In the unfortunate situation where you must cancel your event, you can do so by contacting our Customer Support team at [email protected]
Note that cancelling a paid event for which you have already sold tickets will incur refund processing costs.
Please refer to below for the detailed steps to cancel your paid event:
a) inform all ticket purchasers as soon as the decision to cancel the event has been made
b) disable all ticket types associated with this event on the Pelago app. 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".
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 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.