This guide covers two scenarios: when an event is postponed to a new date and when it is cancelled entirely. Cluby handles any required refunds on your behalf — your job is to communicate the change to your customers.
If your event is postponed to a new date
Tickets are always tied to the event you created in Partner Hub. When you change the event date (for example, from July to September), tickets automatically follow the new date — the ticket purchase details stay the same, only the event date updates. Customers don't need to do anything.
Here's what to do:
Update the event date in Partner Hub.
Communicate the change to customers immediately — use Cluby's push notification feature and your own channels (e.g., social media, email).
Update the event description in Partner Hub: clearly write POSTPONED to new date [date] so the change is visible in the Cluby app as well.
💡 If the new date doesn't suit a customer: we can refund the ticket price on a case-by-case basis. No advance setup is needed for this — just direct the customer to contact support@cluby.com, and we'll handle the refund.
If your event is cancelled entirely
If you have to cancel an event (e.g., due to illness), Cluby will handle the ticket refund process on your behalf.
Here's what to do:
Notify Cluby of the cancellation: Send an email to Cluby Customer Service at support@cluby.com, stating exactly which event is cancelled and requesting that the ticket money be refunded to customers.
Communicate to customers immediately: It is important to communicate the cancellation to your customers right away to avoid disappointment. Use Cluby's push notification feature and your own channels (e.g., social media or website).
Update the event description in Cluby Partner Hub: Do not hide the cancelled event. If you hide the event, customers' purchased tickets will disappear from the Cluby app, which causes confusion.
Edit the event description in Partner Hub
Clearly write CANCELLED in the description and state that the ticket price will be automatically refunded to customers, and they do not need to take any action
Cluby handles the refund: Once we receive your notification, Cluby will process refunds for all customers who purchased tickets through Cluby.
Refund timeline
Refund processing time: The funds typically appear in the customer's bank account within 2–5 working days of the refund being processed.
Note! This timeframe always depends on the customer's bank, and we cannot influence it.