It's important to provide your contact details and refund policy when accepting online payments. Adding this information will ensure that you comply with key regulations for online sales and build trust with your customers and credibility for your business.

To set a cancellation policy, select Booking preferences from the left-hand menu, then Edit next to the Cancellations, Transfers & Refund section:

You have the following options to customise your cancellation settings:

Display a default or custom cancellation message to customers when they cancel a ticket.

To set up your cancellation message, select either Default or Custom under the Cancellation message section:

The default message automatically updates in line with your cancellation settings as set under Cancellations.

For example:

The custom option is a free text field (255 characters or less) where you can add a customisable cancellation message. You can also use markdown to customise the message further.

Admin view example:

Customer view example:

You can include a link to your refund policy by ticking the Include link to Refund Policy tickbox:

Example of how the default message appears with the refund policy included:

Example of how the default message without the refund policy:

💡 Check out our blog post on cancellation messaging.

Under the Transfers setting, tick the Allow ticket transfers checkbox to allow your customers to transfer their tickets:

When you allow ticket transfers on your account, you can customise transfers by:

Under Allow transfers up until, set how many hours/days/weeks/months before the event a customer can transfer their ticket:

Under Restrict transfer window to, set how far in the future a customer can transfer their ticket:

Limit transfers to one transfer per ticket by ticking Limit to one transfer per ticket:

Tick Allow transfers to different event or ticket types to give customers the option to transfer their tickets to other event or ticket options:

💡 Learn more about cancellations and transfers.

Tick Show refund amount to customer under Refunds to show the customer how much they are owed upon cancellation/transfer to a lower-cost ticket:

For example:

To set a refund policy, select Settings from the left-hand menu, Payments, then Edit:

Add your refund policy blurb in the box under Refund policy:

Select Save changes when you have added all of the relevant information.

The policy shows as a link at the footer of your public page:

Once selected, customers can view the refund policy on your page:

Alongside adding your refund policy blurb, you may wish to add your cancellation policy to other areas of your schedule setup, such as on your public page, booking confirmation email or event description.

You may wish to add your policy at the top of your page. To do this, select Customise page in the top right-hand corner and scroll down to the General Information section to add your blurb:

This text appears at the top of your schedule:

You can add the policy to the event description for extra visibility. To do this, select the entry, then Edit entry:

Select the Information tab and add the policy in the Description field:

This then shows on the public page within the information field:

To add to your Booking confirmation message, select your entry, then Edit entry:

Select the Information tab and scroll to the Booking confirmation message section to add it to the emails your customers receive:

✨ Learn more about the emails your customers receive.

You may wish to add a field that your customers agree to when booking. To do this, select the Booking form tab, then Create a new field type:

You can then choose whether you'd like the field to apply to the attendee, overall booking or ticket:

Enter the Field label (name), then add the policy under the Additional help text section.

You can make a field mandatory by selecting the Mandatory field tickbox. Then choose the Field data type (such as a 'Yes or No option' or checkbox for capturing consent):

✨ Learn more about setting up booking forms and making them mandatory.

You can view your refund policy in the public page footer, which is a requirement for some payment providers.

When selecting the hyperlink, the refund policy pops open as a larger sub-page:

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