What to Do if the Event is Rescheduled
First, notify your designated Liveto contact person or use the management chat to inform them about the event postponement. Also inform other partners involved in the event.
Update the new event date, correct sales times, and replan any ticket campaigns in the Liveto management system. Tickets that have already been purchased will remain valid for the rescheduled event and do not need to be exchanged.
It is the event organizer’s responsibility to inform customers about the event being rescheduled. Use both social media and email in your communications. You can find the email addresses of ticket buyers in the Liveto management system under the Order Report.
It is recommended to set a deadline for refunds, after which refunds will no longer be issued. Inform this deadline to customers as well as to your Liveto contact.
When an event is rescheduled, customers have the right to request a refund for their tickets. The refund process is as follows:
The event organizer instructs customers in their communication to fill out a refund form if they wish to receive a refund.
Liveto automatically processes ticket refunds through the Paytrail payment service and will request the customer's bank account number if a direct refund is not possible.
Liveto can also refund tickets paid with Epassi or invoice. For tickets purchased with Smartum, the event organizer must provide compensation, such as a gift card. Liveto will inform the organizer about any exceptional cases.
If the tickets include a service fee, handling charge, or payment method surcharge, those amounts will be withheld from the refund.
After the refund, the customer’s order is deleted and their ticket is invalidated.
After refunds, Liveto will charge the organizer a refund fee of €1.00 + VAT per refunded product.
If any interim settlements have been made to the event organizer and there are not enough funds for refunds, the organizer must return the settled funds to Liveto no later than the next business day after the cancellation notice.