How can I cancel my event?

You can simply cancel your event in the Eventfrog cockpit. When cancelling, you also decide whether you want to have the refund processed by Eventfrog or whether you want to do it yourself. In either case, your ticket buyers who have purchased their tickets online will be informed automatically via email.

If you only want to postpone your event, click here for instructions on «Postponing the event».

How to proceed: Cancel event

If you want to cancel your event, you can simply do this in the cockpit.

Log in and select the event you want to cancel in the event overview.

Under «Sales», go to «Sales start, stop, cancellation» and click on the button «Cancel event».

Please note: The cancellation cannot be undone by Eventfrog!

A new window will open. Here you can enter a «reason for cancellation». This text will be sent to ticket purchasers in the email informing them of the cancellation.

Only ticket buyers who have purchased their tickets online will be informed of the cancellation by email. Eventfrog does not have the buyer data for tickets that were sold via «presale». It is therefore important that you inform these ticket buyers of the cancellation yourself.

Next, you select the type of refund. You have the choice between a refund through Eventfrog (subject to a fee) and an independent refund, where you transfer the ticket price to the ticket buyer yourself.

Automatic refund via Eventfrog

If you select the refund via Eventfrog, you have the option of sending Eventfrog a message. In this message you can inform us about any restrictions on the refund. If the message field remains empty, we assume that the ticket buyer will be refunded the full price.

Please tick the box «I confirm that I agree to the costs for the refund of € 50, additional € 0.99, and 3.9% per ticket (excl. VAT)».

This is a mandatory information for the refund via Eventfrog, with which you confirm that you agree to the costs incurred.

Now click on «Cancel event» to confirm your selection.

Important information on automatic refunds

Eventfrog can only automatically refund tickets sold online. Only here do we have the data of the ticket buyers and the revenue.
Tickets sold via «advance sale» or «advance payment / prepayment» must be refunded by yourself.
If only the payment methods «advance sale» or «advance payment / prepayment» were offered, an automatic refund via Eventfrog is not selectable / possible.
The regular costs for the selected event model are added to the costs incurred for the refund.

Time limit for automatic refunds

Please note that ticket payments must have been made within a certain period of time for Eventfrog to be able to refund them automatically:

Incoming payments in Switzerland: Ticket payments must not be older than 365 days
Incoming payments in Germany: For the payment methods Giropay and SOFORT Überweisung, the purchase must not have been made more than 180 days ago.

Cancellation process with automatic refund

This is how it continues:

Your ticket buyers will receive an email informing them of the cancellation.
You will receive an email confirming that you have cancelled the event.
Eventfrog handles the refund.
Ticket purchasers will receive an email informing them that their ticket has been successfully refunded. (In rare cases, tickets cannot be refunded. In this case, they will be referred to the organiser).
You will receive a statement and an overview of the refunds by e-mail. If tickets could not be refunded automatically, they will appear in the overview so that you can refund them manually if necessary.

Please pay the invoice for the refund in a timely manner. Please note that this invoice includes the costs incurred for the Plus and Pro models.

Independent refund

If you have decided in favour of an independent refund, you transfer ticket amounts back yourself.

This is how it continues:

Your ticket buyers will receive an email informing them of the cancellation.
You will receive an email confirming that you have cancelled the event.
Ticket purchasers will receive an email informing them that their tickets have been cancelled and that you, as the organiser, will refund the ticket price.
The income (excluding costs for the event model and services used) will be paid out to you. You can now make the refunds yourself. You can export the buyer data in the Cockpit ( «Exporting buyer data»).

Please note: The event proceeds will only be paid out after the actual event date.

Also make sure that you have entered your bank details. For this event, you can edit an existing address or add a new one under «Organiser address». After saving, select this address under «Bank details address»

If you have not yet entered your bank details or you want to change them, edit the relevant event and go to the «Organiser address» section under «Event». You can now either edit an existing address or add a new one. You can also «Add your bank details» here.

Normally, you will receive your earnings within 10 days of the event end date.

Event absagen mit «Geld-zurück-Garantie»

Sage deinen Event wie oben geschrieben ab. Die Rückerstattung der online verkauften Tickets erfolgt dann automatisch über Eventfrog.

Du musst nichts weiter unternehmen. In der Endabrechnung des Events siehst du, wie viele Tickets zurückerstattet wurden. Die Kosten pro rückerstattetes Ticket sowie die Pauschale für die Abwicklung der Rückerstattung werden mit dem hinterlegten Depot verrechnet. Den Restbetrag, falls vorhanden, bekommst du auf dein hinterlegtes Bankkonto gutgeschrieben.

Vorverkauf oder Vorkasse / Vorauskasse: Tickets, die du physisch via Vorverkaufsstellen oder per Vorkasse / Vorauskasse verkauft hast, musst du selbst zurückerstatten, da Eventfrog weder über die Einnahmen noch die Daten der Ticketkäufer:innen verfügt. Bitte kontaktiere diese Ticketkäufer:innen selbstständig.

Die Bearbeitung der Rückerstattung kann bis zu zwei Werktage in Anspruch nehmen. Deine Ticketkäufer:innen bekommen den Ticketpreis binnen 7 Tagen auf das Zahlungsmittel zurücküberwiesen, mit dem sie die Tickets erworben haben.

Ich habe die «Geld-zurück-Garantie» beantragt, aber das Depot noch nicht hinterlegt. Jetzt muss ich meinen Event absagen. Wie gehe ich vor?

In diesem Fall sagst du den Event (wie oben beschrieben) im Veranstalter-Cockpit ab.

Wähle bei der Absage an, dass du die Abwicklung der Rückerstattung von Eventfrog vornehmen lassen willst. Daraufhin bekommst du von Eventfrog eine neue Rechnung.

Der Rechnungsbetrag unterscheidet sich gegebenenfalls von der Depot-Rechnung, da dieser nur die Tickets für die Rückerstattung mit einbezieht, die tatsächlich verkauft wurden. Bei der Rechnung für das Depot wird mit der Gesamtmenge der angelegten Tickets gerechnet. Somit kann die tatsächliche Abrechnung niedriger ausfallen als die Depot-Rechnung.

Wie bei der Geld-zurück-Garantie übernehmen wir die Rückerstattung für die online verkauften Tickets. Bitte beachte, dass du die Tickets, die via «Vorverkauf» oder «Vorkasse / Vorauskasse» verkauft wurden, selbst zurückerstatten musst, da Eventfrog in diesem Fall nicht über die Käuferdaten und Zahlungsinformationen verfügt.