Has a participant purchased a paid entry ticket and then canceled their registration? The entry ticket will become invalid. The amount paid will not be refunded automatically.
What happens when a participant cancels their registration?
Participants can cancel their registration using the cancellation link in their registration confirmation.
After cancellation, the entry ticket is deactivated and can no longer be used. If the e-ticket is scanned at the event, the Check-in app will indicate that the ticket is invalid.
Please note: Canceling a registration and issuing a refund are two separate actions. Canceling a registration does not automatically trigger a refund.
Refunding the amount paid
Your organization determines whether a participant is eligible for a refund based on its own cancellation policy.
Do you want to refund the amount paid? You must request the refund separately through the payment provider used for the original payment.
For instructions and important information, read the article Requesting a refund.
Service fees and transaction fees
When a refund is issued, the Momice service fee and the payment provider's transaction fees are not refunded. Your organization remains responsible for these costs.
The participant receives the refund amount according to the refund request, but the original service fee and transaction fees are not returned to your organization.
Payments through Adyen or Mollie
Refunds are processed through the payment provider that handled the original payment:
Payment processed through Adyen: The refund is handled through Adyen.
Payment processed through Mollie: The refund is handled through Mollie.
This also applies if your Momice account switched from Adyen to Mollie after the original payment was made.