Event Cancelled or Postponed: Your Tickets and Refund

The event organizer runs the event and sets its refund and cancellation policy. SimpleTix is the ticketing platform the organizer uses to sell tickets. When an event is cancelled or moved, the organizer decides what happens to your tickets, and SimpleTix cannot issue a refund for their event without their consent.

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Check Your Email First

Organizers who cancel or reschedule an event time in SimpleTix can email everyone with tickets, and may also send a text message. Look for a message about your event, and check your spam or junk folder. The email may come from SimpleTix rather than from the organizer’s own address. If you get a message, it tells you what the organizer chose: If you have not received a message, the organizer may not have decided yet. See If You Have Not Heard Anything.

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Request a Refund

If the organizer allows refund requests for your order, you can ask for one yourself:

1. In your confirmation email, under Manage Your Order, select Open the Order Management Center.
2. If asked to verify, select Send Verification Code and enter the code sent to the email address used for the order. You do not need an account.
3. Select Request Refund, choose the tickets, pick a reason, and submit the request.

A request is not an automatic refund. The organizer reviews it and decides whether to refund and how much, including whether fees are returned. Check Manage Your Order for the decision; the organizer usually emails it to you as well. The organizer may offer a new date or time instead of a refund. Once a refund is issued, your bank or payment provider controls when the credit appears. For the full steps, see Request a Refund. If Request Refund is greyed out, the message under it explains why. For example, refund requests may not be enabled for this event, or the order may already be refunded. Free orders do not have this option. Contact the organizer directly.

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The Event Was Postponed

You can often keep your tickets when an event is postponed.

• If your tickets were moved to the new date, they stay valid for the new date.
• To pick a different available time yourself, use Change Event Time in Manage Your Order, if it is offered.
• If you cannot attend the new date, request a refund in Manage Your Order if the option is shown, or contact the organizer.

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If You Have Not Heard Anything

1. Check the event page and the organizer’s website or social media for an announcement.
2. If you no longer have your confirmation email, follow How to Retrieve Lost Tickets.
3. Contact the organizer. After you open your order in Manage Your Order, use Contact the Organizer. You can also reply to your order email or use the contact details on the event page. Include your order number and the email address used at checkout.

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Refund Timing

If the organizer has confirmed your refund and you still do not see it, contact your bank or card provider with the refund date and amount.

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Still Need Help?

If you cannot reach the organizer, email SimpleTix Support with the event name, the event date, and your order number. Support cannot approve a refund for an organizer’s event.