Short answer
You choose what comes back when a guest cancels, and guests see it before they pay. If you cancel the event, everyone who paid gets all of it back. If a guest disputes a charge with their bank, a person here looks at it, and nothing is decided against you automatically. Anything you end up owing comes out of future earnings, never your bank account.
Set your refund terms
When you create a paid event, the if plans change. step asks:
- if someone cancels, what comes back: nothing back, half back, all of it, or decide later.
- until when: up to the start, a day before, two days before, or a week before.
A paid event cannot be published until you choose. nothing back is a real choice; decide later only means not yet. Guests see your terms on the event page and at checkout before they pay.
Once anyone has paid, you can only make the terms more generous. You cannot lower the amount or move the deadline earlier.
When a guest cancels
The guest sees what your terms return before they confirm, and that amount is refunded to them automatically. Refunded money is not yours to keep, and Your earnings lists it under Returned to guests.
If you want to refund a guest more than your terms allow, contact support. You cannot issue a refund yourself in the app.
When you remove someone
If you remove someone from a paid event, what remains of their payment is refunded to them automatically. The door screen asks Remove followed by their name, and records your name and reason.
When you cancel the event
On Call it off, anybody who paid gets all of it back, always, whatever your refund terms say. You cannot undo a cancellation. See the related article on cancelling an event.
Refunds after you were paid
If a refund happens after the money was already transferred to you, the amount is recovered from what you earn next. Your earnings shows You owe nCommunity and the amount, with a breakdown. We never charge your bank account or your card for it.
Disputes and chargebacks
A guest can dispute a charge with their bank. When that happens:
- The payment appears under In question on Your earnings, with the note that nothing has been decided.
- Disputed payments lists each dispute with its state: Open, Resolved in our favour, Decided for the cardholder or Withdrawn.
Separately, a person here decides whether the dispute came from your event. Your earnings shows that decision:
- No decision yet: nothing is recorded against you.
- Nobody could decide: nothing is held back for it.
- Put down to your event: it comes out of what you earn next.
- Ours, not yours: nothing is held back from you.
- Treated as fraud against the buyer: not a finding about you.
A bank deciding for the cardholder is not the same as the dispute being your fault. Only a separate decision by a person can put a loss down to your event. If you think that decision is wrong, contact us and a person will look again.
Get help
Open a support case in the app: on the You tab, tap Settings, then Help and legal, then Contact support, then New case, and choose Earnings or payout. In Studio, use Get payment help on Earnings. You can also use the contact page.
Still need help?
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