Your refund policy is set one event at a time, so a big ticketed night and a free workshop can have different rules. You set it once, and buyers see it before they purchase.
Where do I set it?
Open your event and go to Settings › Payments & Refunds. The Refunds tab is the first one.
What can I choose?
Refund Type. Choose No refunds allowed or Refunds allowed until a certain date.
Refund End Date. If refunds are allowed until a date, set the last day buyers can get one.
Refund Amount Type and Partial Refund Amount. Choose Percentage or Amount, then enter how much buyers get back. Enter 100 percent for a full refund, or a smaller percentage or dollar amount for a partial one.
Refund Policy. Write the policy buyers will read. You can use bold, italics, lists, and links.
Select Save Changes when you're done.
What should my policy text say?
Say it the way you'd say it to a friend. Cover the deadline, what happens after it, and who to talk to if something goes wrong. Here is a starting point you can adapt.
Full refunds are available up to 14 days before the show. After that, tickets aren't refundable, but they can always be transferred, so send yours to a friend. If we cancel or move the show and the new date doesn't work for you, you'll get a full refund automatically.
What happens to fees when someone gets a refund?
It depends on why the refund happens. If you cancel the event, fees are refunded along with the ticket price. If an attendee asks for a refund, the ticket price comes back but fees are not refunded. It's worth saying so in your policy text so nobody is surprised.
What if I cancel the event?
Cancelling an event refunds every order in full and emails every buyer, whatever your policy says. You'll find that under Settings › Event lifecycle.
How do refund requests work?
Buyers request a refund from their account, and you approve or decline it. See How do I request a refund? for the buyer's side and Refunding a ticket for yours.