In the unfortunate situation where you need to cancel your event, please the steps below:
a) If your event is Public, set it as Private so that it no longer appears on Pelago app or website.
b) disable all ticket types associated with this event on the Pelago app so that you don't get additional bookings to your event. You can disable ticket types from your event dashboard. Click on Edit event, then edit the ticket type you want to disable and click on "Disable ticket type".
c) inform all ticket purchasers as soon as the decision to cancel the event has been made. Here is how to download the contacts of your attendees.
d) update the event title to start with "CANCELLED". Pelago sends an automatic event reminder goes out 24 hours before the event including the event title. Setting your event title to "CANCELLED" will ensure that it is clear to your attendees that the event has been cancelled in case for some reason they do not receive your communication as mentioned in the previous step.
We can process ticket purchase refunds for your guests in the case of a paid event. Please note the Pelago service fee is non-refundable. The ticket purchaser will receive a refund equal to the original ticket purchase amount less the Pelago service fee and the refund processing fee. If you wish that your guests receive a full refund then the Pelago fee and refund fee will be charged to you as the organizer.
If you need to postpone your event, you can change your event date from your event dashboard "Edit event" screen. In this case you are also responsible to inform your event attendees that the date of the event has changed as soon as the decision to postpone the event has been made. If the event has been postponed, the ticket purchaser may request a refund from Pelago Customer Service. The service fee is non-refundable. In addition, the ticket purchase refund processing fee is payable by the ticket purchaser. The ticket purchaser will receive a refund equal to the original ticket purchase amount less the service fee and the refund processing fee.
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