If you have to cancel an event (e.g., due to illness), Cluby will handle the ticket refund process on your behalf.
What the event organiser must do to process ticket refunds:
Notify Cluby of the cancellation: immediately send an email to Cluby Customer Service at support@cluby.com.
In the email, state exactly which event is cancelled and request that the ticket money be refunded to customers.
Communicate to customers immediately: It is important for you to communicate the cancellation to your customers immediately to avoid disappointment. Use Cluby's push notification feature and your own channels (e.g., social media or website) for this.
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 the 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: Upon receiving the notification, Cluby will process the 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.