> ## Documentation Index
> Fetch the complete documentation index at: https://help.simpletix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Event Cancelled or Postponed: Your Tickets and Refund

> What happens to your tickets when an organizer cancels or reschedules an event, and how to ask the organizer for a refund or a new time.

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.

## 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:

| What the organizer chose | What you need to do |
| - | - |
| **Your tickets were moved to a new date or time** | Nothing. Your existing tickets now show the new date and time. Open **Manage Your Order** to check them. |
| **You are asked to choose a new time** | Use the link in the email to pick one of the available times, and finish the change. A new time is not reserved until you complete it. |
| **Your order was refunded to a gift card** | Keep the email. It normally includes the gift card number and amount, which you can use toward a future event from the same organizer, on their ticket page. Contact the organizer with any questions about the gift card. |
| **Your order was refunded** | Nothing. Refunds normally go back to the payment method you used. Your bank or payment provider controls when the credit appears. To check your order, open **Manage Your Order**. |

If you have not received a message, the organizer may not have decided yet. See [If You Have Not Heard Anything](#if-you-have-not-heard-anything).

## 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](https://help.simpletix.com/docs/ticket-buyer-help/manage-your-order.md#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.

## 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](https://help.simpletix.com/docs/ticket-buyer-help/manage-your-order.md#change-your-date-or-time), 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.

## 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](https://help.simpletix.com/docs/ticket-buyer-help/find-tickets.md).
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.

## 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.

## Still Need Help?

If you cannot reach the organizer, email [SimpleTix Support](mailto:support@simpletix.com) with the event name, the event date, and your order number. Support cannot approve a refund for an organizer's event.

> [card] [Manage Your Order](https://help.simpletix.com/docs/ticket-buyer-help/manage-your-order.md)
>
> Request a refund, change your time, or contact the organizer.

> [card] [Do I Need an Account?](https://help.simpletix.com/docs/ticket-buyer-help/do-i-need-an-account.md)
>
> See your tickets without a password, reset a password, and get help from the organizer.


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