Refunds from the customer's side
This explains what your buyers experience when money goes back to them, so you can answer their questions with confidence.
Where the money goes
When you issue a refund — whether full or partial — the money is returned to the customer's original payment method, through Stripe or Mollie. There's nothing for the customer to claim or enter; it simply lands back where they paid from.
It can take a few business days to appear on their statement, depending on their bank or card provider. That delay is normal and outside your control.
When you cancel an event
If you cancel an event, all of its tickets are refunded automatically and attendees are notified by email. You don't have to refund each order by hand, and customers don't have to ask.
Note: A refund returns the ticket price to the buyer; the place is freed up and can be sold again or offered to your waitlist.
For how you, the organiser, actually issue refunds, see Refunds and cancellations.
Last updated: June 5, 2026