Canceling your Zoom Events ticket and refund policies

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For free events, you can cancel your ticket any time before the start of the event.

For paid events that allow ticket cancellations, you can get a full refund if you cancel your ticket at least 1 hour before the event. If you cancel your registration outside of the cancellation period, it is the host's decision whether to approve your refund request or not.

This article covers:

Prerequisites for canceling a Zoom Events ticket

  • 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
  • Basic user

Notes:

  • There is a dependency with Windows' Webview package for Windows platform; while version 5.7.6 does support Zoom Events, it may cause a blank lobby experience for attendees.
  • For attendee access to the latest Zoom Events and Webinar features, we highly encourage attendees to update to the latest version of the Zoom desktop client/mobile application.

How to cancel your ticket immediately after purchasing a ticket

Note: The option to cancel a ticket only appears if the host accepts cancellations for the event.

To cancel your registration immediately after purchasing a ticket:

  1. When the payment confirmation page appears, click View Tickets.
  2. On the left side of the page, click Cancel Order.
  3. Click Yes, Cancel Order to confirm.
  4. Click OK.

How to cancel your ticket

Note: The option to cancel a ticket only appears if the host accepts cancellations for the event. If the host has not implemented a ticket cancellation policy for the event or if the ticket cancellation occurs outside of the applicable cancellation period, the host makes the final decision to accept or deny a cancellation request. The host is not obligated to approve a cancellation request. The host can cancel an order for single/series events.

If the host cancels the paid events, which already have the ticket sales, the attendee will get a full refund.

If there are some occurrences of an event series with ticket sales, the host can cancel some of the event occurrences. Zoom Events has a partial refund functionality for single-session and event series. Event organizers can now accept attendees’ partial refund requests. At the event level, some occurrences of the entire event series can be canceled and the amount of those occurrences will be partially refunded. At the ticket level, some tickets of the entire order can be canceled and refunded.

An attendee can also get a full refund if the host approves the cancellation request, which can happen within 1 hour of the start of the event up to 14 days after the event ends. Refunds outside of the cancellation policy are at the sole discretion of the host. Once 14 days have passed since an event has ended, refunds for the event may not be requested or initiated, as further discussed in the Zoom Events Terms of Use.

Note: If you paid for a ticket sold in a foreign currency, your refund may be more or less than the original amount that you paid depending on the exchange rate at the time of the purchase and refund.

Cancel your registration

  1. Sign in to Zoom Events.
  2. In the top-right corner, click Tickets.
  3. In the list of your registered events, click View Order next to the event for which you want to cancel your ticket.
  4. Cancel your order:
    • To cancel your entire registration, on the left side, click the Cancel Order button.
    • To cancel an entire series ticket, on the order details page, click Cancel Ticket. Then, select Entire Series.
    • To cancel specific occurrences from an entire series ticket (at the ticket level), on the order details page, click Cancel Ticket.
      1. Select # Occurrences.
        A Ticket for Occurrence(s) in an Event Series pop-up window will appear.
      2. In the pop-up window, under Select Occurrence(s), enter the event occurrences' dates that you want to cancel.
    • To cancel separate event occurrence tickets (drop-in tickets), on the order details page, find the specific event occurrence ticket that you want to cancel, then click Cancel Ticket
      Note: Only that specific event occurrence ticket will be canceled; the rest of your order will still be active.
  5. If a verification dialog box appears, click Yes, Cancel Ticket to confirm.

An attendee can request a refund from the host outside of the cancellation policy period. Refunds outside of the cancellation policy are at the sole discretion of the host. Once 14 days have passed since an event ended, refunds for the event may not be requested or initiated.

Note: If some tickets are voided by the host, you can still cancel your order(s).

How to request a refund after the cancellation cutoff time

Single-session and Conference events

  1. Sign in to Zoom Events.
  2. In the top-right corner, click Tickets.
  3. In the list of your registered events, click View Order next to the event for which you want to request a refund.
  4. On the order details page, click Request Refund
    A Request Refund for ______ Ticket pop-up window will appear.
  5. In the pop-up window, enter your Reason for refund request.
  6. Click Send Request.

Event series

  1. Sign in to Zoom Events.
  2. In the top-right corner, click Tickets.
  3. In the list of your registered events, click View Order next to the event for which you want to request a refund.
  4. On the order details page, click Request Refund
  5. Select if you want a refund for the Entire Series or # Occurences.
    A Request Refund for Entire Series Ticket pop-up window will appear.
  6. In the pop-up window, enter your Reason for refund request.
    Note: If you chose # Occurrences, click the dropdown menu and select the event occurrences' dates that you want to cancel and get a refund for. 
  7. Click Send Request.

Once you submit a refund request, your ticket status will change according to the refund process.

How ticket purchases are refunded

Once a refund request is approved, the cost of the ticket will return to you (the purchaser), and the ticket will be voided.

If you paid for an event in the same currency that your credit or debit card was issued in—normally the currency of the country where you opened/registered for the card—and make a refund request, and if your refund is accepted, you will receive a refund for the same value regardless of the currency the host charges for tickets in.

Example: You have a USD-issued credit card and you purchase a $10.00 USD ticket. If you request a refund and it is approved, you will always receive back your exact purchase price—which would be $10.00 USD in this example.

Note: If you paid for a ticket sold in a foreign currency, your refund may be more or less than the original amount that you paid depending on the exchange rate at the time of the purchase and refund.

Partial refund policy

Note: Currently, the partial refund policy is only available for single events/event series.

In addition to implementing a full refund policy, a partial refund policy can also be implemented to provide a refund option for additional scenarios. The host can configure a partial refund policy at the event and ticket level. The host can cancel some occurrences of the entire series if the tickets are sold. The host can initiate a 50% refund based on the cases.

You can cancel some tickets of the entire order for a single event. You can also cancel some occurrences of the entire series for a single event.

When the host cancels one or more occurrences in an event series, the cost of the tickets being refunded will automatically be credited to the user.

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