Your first point of contact should always be the Event Organiser for any questions about the booking process. The Bookwhen team can only make changes to their account (and your booking) with their contact and consent.
If you don't have your Event Organisers' contact details, you can find them at the bottom left-hand corner of their booking page:
Bookwhen administers booking solutions to Event Organisers' and cannot answer any questions relating to specific events or bookings. This policy is designed to protect your data and the security of our customer's accounts (our customer is the Event Organiser).
Event organisers are responsible for the handling of payments and refunds. As Bookwhen is the software provider solely used to host the organiser's events, all payments are processed using the organiser's personal/business account. This means the Bookwhen team does not have the right to access these payments because of privacy, and you will need to contact the event organiser if you have any questions about your booking.