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Cancelling an Event

How to cancel an event and handle attendee notifications and refunds

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Cancelling an Event

Sometimes events can't go ahead. Whether due to low registrations, unforeseen circumstances, or venue issues, Launchpad helps you cancel properly and communicate with your attendees.

Before you cancel

Consider alternatives

Before cancelling, think about:

  • Postpone — could you reschedule instead?

  • Move online — could it work virtually?

  • Reduce capacity — can you run a smaller version?

  • Merge events — combine with another event?

Review implications

Cancelling affects:

  • All registered attendees

  • Any paid tickets (refunds needed)

  • Your reputation (handle it well)

  • Future similar events

How to cancel an event

  • Go to Events Management

  • Find and open your event

  • Click Cancel Event or Event Settings

  • Select Cancel Event

  • Choose notification options

  • Confirm the cancellation

Cancellation options

When cancelling, you can:

  • Notify attendees — send cancellation email (recommended)

  • Include message — add a personal explanation

  • Handle refunds — initiate refund process

Notifying attendees

Automatic notification

When you cancel with notifications enabled:

  • All registered attendees receive an email

  • Email includes cancellation notice

  • Your custom message is included

  • Refund information is mentioned (if applicable)

What the notification includes

  • Clear statement that the event is cancelled

  • Your custom message explaining why

  • Next steps (refunds, alternatives)

  • Contact information for questions

Sample cancellation message

We regret to inform you that [Event Name] scheduled for [Date] has been cancelled.[Your explanation — be honest and apologetic]For those who purchased tickets, a full refund will be processed within 5-10 business days.We apologise for any inconvenience and hope to see you at a future event.If you have any questions, please contact us at [email/phone].

Handling refunds

For paid events

When you cancel a paid event:

  • Review all paid registrations

  • Process refunds through your payment provider (Stripe)

  • Refunds typically take 5-10 business days

  • Keep records of all refunds processed

Refund options

  • Full refund — return the entire ticket price

  • Partial refund — return some amount (for partial events)

  • Credit — offer credit toward future events

Processing refunds

  • Go to your Stripe dashboard

  • Find the relevant transactions

  • Issue refunds for each payment

  • Or use bulk refund if available

Communicating about refunds

Be clear about:

  • How much they'll receive

  • When to expect the refund

  • How it will appear on their statement

  • Who to contact if it doesn't arrive

After cancellation

Event status

After cancelling:

  • Event is marked as "Cancelled"

  • It no longer appears in public listings

  • Registrations are preserved for records

  • You can still access attendee information

What attendees see

  • Their registration shows as cancelled

  • They cannot register again

  • Calendar invites should be removed

  • Ticket QR codes become invalid

Postponing instead

If you're moving the event to a new date:

Option 1: Update existing event

  • Edit the event

  • Change the date

  • Notify attendees of the change

  • Existing registrations transfer to new date

Option 2: Cancel and create new

  • Cancel the original event

  • Create a new event for the new date

  • Invite original attendees to re-register

  • Consider offering priority or discount

Pros and cons

Updating existing:

  • Simpler for attendees

  • Keeps registration data

  • But some may not be able to attend new date

Cancel and recreate:

  • Confirms who can attend new date

  • Fresh start

  • But requires re-registration

Partial cancellation

If you need to reduce capacity:

  • Don't cancel the whole event

  • Contact specific registrants

  • Offer refunds or alternatives

  • Update event capacity

Choose who to contact based on:

  • Registration order (first in, first served)

  • Ticket type (keep VIPs, reduce general)

  • Other fair criteria

Low registration handling

If you might cancel due to low numbers:

Set expectations early

In your event description, state:

  • Minimum numbers required

  • When you'll decide if it goes ahead

  • What happens if cancelled

Decision timeline

  • Set a "go/no-go" date (e.g., 1 week before)

  • Review registrations at that point

  • Decide: proceed, postpone, or cancel

  • Communicate promptly

Communicating uncertainty

If unsure whether event will proceed:

  • Email registrants about the situation

  • Give a date when you'll confirm

  • Offer refunds for those who can't wait

Documentation

Keep records of:

  • Original event details

  • All registrations

  • Cancellation date and reason

  • Attendee notifications sent

  • Refunds processed

  • Any complaints or issues

This helps with:

  • Financial records

  • Future planning

  • Handling disputes

Learning from cancellations

After cancelling, reflect on:

  • What caused the cancellation?

  • Could it have been prevented?

  • How did attendees respond?

  • What would you do differently?

Use insights to improve future events.

Tips for handling cancellations well

  • Decide quickly — don't leave people uncertain

  • Communicate promptly — tell attendees as soon as you know

  • Be honest — explain the real reason

  • Apologise genuinely — acknowledge the inconvenience

  • Process refunds fast — don't make people chase you

  • Offer alternatives — future events, rescheduled dates

  • Follow up — check refunds arrived, answer questions

What's next?

After cancelling:

Cancellations are disappointing, but handling them professionally builds trust with your community for next time.

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