Event cancellation guide
Cancelling an event is one of the harder things an event organiser has to do – but how you handle it matters as much as the decision itself. This guide walks through the full process: when to cancel, how to communicate clearly with your attendees, managing refunds, rescheduling considerations, and your obligations to suppliers and contractors.
When should I cancel my event?
The hardest part is often making the call. Organisers tend to hold on too long, hoping circumstances will change – but a last-minute cancellation is almost always worse than an early one. The further ahead you act, the more time your attendees have to adjust and the more goodwill you preserve.
Common reasons events are cancelled include:
- Extreme weather or natural disaster – particularly relevant for outdoor events; if your venue is at risk, don’t wait for confirmation
- Venue unavailability – structural issues, permit problems, a competing booking that takes priority
- Key person unavailability – illness or emergency affecting a headline act, keynote speaker, or essential organising team member
- Insufficient ticket sales – financially unviable to proceed; the earlier you act, the smaller your losses
- Government restrictions or emergency orders – public safety declarations, health directives, or permit revocations
- Venue or supplier failure – a key contractor collapses, your caterer pulls out, your AV supplier can’t deliver
The threshold for cancellation should be proportionate to the type of event. A small community gathering can often be reshuffled on short notice. A large festival or conference with thousands of attendees, non-refundable supplier deposits, and interstate guests warrants much more careful deliberation.
Ask yourself: if the event proceeds in its current form, are you confident it will be safe and deliver the experience your attendees are expecting? If the honest answer is no, cancellation is usually the right call.
What should I check in my contracts before cancelling?
Before you notify anyone, review your contracts. Your venue agreement, supplier contracts, and performers’ riders will specify:
- What constitutes a cancellation under the terms of the agreement
- Notice periods required to avoid penalty
- What deposits or payments are forfeited on cancellation
- Force majeure clauses – provisions that may excuse performance if cancellation results from circumstances genuinely outside your control (weather events, government directives, etc.)
Document everything. If you’re relying on a force majeure clause, you’ll need to be able to demonstrate that the triggering event meets the clause’s definition. Get legal advice if the contractual exposure is significant.
Contact your suppliers before you make a public announcement. Some may be able to negotiate, offer credit for a future event, or confirm the force majeure position before you commit to cancellation. You don’t want to announce a cancellation publicly before you’ve worked through the supplier implications.
Should I check my event insurance before cancelling?
If you have event cancellation insurance, contact your insurer as soon as you’re considering cancellation. Your policy will specify:
- What circumstances are covered
- Notice requirements for making a claim
- What documentation you’ll need to provide
- Whether postponement is treated differently to full cancellation
Don’t delay contacting your insurer – late notification can affect your ability to claim. See the event insurance guide for more detail on what cancellation cover typically includes and excludes.
How do I communicate an event cancellation to attendees?
Clear, prompt communication is the most important thing you can do once the decision is made. Attendees who hear about a cancellation from you – before they hear it from anyone else – are far more forgiving than those who find out via social media or rumour.
What to communicate
Your cancellation message should cover:
- The facts – what’s been cancelled, when it was due to take place, and the date of this communication
- The reason – be honest and specific where you can. “We’ve had to cancel due to [reason]” is more credible than vague language
- The refund position – clearly state whether refunds are available, the process for requesting them, and the timeframe
- What happens next – whether you’re rescheduling, whether you’ll be in touch again, or whether this is a final communication
- Who to contact – a direct email address or support channel for questions
How to communicate
Email is the primary channel for event cancellations – it creates a record and reaches attendees directly. Send to all ticket holders as soon as the decision is final.
Don’t rely solely on social media. Not all of your attendees follow your pages or will see a post in time. Social media posts are useful to reinforce the message and reach people who might share the event, but they shouldn’t be the primary notification.
If your event is time-sensitive (cancellation due to an event happening the same day or tomorrow), phone calls or SMS may be appropriate for reaching attendees quickly.
Sample cancellation email
Subject: Important update – [Event name] has been cancelled
Dear [first name / attendees],
We’re writing to let you know that [Event name], scheduled for [date] at [venue], has been cancelled.
[Brief, honest explanation of why – one or two sentences.]
We understand this is disappointing, and we’re sorry for the disruption to your plans.
Refunds [Full refunds are available / Refunds are available for ticketed attendees.]Explain the process – e.g., “Refunds will be processed automatically to your original payment method within 5–10 business days” or “Please contact us at [email] to request a refund.“]
If you have any questions, please contact us at [email address].
Thank you for your support.
[Your name][Organisation]
Keep the tone warm but straightforward. Avoid over-apologising or padding the message with reassurances that feel hollow. Attendees want the facts and they want to know what happens to their money.
How do I process refunds after cancelling an event?
Your refund approach will depend on your ticketing setup, your terms and conditions, and the nature of the cancellation.
If you sold tickets through TryBooking, you can email all ticket holders directly from your event management dashboard and process refunds through the platform. TryBooking’s event setup tools allow you to manage bulk communications to all registered attendees from one place.
Consider your position carefully before implementing a no-refund policy on cancellations outside your control. Under the Consumer Guarantees Act, consumers are generally entitled to a refund if an event is cancelled and the service can’t be delivered. A blanket “no refunds” policy in your terms doesn’t override consumer law in this context. If in doubt, seek legal advice.
Be specific about your timeframes. “We’ll process refunds within 5–10 business days” is better than “refunds will be processed in due course.”
Should I reschedule instead of cancelling?
If you’re considering rescheduling rather than cancelling outright, work through the logistics before you announce anything:
- Has the venue confirmed availability for the new date?
- Have key suppliers (performers, caterers, AV) confirmed they can transfer to the new date?
- Is the new date realistic for the majority of your attendees?
- What’s your position on refunds for attendees who can’t make the new date?
Announce the reschedule and the original cancellation together – don’t announce a cancellation and then follow up with a new date hours or days later. That creates unnecessary anxiety and generates more queries to manage.
Make it easy for attendees who can’t make the new date to get a refund. Don’t require them to contact you repeatedly – a simple process shows you respect their time.
What should I do after cancelling my event?
Once refunds are processed and attendees have been notified:
- Review your supplier contracts for any remaining obligations
- Submit any required reports or claims to your insurer
- Debrief on what led to the cancellation and what, if anything, could be done differently next time
A well-handled cancellation can actually strengthen your relationship with your audience. Attendees who were treated fairly and communicated with clearly will often come back to your next event. Those who were left chasing refunds or found out about the cancellation the hard way generally won’t.
