Cancel or postpone an event

Are you a participant? Find out about the ticket refund policy in the participant help center.

For organizers:

When an event has to becanceled or postponed, the organizer must contact 3cket and follow the steps below to start the process.

How to request cancellation or postponement

  1. Send email to support@3cket.com

    • Use the email address—of a super administrator—associated with the 3cket account.
    • The request must be madebefore the event begins.

  2. Include the following information in the email

  • SMS copy (required)
    • Short message to notify participants
    • Maximum 100 characters
    • Example:"Event X has been canceled. Click here to request a refund (ticket link)."
  • SMS sender (required)
    • Name that appears as the sender of the SMS
    • Maximum 10 characters
    • Example:"3CKET"
  • Detailed announcement (optional)
    • More detailed text that appears directly on the digital ticket
    • No character limit
    • You may include additional context about the situation.
    • Example:Explanation of the reason, information about refunds, contacts, etc.

What happens after the order

  1. The request is processed and refunds are authorized.
  2. Participants receive anSMSwith the notification.
  3. The event changes to"Canceled"status in the back office.
  4. Each participant must submit their refund request directly at digital ticket, indicating:
    • International Bank Account Number
    • Account holder name

Event postponed

In the case ofpostponement(rather than cancellation), the process is identical, with the following difference:

  • The digital ticket includes an additional option for participantsto keep their ticketsfor the new date.
  • Participants can choose between:
    • Keep your ticket (if you accept the new date)
    • Request a return

⚠️ Important information

  1. The request for cancellation/postponement must be madebefore the start of the event.
  2. Participants submit refund requests directly on the digital ticket.
  3. After the participant submits the request, the estimated maximum refund period is 7 business days.
  4. Operating costs are non-refundable, as stated in theterms and conditions.