How do I create a Cancellation Policy?

Please note:

• If you create multiple cancellation policies, they may sometimes clash. In such cases, the policy that provides the greater refund amount will be applied.
• Refunds cannot be issued until initial payment is settled, which can take up to 24 hours. Once refunds are processed it can take a few business days to reflect in the attendee's account.

In getregistered®, we provide multiple cancellation options, including the option for you to create your own Cancellation Policy for your event(s). Each event can have at least one cancellation policy, with the ability for you to choose a refund amount/fixed fee on cancellation, and also set a policy deadline to prevent registration cancellations by attendees after a specified date.

To begin managing your cancellation options for your event, follow the steps provided below:

1. Click on Edit Event from your event dashboard:

2. Click on the Advanced tab on your settings page - you will see the Attendee Cancellation Options displayed at the top of the tab:

3. You will see that there are three Cancellation Options available in the Attendee Cancellation Options section:
   1. None: when selected, attendees will see no option to cancel their registration once registered, only admins can cancel an attendee registration.
   2. Unrestricted: when selected, any attendees can cancel their own registration without any limitations. No refunds will be issued automatically on cancellation.
   3. Policy Based: when selected, any attendees can cancel their own registration based on custom Cancellation Policy rules. If you have no custom cancellation policies created for your event, this option will show as disabled - to activate this option, you must have 'Fee & Payments Enabled' toggled in your 'Payments' area of your Event Settings, and a 'Custom Support Email Address' must also be added.
4. To begin creating a custom Cancellation Policy for your event, scroll further down the page and add a 'Customer Support Email Address' for attendee inquires. This will appear in the footer of your event site and registration form as well as attendee cancellation pages.

3. Once you have saved your 'Customer Support Email Address', you will now see the 'Policy Based' cancellation option is enabled. Select the option and then save your changes to activate this choice for your event. Following this, click on the 'Cancellation Policies' link to begin creating a new 'Cancellation Policy'

6. Next, click on the 'New Cancellation Policy' button to continue

6. Now you can begin to create your 'Cancellation Policy'. You will see at the top of the page that 'Policy Enabled' is selected by default - if you do not wish your cancellation policy to be active until a specific time, ensure you de-select this option before saving. You can easily return an re-activate this when editing at a later date. When you are happy to proceed, you have the following options available to you:
   1. Name - this will be the name of your Cancellation Policy. This is a mandatory field, and must be at least 8 characters long.
   2. Policy Details - this area allows you to add information you want the attendee to know about your cancellation policy. Policy details will be displayed at the attendee's point of cancellation - this is a mandatory field, and must be at least 20 characters long.
   3. Policy Deadline - this field allows you to set the date and time by which the attendee must cancel to receive any refund. This is a mandatory field.
   4. Refund Type - allows you to set the type of refund that will be issued to the cancelling attendee, refunds will be automatically processed by getregistered®. This is a mandatory option, and an 'Amount'/'Percentage' must be added to the additional field in this section.
      1. Percentage: ie 20% of the total registration fee is refunded
      2. Fixed Fee: charged to the attendee/customer  
      3. Fixed Refund: issued to the attendee/customer
   5. Track Type - allows you to select a specific registration track that the cancellation policy will be applied to. This is an optional field, and the default selection is 'None'.
      1. None: the cancellation policy is available to all tracks
      2. Matches Track: select the track type the policy is written for
      3. Matches Admission Type: select the admission type the policy is written for

7. When you are ready to proceed, click on the green 'Save Policy' button at the bottom of the page.

8. Once you have saved your policy, it will be listed on the Cancellation Policies page and can be edited or deleted at any time. To edit or delete a policy, click on the 3 dots displayed at the end of the row for the policy you wish to amend and select the appropriate action.