaining why the event is cancelled, along with any other relevant information.
6. Click Cancel event.
7. Confirm the cancellation by entering the event ID shown in the yellow field on the page.
8. Finalise the cancellation by clicking Yes.

9. Your event is now cancelled, and Billetto will ensure that ticket buyers receive a refund for the ticket price.

Cancel event with the ticket fee

1. Click on My Billetto in the left-hand menu.

2. Find the event you want to cancel and click Manage, then Cancel.

3. Select Refund with fees in the top field.

4. Select the Cancellation reason from the drop-down menu.

5. Write a message to ticket buyers explaining why the event is cancelled, along with any other relevant information.

6. Click Cancel Event.

7. Confirm the cancellation by entering the event ID shown in the yellow field on the page.

8. Click Yes.

9. You now have 10 minutes to complete the payment details to cancel your event with the ticket fees. The ticket fees will be charged directly to the payment card you provide.

10. Start by entering your Billing address. If you have a company, select Company. If you do not have a company, select Personal.

11. Enter your Card number on the right under Pay by card.

12. Finalise the cancellation of your event with the ticket fee by clicking Submit payment.

13. Your event is now cancelled, and Billetto will ensure that ticket buyers receive a refund for both the ticket price and the ticket fee.

14. You will receive an email with a payment receipt once the cancellation is complete.

Note: Payment of the ticket fees must be completed immediately after you choose to cancel the event with the ticket fees. The event can only be marked as cancelled in the system once payment has been registered, and ticket buyers will only receive the cancellation email after this step. It is therefore not possible to delay entering your card details – the process must be completed right away.

In most cases, Billetto will automatically refund all purchases on your behalf when you cancel an event. If your payout does not match the total ticket sales – for example, if you have received an advance payout or similar before the event – please contact us directly, as we cannot process your cancellation and issue refunds until the matter has been resolved.