Setting Up Your Refund Policy | Planadar Help

Setting Up Your Refund Policy

Go to Event Console → Sales & Registrations → Registration Settings → Refund Policy.

The Three Settings

Are tickets refundable? (required) — Choose Refundable or Non-refundable. This is shown to attendees before they buy, and it's what actually determines whether cancelling a paid ticket issues a refund (see below).
Refund & Cancellation Policy Details — Free text describing your terms: deadlines, fees, how to request a refund, anything attendees should know. Shown alongside the ticket tiers on your event page.
Require Policy Acceptance — When on, attendees must tick a box accepting your policy before they can complete a purchase.

How Refunds Happen

Automatically, in the common case: when an attendee cancels their own paid ticket from My Profile → Tickets, and your event is set to Refundable, Planadar issues a full refund to their original payment method via Stripe immediately — no action needed from you. If your event is Non-refundable, cancelling removes their ticket but no refund is issued.

You get an email and in-app notification either way, so you always know when someone cancels and whether a refund went out.

Cancelling Someone's Ticket Yourself

The Cancel Registration action on the Registrations list (Event Console → Sales & Registrations → Registrations) works the same way as the attendee's own cancellation: it follows your Refund Policy setting (refunds automatically if the event is Refundable, no refund if Non-refundable), emails the attendee either way, and can't be used on a ticket that's already checked in.

Refunding Without Cancelling the Registration

If you want to refund someone's payment but keep their registration active (e.g. a partial refund, or a goodwill refund on a non-refundable event), use Organizer Admin → Revenue, find their transaction, and click Refund. This issues a Stripe refund for any amount up to what they paid — it does not remove their registration or ticket, only settles the payment.