Canceling and refunding a Zoom Event

This post was most recently updated on July 22nd, 2022

It is possible for the host to cancel a live event from the Events page, in which case sessions will end immediately, and the canceled event will no longer appear on the web portal. A single/series event and a conference can both be canceled by the host.

Additionally, attendees of the event will receive an email notification that informs them that the event has been canceled along with a message that informs them that the event has been canceled. Those who paid for the canceled event will be given a full refund if the event was paid for.

Prerequisites for canceling and refunding a Zoom Event

  • Zoom desktop client
    • Windows: 5.7.6 or higher
    • macOS: 5.7.6 or higher
  • Zoom mobile client
    • iOS: 5.7.6 or higher
    • Android: 5.7.6 or higher
  • There are four types of accounts available: Professional, Business, Enterprise, and Educational
  • In order to create a paid event, you will need a Stripe or PayPal Business account
  • Licence for Zoom Events
  • There is an active cancellation policy in place

Notes:

  • There is a dependency with Windows’ Webview package for Windows platform. However, while version 5.7.6 may don’t produce any obvious problems for hosts attempting to host Zoom Events, it may result in a blank lobby experience for them.
  • It is highly recommended that hosts update to the latest Zoom desktop client/mobile application version in order to take advantage of the latest Zoom Events and Webinar features.

Ticket cancellation and refund policies

Note:

An option for attendees to cancel a ticket is available only if the host accepts cancellations for the event. A cancellation request will be accepted or denied by the host based on whether or not a ticket cancellation policy has been implemented for the event, as well as whether or not cancellation occurs outside the applicable cancellation period. Cancellation requests are not obligated to be approved by the host in any way.

A full refund will be given to the attendee in the case the host cancels the paid events for which tickets have already been sold.

Depending on how soon after the start of the event the host approves the cancellation request, an attendee will also be able to receive a full refund, which can happen within an hour of the event’s start until 14 days after the event’s finished. It is at the sole discretion of the host to decide whether to issue a refund outside of the cancellation policy. The Zoom Events Terms of Use provide that refunds cannot be requested or initiated more than 14 days after the event has ended; hence, refunds can no longer be requested or initiated after 14 days have passed since the event has ended.

During the cancellation policy period, an attendee can request a refund from the host if they are unable to attend the event. It is at the sole discretion of the host whether to provide refunds outside of the cancellation policy. Refunds for events that have already taken place may not be requested or initiated after 14 days have passed since the event ended.

Ticket purchase refunds

An attendee who paid for an event in the same currency that their credit or debit card was issued in and requested a refund, regardless of the currency used by the Host to charge for tickets, will receive a refund for the same value if the refund request is accepted.

The cost of the ticket will be returned to the purchaser if the host cancels a paid order, and the ticket will be voided if the host cancels the order. In the event that any processing fees are incurred by the host as a result of this ticket, the host will not receive any refunds. The payment provider (Stripe or PayPal) that processed the transaction will charge the processing fee at the time the purchase is made. The fee will be charged at the time of purchase. There is no way to undo this action. An order cancellation email will also be sent to the host and attendee as soon as the order has been cancelled.

How to set a cancellation policy

If you would like more information on how to set a cancellation policy, please view the support article on setting a cancellation policy.

How to cancel a Zoom Event

  1. Zoom Events can be accessed by logging into your Zoom account.
  2. Firstly, click on Manage, and then click on Events.
  3. To view the upcoming events, click the Upcoming tab.
  4. If you wish to cancel an event, simply click the ellipses next to the event you wish to cancel.
  5. To cancel an event, click the Cancel button.
    There will be a confirmation window that appears at the end of the process.
  6. If you would like to cancel the event, click the Cancel Event button in the confirmation window.
    Note: Zoom Events will no longer be able to provide you with access to this event once you cancel it.

Cancel an occurrence in an event series

Any occurrence scheduled as part of an event series can be cancelled without affecting the other occurrences that are scheduled within that series.

An occurrence in a series of events can be cancelled by following these steps:

  1. Join Zoom Events by signing in with your Zoom account.
  2. Go to the Manage tab, and then click Events.
  3. If you wish to cancel an occurrence in an event series, you will need to click on the ellipses next to the occurrence you wish to cancel.
  4. To cancel an occurrence, click the Cancel an Occurrence button.
    There will be a pop-up window appearing on your screen.
  5. Select the occurrence you wish to cancel from the drop-down menu that appears when you click Select an Occurrence.
  6. You can cancel the occurrence by clicking the Cancel Occurrence button.
    There will be a confirmation window that will appear on your screen.
    Note: There is no way to undo this action.
  7. Please click Cancel Occurrence in the confirmation window to confirm that you wish to cancel the occurrence.
    Note: There is no need to worry about this occurrence being removed from the Zoom Events directory once you cancel it.

How to cancel an order for an event

In the event of free or paid events, or events that are part of a single or series, hosts can initiate cancellation of registrations.

If you would like to cancel an event order, please follow these steps:

  1. Become a member of Zoom Events by logging in.
  2. On the top right corner of the screen, click the Manage button.
  3. Click on the Events link in the left navigation menu of the page.
  4. The Upcoming tab can be found by clicking on the tab.
  5. Click the ellipses next to the event you wish to manage so that you can manage it.
  6. Select Manage Registration from the drop-down menu.
  7. You will need to click on the Orders tab.
  8. The first thing you need to do is to find the order you want to cancel.
  9. Click on the Cancel Order link under their registration status.
    It will appear a window that will ask you to verify your identity.
  10. If you wish to cancel an order, you need to enter a message to the attendee in the verification window under Message to your registrant.
  11. If you wish to cancel your order, click on Cancel Order.

There will be a cancellation of all tickets that are part of an order, and the registrant will receive a notification via email informing them of the cancellation. It is our policy to refund the full amount for paid events.

How to manage an attendee’s refund

Accept a refund

  1. You will need to sign in to Zoom Events in order to participate.
  2. Click on the Manage button in the top-right corner of the page.
  3. You can access your personal events tab by clicking Events in the left navigation menu of the page.
  4. The customer’s refund request will be listed under the Upcoming or Past tabs, depending on which event you would like to approve.
  5. Click on the ellipsis and then on Manage Registration after clicking the ellipses.
  6. The Refunds tab will appear once you click on it.
  7. Click the right arrow to expand the details of the ticket that is associated with the registrant you would like to refund.
    Note: There is a Refund Requested status associated with registrants who request a refund.
  8. The following actions can be selected in the expanded view:
    • A full refund can be completed by clicking the Approve Full Refund button.
    • If you wish to complete a partial refund, click on the Approve 50% Refund button.
  9. View the attendee’s request message, as well as the details of the event and refund request, in the verification dialog box.
  10. To confirm the refund, click the Approve Refund button.

In the event that your refund request to attendees is successfully processed, you will receive an email confirmation or an in-app notification. The attendee’s refund status on the Refunds page will also be changed to Refund in Progress as soon as the refund is processed.

Reject a refund

  1. Please sign in to Zoom Events in order to participate in the event.
  2. Click the Manage button in the top-right corner of your screen.
  3. To view your personal event tab, click on Events in the left navigation menu.
  4. You will need to locate the event that you wish to approve the refund for under the Upcoming or Past tabs.
  5. You can manage your registration by clicking the ellipses and then clicking Manage Registration.
  6. You will find the Refunds tab on the left side of the screen.
  7. Select the registrant that you would like to refund, then click the right arrow to expand the details of their ticket so that you can make the refund.
    Note: The status of a registrant that requests a refund will be Refund Requested in case they request a refund.
  8. Click on the Reject Refund button in the expanded view of the screen.
    In the next step, you will be presented with a dialog box for verification.
  9. If you wish to reject the refund, click Reject Refund in the dialog box that appears.

How to refund tickets sold in a foreign currency

When an attendee purchases a ticket that is sold in a foreign currency, the refund amount that the attendee receives may differ from the amount that the attendee originally paid based on the exchange rate at the time that the refund was requested.

You can find more information on how to refund tickets that have been purchased in a foreign currency in our support article.

Partial refund policy

Note: It is currently only possible to obtain a partial refund for single events or event series as part of the partial refund policy.

A partial refund policy can also be implemented, in addition to a full refund policy, to provide a refund option for additional scenarios if the full refund policy is not feasible. The host has the option of configuring partial refund policies at both the hub and event level. If the tickets for some of the events in the entire series have been sold, the host is able to cancel some of the events. On the basis of the cases, a 50% refund can be initiated by the host.

For a single event, registrants have the option of canceling some tickets or the entire order. Registrants have the option of canceling certain occurrences of the entire series for a single event at any time.

It is possible to enable partial refunds in your account so that you can provide partial refunds for the following items:

  • In the case that an attendee requests a refund, you may be able to refund only 50% of the cost of the ticket(s) in the order
  • During the cancellation process of an event series that an attendee holds tickets for, you need to cancel the remaining events in the series
  • In the case when the user holds multiple tickets for a remaining event and you decide to cancel it
  • A refund request from an attendee who has purchased multiple tickets in one order and requests a refund for the ticket purchases
  • A refund request must be made by an attendee who did not attend the full duration of the event they are requesting a refund for
  • Attendees requesting partial refunds after the deadline for automatic cancellations and refunds have passed may be able to receive a partial refund

The cost of the tickets that are being refunded will automatically be credited back to the user when you cancel one or more occurrences within an event series.