What to Do if the Event is Cancelled
Notify Relevant Parties:
First, inform Liveto's contact person or email customer service at asiakaspalvelu@liveto.io about the cancellation.
Also notify other event partners.
Update Event Information:
Add "CANCELLED" to the event name in Liveto’s management system and update the event description accordingly. Remove the tickets from sale by ending their sales period.
Inform Customers:
It is the event organizer's responsibility to inform customers about the cancellation. 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 Cancelled Events:
Customers are entitled to 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.
Liveto will automatically process refunds to all ticket buyers, deducting any applicable service fees from the refunded amount. Customers do not need to take any action. Refunds will be processed through the payment service Paytrail, which may ask for the customer’s bank account number if they cannot process the refund directly.
After the refunds are processed, Liveto will charge the organizer for the 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.
What to Do if the Event Has a Replacement Performer
If your event’s performer cancels and is replaced by another performer, and you want the purchased tickets to remain valid for the event, follow these steps:
Notify Relevant Parties:
Inform Liveto's contact person or email customer service at asiakaspalvelu@liveto.io and other event partners about the change.
Update Event Details:
Update the event name, image, description, and ticket information with the new details. No other changes are required.
Inform Customers:
Notify customers of the changes. You can find the email addresses of ticket buyers in Liveto’s management under the "Tilaajaraportti" (Customer Report).
Refund Process for Major Changes:
If the event’s content changes significantly, customers have the right to request a refund. 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 automatically process refunds 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 refunds are processed, Liveto will charge the organizer for the 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.