Cancelling or Postponing an Event

Before You Cancel

Consider these alternatives before cancelling:

Postponement Instead

If possible, postpone rather than cancel:

• Maintains participant goodwill
• Transfers registrations to new date
• Avoids refund complexities
• Preserves your revenue

Partial Cancellation

Consider cancelling only some distances:

• Cancel longer distances due to weather/safety
• Keep shorter distances running
• Offer affected participants alternative options

Cancellation Process

If you must cancel your event:

Step 1: Notify Support

1. Contact support@startingline.co.za
2. Explain the reason for cancellation
3. Provide cancellation details
4. Discuss refund options

Step 2: Official Cancellation

1. Go to your event in the dashboard
2. Click "Request Cancellation"
3. Fill in the cancellation form:
   • Reason for cancellation
   • Refund plan
   • Message to participants
4. Submit request

Step 3: Admin Review

Admin team will:

• Review your cancellation request
• Verify refund arrangements
• Approve cancellation
• Update event status

Step 4: Participant Notification

System automatically notifies all participants:

• 📧 Email notification
• 📱 WhatsApp message
• 🔔 Dashboard notification
• Includes cancellation reason and refund details

Postponing an Event

To postpone rather than cancel:

Postponement Process

1. Contact support with new proposed date
2. Request date change through dashboard
3. Admin updates event date
4. Participants are notified of new date
5. Existing registrations remain valid

Participant Options

When an event is postponed, participants can:

• ✅ Accept new date (registration transfers automatically)
• ↩️ Request refund if unable to attend new date
• 👥 Transfer registration to someone else

Refunds & Communication

Refund Policy

For cancelled events:

• Full Refund: Standard for complete cancellation
• Partial Refund: If some costs already incurred
• Credit: Future event credit as alternative

Refund Process

1. Agree refund terms with support team
2. System generates refund report
3. Refunds processed back to original payment method
4. Typically takes 5-10 business days

Communication Best Practices

When communicating cancellation:

• Be Prompt: Notify as soon as decision is made
• Be Honest: Clearly explain the reason
• Be Apologetic: Acknowledge the inconvenience
• Offer Solutions: Refund details, alternative events
• Provide Contact: Make yourself available for questions

Financial Impact

Understand the costs:

• Processing fees are typically non-refundable
• Platform commission may be waived (case-by-case)
• You're responsible for participant refunds
• Insurance may cover some losses (if applicable)