When an event is cancelled or rescheduled, CloudJoi offers two refund pathways:
You can either let CloudJoi handle it, or choose to manage refunds yourself.
🧾 1. CloudJoi-Handled Refund (Default)
By default, CloudJoi will manage the refund process for all affected ticket holders.
What this means:
-
CloudJoi sends the refund announcement email
-
Patrons who paid by credit card will be refunded automatically
-
Patrons who paid via online banking will be asked to fill in a refund request form
-
Refunds are processed within CloudJoi’s standard timeline (approx. 30 days)
Fees:
-
A refund service fee applies (based on your organiser rate plan)
-
The original service fee still applies, even for refunded orders
-
Handling fees paid by the patron (e.g. ticketing/transaction fees) are usually non-refundable
🤝 2. Organiser-Handled Refund (Optional)
If you'd prefer to manage your own refunds — especially for offline tickets or cash sales — you can opt out of CloudJoi's refund flow.
What this means:
-
You’ll contact your patrons directly
-
No refund fees will be charged by CloudJoi
-
CloudJoi will continue to generate your settlement as usual
-
You can export a CSV list of all refund requests (with bank details) via the Export tab
🧾 This option is also used when CloudJoi has already transferred the settlement to you and cannot refund directly.
💬 Can I partially refund just some ticket holders?
Yes. CloudJoi supports:
-
Partial refunds for multi-day events (e.g. only Sunday cancelled)
-
Refunds for rescheduled shows (holding the amount until new date is set)