Instructions for Event Cancellation
First, notify your designated Liveto contact person or use the management chat to inform them about the event cancellation. Also notify all other event partners.
In the Liveto management system, add “CANCELLED” to the end of the event name and provide further information in the event description. Remove tickets from sale by scheduling their sales period to end.
It is the event organizer’s responsibility to inform customers about the event cancellation. Use both social media and email communication. You can find the email addresses of ticket buyers in the Liveto management system under the Order Report.
If the event is cancelled, all ticket purchases must be refunded. The refund process is as follows:
The event organizer must inform customers about the refund process: Liveto will automatically refund all ticket buyers, withholding any applicable service fees from the refunded amount. No action is required from the customer.
Refunds are processed through the Paytrail payment service, which may request the customer’s bank account number if the refund cannot be made directly.
Liveto can also refund tickets paid via Epassi or invoice. For tickets purchased with Smartum, the event organizer must compensate the refund, e.g., with a gift card. Liveto will inform the organizer of any exceptional cases.
After the refunds are processed, Liveto charges the organizer a refund fee of €1.00 + VAT per refunded product.
If interim settlements have been made to the organizer, the organizer must return the settled funds to Liveto no later than 5 business days after the cancellation notice.
What to Do If a Performer Is Replaced
If a performer cancels and is replaced with another performer, and you want the previously purchased tickets to remain valid, proceed as follows:
First, notify your designated Liveto contact person or use the management chat to inform them about the change. Also inform all other event partners.
Update the event name, image, description, and ticket details in the Liveto management system as needed. No other changes are necessary.
Communicate this change to all customers who have already purchased tickets. You can retrieve their email addresses from the Order Report in Liveto.
If the event’s content changes significantly, customers have the right to request a refund for their tickets. The refund process is as follows:
The event organizer instructs customers to fill out Liveto’s refund form: https://events.liveto.io/refund_request if they wish to receive a refund. The customer must provide the email address used for the order and the order number. A bank account number is not required.
It is recommended to set a deadline for refunds, after which no more refunds will be processed. Inform both customers and your Liveto contact of this deadline.
Liveto will automatically refund the tickets via Paytrail and may request the customer’s bank account number if necessary. If tickets include a service fee, that portion will be withheld from the refund.
Liveto can also refund tickets paid via Epassi or invoice. Tickets purchased with Smartum must be refunded by the event organizer, for example with a gift card. Liveto will inform the organizer of any exceptional cases.
After the refund, the customer’s order is deleted, and their ticket is invalidated.
After refunds are processed, Liveto charges the organizer a refund fee of €1.00 + VAT per refunded product.
If interim settlements have been made to the organizer, the organizer must return the settled funds to Liveto no later than 5 business days after the cancellation notice.