Skip to content
  • There are no suggestions because the search field is empty.

How to Cancel Your Event and Refund All Ticket Purchasers

Cancel your entire event and choose how ticket purchaser refunds are handled — with or without ticket sales.

The Cancel Event feature cancels your entire event and processes refunds for all ticket purchasers in one action. If you only need to cancel or refund individual tickets — not the whole event — see: How to cancel tickets and issue refunds as an organiser.

This action cannot be undone. Once an event is cancelled, it cannot be reinstated. Make sure you want to cancel the entire event before proceeding.

Before you start

Non-refundable fee: A 1.5% merchant and administration fee (or $1.00 — whichever is greater) applies per transaction. You can choose to absorb this fee or pass it to ticket purchasers — see Step 4 below.

How to cancel your event

Step 1 — Open your event

  1. Log in and go to My Events.
  2. Open the event you want to cancel.
  3. Click the Cancel Event button.

Step 2 — No ticket sales

If your event has no ticket sales, you will be prompted to confirm the cancellation:

  1. Enter your Sticky Tickets account password.
  2. Confirm the cancellation.

The event is cancelled immediately. No refunds are processed as there are no ticket purchasers.

Step 3 — With ticket sales: select a refund type

If your event has ticket sales, you will be asked to choose how refunds are handled before confirming the cancellation.

Refund type What ticket purchasers receive Who pays the 1.5% fee
Partial refund Refund amount minus the 1.5% or $1.00 fee (whichever is greater) Ticket purchaser — their refund is reduced by the fee
Full refund Full ticket price refunded Organiser — the fee is charged to your credit card

Step 4 — Complete the cancellation

Regardless of the refund type selected:

  1. Enter your Sticky Tickets account password to authorise the cancellation.
  2. For a full refund: enter your credit card details to cover the 1.5% fee.
  3. Add a message to ticket purchasers — this will be included in the refund notification email sent to them.
  4. Confirm to complete the cancellation.

What happens after cancellation

  • Your event status changes to Cancelled.
  • The event page is taken offline and is no longer visible to the public.
  • All ticket purchasers receive an automatic email notification confirming their refund.
  • Refunds typically take 2–3 business days to appear on ticket purchasers' cards.
  • You will receive an email confirmation once the cancellation and refunds have been processed.

Most Common Scenarios and Questions

I don't see the Cancel Event button.

  • The Cancel Event button is available for Live events. If your event is Paused or in Completed status, Cancel Event button will not show. Contact our support team for assistance

I need to cancel but want to avoid new ticket sales during the process.

  • Set the Stop Selling Date to a past date in your ticket settings before cancelling. This prevents new purchases while you work through the cancellation process.

The refunds haven't appeared after 2–3 business days.

  • Ask ticket purchasers to check with their bank. If the issue persists after 3 business days, contact our support team with the event name and order details.

Will all ticket purchasers be refunded automatically?

  • Yes — when you cancel an event with ticket sales, all ticket purchasers are refunded based on the refund type you select. No manual action is needed per ticket.

Can I cancel only part of my event (e.g. one session) rather than the whole event?

What happens to Secure My Refund fees when an event is cancelled?

  • If the organiser cancels the event, ticket purchasers' refunds come from the organiser — not through Secure My Refund. The Secure My Refund fee paid by ticket purchasers is non-refundable in this case. See: How Secure My Refund works.

Will ticket purchasers receive a notification?

  • Yes — all ticket purchasers receive an automatic email notification confirming their refund when the cancellation is processed. You can also include a personal message during the cancellation process.

Do I need to provide card details even if I choose a partial refund?

  • No — card details are only required if you choose a full refund, since the 1.5% fee is charged to your card in that case. For a partial refund, the fee is deducted from the ticket purchaser's refund amount.

Need more help?

If you need help cancelling your event, contact our support team.