Please contact us here, as soon as possible when you know that your event is cancelled, if you are able to provide a statement, please include this when you call/email, this can be helpful, but it isn't essential, if we don't receive a statement, we always state that the event was cancelled due to 'unforeseen circumstances'.
We ask that you contact us before posting the cancellation on social media, so that we can email your customers, this saves any confusion, and allows us to process the refunds more quickly. We always need confirmation from the event organiser before we are able to start the refund process.
When an event is cancelled we offer all customers a face value refund (minus our booking and admin charges) if you wish to offer your customers a full refund, we are able to do this, if you can cover our fees, please let us know and we will send you an invoice.
If you wish to reschedule your event, we are obliged to email the customers offering them either the option of keeping the ticket for the new date OR a face value refund.