It’s Thursday afternoon, two days before your party, and a message comes in: “Hey, something came up. Can I get a refund?” An hour later there’s a second one. If you never decided on an answer, you make one up for each person, and the third guest hears what you told the first.

A refund policy settles it ahead of time. It takes ten minutes to write, it sits in your event description where guests read it before they buy, and it turns every request into the same short, polite reply.

Know how refunds work on Beatmatch first

A few facts shape what your policy can promise:

• Refunds are your call. Beatmatch doesn’t have a built-in refund request form. Guests message you from your profile on the event page, and you decide whether to approve.
• An approved refund returns the ticket price. When you refund a guest who asked, they get back the base ticket price. The Beatmatch service fee (10% of the order value plus $0.99 per ticket) isn’t returned, so a guest who paid $22.99 for a $20 ticket gets $20 back.
• Cancelling refunds everyone in full. If you cancel the event, every guest gets a full refund, service fees included, automatically. Nobody has to ask.
• A refund can’t be undone. Once you confirm it, the order is marked Refunded for good.

The details are in Request a Refund and Understand Ticket Fees. Put the fee point in your policy in plain words. A guest who expects $22.99 back and sees $20 will message you a second time.

Pick the policy you can stick to

Most parties land on one of three approaches:

• All sales final. No refunds unless the event is cancelled. It suits a small room where every ticket goes toward covering the room cost. It can read cold, so add one friendly line on why.
• Refunds until a cutoff. The ticket price comes back until a set time, such as 72 hours before doors, and after that all sales are final. Guests get some room to change plans, and you get a stable headcount for the week of the event.
• Case by case. You read each request and decide. It is the most flexible and the hardest to keep fair. If you choose it, write down what you will say yes to (a family emergency, getting sick) so your answers match from one guest to the next.

Whichever you choose, apply it to everyone, including friends of the lineup. Guests compare notes in the group chat.

Write it in a few plain sentences

Keep the policy short enough that someone skimming on their phone reads all of it. A version you can paste at the bottom of your description and fill in:

Refunds: Tickets can be refunded until [day and time]. After that, all sales are final. Refunds return the ticket price, and Beatmatch service fees aren’t refundable. If the event is cancelled, everyone gets a full refund automatically. Questions? Message us from our profile on this page.

When you create your event, put this next to the door time and entry details, where guests already look. For the rest of the description, see How to Write an Event Description That Sells Tickets.

Answer every request the same way

Save a reply for each case in your notes app, so you aren’t writing from scratch at midnight:

• Before the cutoff: “No problem, I’ve refunded your order. You’ll get the ticket price back; the service fee isn’t refundable. Hope to see you at the next one.”
• After the cutoff: “Sorry, refunds closed on [day], per the policy on the event page. If plans change again, I’d love to see you at the next one.”
• A double charge or a payment error: these go to Beatmatch support, not to you. Ask the guest to contact support with the email they bought with, the event name and the date of the charge.

Reply the same day if you can.

Issue the refund from the Orders tab

On beatmatch.app, open Manage Event for your event and go to the Orders tab. Find the order, select the ⋯ button, choose Refund order, then confirm. The order then shows a Refunded label. Check the name and ticket count before you confirm, since the refund is final.

Only team members with refund permission see that option. If a co-host answers guest messages, agree on who presses the button, so two people don’t each assume the other one handled it. Full steps: Manage Your Orders.

If you have to cancel or move the event

If the event can’t happen, cancelling refunds every guest in full without anyone asking. Tell people yourself as well: a short text blast to your guests saying what happened and that refunds are on the way. Bank timing varies, so tell guests the refund may take a few days to show up, depending on their bank or payment provider.

If you move the date instead, guests’ tickets update in the Beatmatch mobile app on their own. Some people won’t be able to make the new date, so decide before you announce whether you will refund them, and say it in the same message. A refund after a date change is a normal organizer refund: it returns the ticket price only, and the Beatmatch service fee isn’t refunded. Say that too, since guests often expect a full refund when the date moves.

Add your policy before you publish

When you create your event on Beatmatch, write the refund line into the description before you publish, so every buyer sees it before checkout. When requests come in, the refund steps are in Manage Your Orders.