Hosts can cancel a live event from the Across Hubs Events page, resulting in sessions ending immediately and the canceled event being removed from the web portal. The host can cancel an order for single-session, recurring series, and multiple 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 appears. 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 the ticket sales, the attendee will get a full refund.
An attendee can also get a full refund if the host approves the cancellation request, which can happen within 1 hour of the start of the event up to 14 days after the event ends. Refunds outside of the cancellation policy are at the sole discretion of the host. Once 14 days have passed since an event has ended, refunds for the event may not be requested or initiated, as further discussed in the Zoom Events Terms of Use.
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.
Learn more about setting a cancellation policy.
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.
You can cancel any occurrence scheduled in a recurring series event without canceling or affecting the other occurrences in the event series.
Hosts can initiate cancellation of registrants’ orders for free or paid multiple sessions events, single-session events, and recurring series events.
Tickets that are associated with the 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.
For more information, please visit our support article on how to refund tickets sold in a foreign currency.
Note: Currently, the partial refund policy is only available for single events/event series.
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 cancel some occurrences of the entire series if the tickets are sold. The host can initiate a 50% refund based on the cases.
Registrants can cancel some tickets of the entire order for a single event. Registrants can also cancel some occurrences of the entire series 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 a recurring series event, the cost of the tickets being refunded will automatically be credited to the user.