Zoom Sessions hosts can cancel their live event from the Across Hubs Events page, resulting in their event ending immediately and the canceled event being removed from the Zoom Events directory. The host can cancel orders for their Zoom Sessions events—single-session or recurring sessions events.
Additionally, attendees will see a message that the event was canceled followed by an email notification that informs them the event has been canceled. They will receive a full refund if the canceled event was a paid event.
This article covers:
Note: For access to the latest Zoom Events and Webinar features, we strongly recommend hosts to update to the latest version of the Zoom desktop client/mobile application.
Note: Only if the host accepts cancellations for the event, an option for attendees to cancel a ticket will appear. If the host has not implemented a ticket cancellation policy for the event or if the ticket cancellation occurs outside of the applicable cancellation period, the host makes the final decision to accept or deny a cancellation request. The host is not obligated to approve a cancellation request.
If the host cancels the paid events, which already have ticket sales, the attendee will get a full refund.
An attendee can request a refund from the host outside of the cancellation policy period. Refunds outside of the cancellation policy are at the sole discretion of the host. Once 14 days have passed since an event ended, refunds for the event may not be requested or initiated.
If an attendee paid for an event in the same currency that their credit or debit card was issued in and made a refund request, they will receive a refund for the same value regardless of the currency the Host charges for tickets if their refund is accepted.
If the host cancels a paid order, the cost of the ticket will go back to the purchaser and the ticket will be voided. Any incurred processing fees associated with this ticket will not be refunded back to the host. Processing fees are charged at the time of purchase and are set by the payment provider (Stripe or PayPal) that processed the transaction. This action cannot be undone. Additionally, the host and attendee will receive an order cancellation email.
In the cancellation policy section of your hub, you can set the default cancellation policy for your Zoom Sessions event.
Learn more about setting a cancellation policy.
Hosts can initiate the cancellation of registrants’ orders for free or paid events.
The registrant's entire order will be canceled, and an email notification will be sent to the registrant. For paid events, the full refund will be processed.
You will receive an email confirmation or in-app notification if your refund to attendees is processed successfully. Additionally, the attendee's refund status will change to Refund in Progress on the Refunds page.
If an attendee paid for a ticket sold in a foreign currency, the attendee's refund may be more or less than the original amount that they paid depending on the exchange rate at the time of the purchase and refund.
Learn more about how Zoom Events refunds tickets sold in a foreign currency.
When a host cancels a session that has at least 1 paid ticket in a recurring sessions event, they can provide cancellation and refunds to attendees in the following ways:
When you delete sessions that have registered users, your registrant will lose access to those sessions and will be notified that those sessions have been canceled. If all sessions in a registrant's order are canceled, their entire order will be refunded, and you will be responsible for paying any fees incurred. Deleting a session cannot be undone.
In addition to implementing a full refund policy, a partial refund policy can also be implemented to provide a refund option for additional scenarios. The host can configure a partial refund policy at the hub and event levels. The host can initiate a 50% refund based on the cases.
Registrants can cancel some tickets of the entire order for a single event.
Partial refunds can be enabled to give you the option to provide partial refunds for:
When you cancel one or more occurrences in an event series, the cost of the tickets being refunded will automatically be credited to the user.