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COVID-19 Event Cancelation, Postponement, Rescheduling, & Refunds

COVID-19 is creating extraordinary challenges for Event Operators, Attendees, and Registration Companies. 

If your event or registration has been impacted by COVID-19, please review the information below to understand your next steps. If you have questions or require assistance, please reach out to the appropriate party.

We are in this together and we all aim to do what is right. We sincerely appreciate your patience and understanding as we work through this challenging situation together. Thank you for using Ryzer.

 

For Attendees

Ryzer is a software company. We do not own or operate any events. All events that utilize Ryzer's software are owned and operated by Event Operators (i.e. college or high schools, coaches, independent camp operators). These Event Operators set their own refund policies. You can find the refund policy of the event in which you registered on your emailed receipt or by logging into your Ryzer account.

Since the Event Operator has final say in all decisions related to their events, please contact the Event Operator with event status and refund/credit questions. The Event Operator's contact information is on your registration receipt, on the "Contact" page on the event's website, and retrievable by logging into your Ryzer account.

If your event is canceled

If the event you are scheduled to attend is canceled, you should receive notification from the Event Operator. You may also receive an automated “cancellation” email from Ryzer.

Most Event Operators are offering refunds if they were forced to cancel their event due to COVID-19. In some instances, Event Operators are offering credits to be used for a future event. The Event Operator will provide you with details as to your refund and/or event credit options. 

Since Ryzer does not own or operate any events, we can only issue refunds when we are authorized by the Event Operator. When an Event Operator authorizes us to issue a refund, our staff creates the refund as quickly as possible – often the same day. It can take 3-4 business days from the time we process the refund for it to appear back on your credit/debit card.

When you register for an event via Ryzer, it is our responsibility to send your registration funds to the Event Operator in a timely manner. In many situations, when an event is canceled Ryzer has already sent your registration funds to the Event Operator. If so, we must wait for the Event Operator to return your funds to us in order to issue your refund. This can cause a small delay while we wait for the funds to arrive often in the form of a physical check via the United States Postal Service.

If you were charged a Convenience Fee during registration, this is Ryzer’s compensation for paying the non-refundable credit card fees related to your transaction, paying our staff, and other general business expenses. As detailed in our Terms of Use, our Convenience Fees are strictly non-refundable. However, we understand times are tough for many due to COVID-19. As a small Iowa business who relies heavily on spring and summer events, our business has been significantly impacted as well. With that said, we are all in this together doing our best. If you are suffering a substantial financial hardship related to COVID-19 and truly need your Convenience Fee refunded, please reach out to us for consideration. We can’t guarantee we will be able to meet every request. Please only request this if you need it. Our hardworking staff and Attendees who are truly in need thank you for your honesty and integrity.

If your event is postponed or rescheduled

If the event you registered to attend is postponed or rescheduled, you should receive notification from the Event Operator.

Similar to if your event is canceled, the Event Operator will provide you with your options. It is at the Event Operator’s discretion if they will offer refunds to a postponed or rescheduled event. Since Ryzer does not own any events, we can only issue refunds when we are authorized by the Event Operator.

Given the severe impact COVID-19 has taken on the events industry, we encourage you to be understanding with Event Operators. Many Event Operators are small business owners whose businesses have been significantly impacted by COVID-19. The vast majority of Event Operators run their events with a good heart aiming to help young athletes improve and/or get noticed. Please be considerate as they work to find reasonable resolutions to complex challenges.
 

For Event Operators

We at Ryzer feel for you. Please know we are in this together. Like you, our business depends on events taking place in order to succeed. Let’s unite in the best interest of Attendees so we can beat this virus, and get back to helping Attendees grow and prosper at future events.

If you have to cancel, postpone, or reschedule an event

Communication is the key. Please promptly contact your Attendees and make arrangements for refunds or alternate resolutions.

A global health crisis like this has not occurred in recent history. As such, there is not a playbook to follow. In general, we ask you adhere to the proverbial “do unto others as you wish done unto you”. If roles were reversed and you had purchased tickets to a concert or sporting event which was canceled due to COVID-19, how would you wish to be treated?

When applicable follow your stated refund policy. You can use our “Send E-Mails” system as needed to communicate with your Attendees.

In the end, how you choose to handle your events is solely your decision. We can’t tell you how to proceed. But please know your actions reflect on you, your program, and even Ryzer. If we can help provide guidance or best practices, please reach out to your Ryzer Account Executive.

Issuing a refund

You can issue a refund from the Ryzer admin "Registrations" page of your event. Simply click the “Refund” button next to any individual Attendee. If you have questions or need assistance, contact your Ryzer Account Executive.

Please note, you must have funds available with Ryzer in order to process refunds. If your reserved funds aren’t enough to cover your refunds, please make arrangements with your Account Executive to send the required funds to Ryzer. Once we have received the funds, we will add them to your amount available for refunds.

Also note, Ryzer’s primary form of compensation comes from the Convenience Fees we collect from each registration. We use the Convenience Fee to pay non-refundable credit card processing fees, develop and maintain your event website, pay our staff, and operate our business. As detailed in our Terms of Use, our Convenience Fees are strictly non-refundable. Like you, our business is extremely impacted by the COVID-19 virus. However, we aim to be your truest partner. If you are suffering a substantial financial hardship related to COVID-19 and truly need a portion of your Convenience Fees refunded or temporarily suspended, please contact your Ryzer Account Executive to discuss possible options. Please be genuine if making this request as our business and staff rely on these fees to function.

Offering other resolutions

If you are offering Attendees other resolutions, the Ryzer system has several options which might be helpful. From Attendee “Move” functionality to “Holding Events”, contact your Ryzer Account Executive for assistance and guidance.