I imagine no one wants to deal with a cancelled event. But it can happen!
During times of crisis — the COVID-19 pandemic, for example — the majority of event professionals (87%) had to cancel their events.
Whether due to public health reasons, unexpected logistics issues, or weather factors, cancelling an event is always a delicate moment.
That’s because you need to handle a lot of red tape at that point. But you’re not alone!
We put together this guide with everything you need to know to cancel an event responsibly, transparently, and in compliance with the law. Learn more about:
- The organizer’s duties when an event is cancelled;
- How to cancel an event safely;
- What is the best way to cancel an event?
What does Brazilian law say about event cancellations?
In Brazil, event cancellations are covered by the Consumer Protection Code (CDC).
It’s clear about attendees’ rights in the case of cancelled events. Under Article 20, if the service isn’t provided as agreed, the consumer can demand:
- Re-performance of the service;
- A proportional reduction in price;
- Or an immediate, full refund of the amount paid.
In addition, the organizer must provide clear, truthful, and up-to-date information about the event, including communicating any change or cancellation immediately.
Under this law, refunds must be full and immediate, and the consumer has the right to:
- Choose a full refund of the amount paid;
- Exchange their ticket;
- Or accept the event being rescheduled, if they prefer.
Important: If the organizer refuses to issue a refund, the attendee can seek legal assistance, including small-claims court for lower amounts and faster proceedings.
What if my event wasn’t cancelled, but postponed? What should I do?
For postponed events, it’s up to the organizer to clearly inform attendees of the new arrangement.
Even so, the attendee has two options:
- Accept the new date;
- Or request a refund if they can’t attend.
This rule applies to both in-person and online events, ensuring consumers aren’t harmed by last-minute changes.
How to cancel an event safely? 7 essential steps
The work doesn’t end once the event is cancelled. After the decision, you need to act with clarity, speed, and empathy. Here’s a practical step-by-step:
1. Stop ticket sales immediately
It may seem obvious, but the first thing you need to do is prevent new purchases and confusion, even before you’ve communicated anything to anyone.
2. Notify partners and attendees
Next, it’s good practice to inform speakers, partners, and sponsors first. Show appreciation for everyone who supported your event from the start.
Also send an official, and if possible personalized, notice. Use name tags in emails to address attendees by name, and use email as your official direct communication channel.
But don’t stop there! Communicate a consistent message across all channels, such as social media and groups.
If you’d like, create message templates with the help of ChatGPT.
3. Explain the reasons for the cancellation
Be transparent, but professional. Justifying the decision helps maintain your audience’s trust.
4. Explain how refunds will be handled
Make the timeline, refund method, and contact channels clear. To avoid inconvenience, explain attendees’ rights, alternatives, and exactly how the event will comply with consumer protection law.
5. Update your official channels
Take the event website offline or update its information. Remove available tickets and active promotions.
6. Document the entire process
Keep records of communications with attendees, refund receipts, and decisions related to the cancellation. This avoids headaches down the road.
7. Be available to answer questions
If you have a team, offer a single point of contact to handle the disruption caused by the cancellation.
To make support easier, you can use chatbots such as Zendesk or HubSpot.
What is the best way to cancel an event?
It may not seem like it, but there are ways to protect yourself even from cancelled events!
Relying on a specialized platform can give your event that security.
For example, on Even3, organizers find built-in resources to handle this situation professionally and simply. Here are the main benefits:
✅ Direct notification to attendees
You can email your registrants and inform them about the cancellation in just a few clicks, directly from the Even3 platform.
✅ Automatic registration cancellation and refunds
For paid registrations within the refund window, Even3 handles everything: it processes a 100% refund and automatically cancels the registration.
If the window has already expired, you can still withdraw funds and process refunds manually.
✅ Quick event unpublishing
With a single command, the event stops being available to the public, preventing new registrations.
✅ Centralized data and control
Everything you need is in one place: attendee data, website, payments, action history, and reports. This makes it easier to resolve issues and manage the aftermath.
But even if you’re not going to cancel your event, having a structured system like Even3’s is the best way to stay prepared and organized in any scenario.
After all, cancellations don’t always happen. But have you thought about the huge check-in lines? Or lost certificates? None of that happens on Even3!
With the platform, you get complete support before, during, and even after your event — even when it doesn’t happen.