The template
Your event’s name, your name and your email go where the brackets are. On One Ticket, choose the same policy in your event’s Refunds settings and paste this under it: buyers see it under the option you chose before they pay.
Refund policy for [Event name]
This policy covers tickets to [Event name], run by [Organiser name].
Free ticketsTickets are free, so there’s nothing to refund. If you can’t come, let us know and we’ll cancel your booking, so someone else can have your place.
Good to knowWe run in light rain. If heat or a storm makes it unsafe, we’ll call the run off as early as we can.
QuestionsEmail us at [your email].
Why this policy suits a run club
A social run is free, so there’s nothing to refund: the policy is about the headcount. Asking runners to cancel when they can’t make it keeps the coffee order and the pace groups right, and saying what happens in bad weather answers the question before anyone asks.
What every policy includes
- A change means a full refund. If you change the date, start time or place after people have booked, each of them can refund in full from their ticket, booking fee included, until it starts, whatever your policy says.
- Your refunds include the booking fee. When you refund an order from Orders, the whole amount goes back to the card, booking fee included. A buyer’s own refund under your policy returns the ticket price, and the booking fee stays.
- Cancelling doesn’t refund by itself. If you cancel, refund each order from Orders.
- New organisers’ money waits. Until your first paid event has gone cleanly, ticket money is paid out two days after each event, and an open refund request holds it for longer.
- Buyers see it first. The policy you choose in the event’s settings is shown on the event page and at checkout before anyone pays, with your own written policy under it when you paste one in.
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Common questions
- Does a free run club need a refund policy?
- Not for money: a free ticket has nothing to refund. It still helps to say how to cancel and what happens in bad weather, so the numbers you plan for are real.
- Can people cancel a free booking themselves?
- Not from the ticket: refunds from the ticket are for paid orders. Ask them to let you know, then cancel the booking from Orders, which frees the place for someone else.
- What if I cancel a free event?
- There’s nothing to refund. Cancel each booking from Orders: the person who booked is emailed, and their ticket stops working.