What to Do if the Event is Rescheduled
Notify Relevant Parties:
First, inform Liveto's contact person or email customer service at asiakaspalvelu@liveto.io about the rescheduling.
Also notify other event partners.
Update Event Details:
Update the new date, correct sales times, and plan any new ticket campaigns in Liveto's management system.
Tickets already purchased will remain valid for the rescheduled event and do not need to be exchanged.
Inform Customers:
It is the event organizer's responsibility to inform customers about the rescheduling. Use both social media and email for communication. You can find the email addresses of ticket buyers in Liveto's management under the "Tilaajaraportti" (Customer Report).
Refund Process for Rescheduled Events:
Customers have the right to request a refund for their tickets. The refund process is as follows:
The event organizer should instruct customers in their communication to contact Liveto’s customer service (asiakaspalvelu@liveto.io) if they wish to request a refund. Customers need to provide the email address used for the order and the order number. No bank account number is needed.
Set a deadline for refunds after which no more refunds will be processed. Communicate this deadline to customers and Liveto’s contact person.
Liveto will process refunds automatically through the payment service Paytrail, and may ask for the customer’s bank account number if they cannot process the refund directly. If the tickets include a service fee, the service fee portion will be deducted from the refunded amount.
After the refund, the customer’s order will be deleted and their ticket will be canceled.
Liveto will charge the organizer for refund processing costs, which is €1.00 + VAT per refunded item.
If interim settlements have been made to the organizer, the organizer must return the settled funds to Liveto within 5 business days of the cancellation notice.