How can you create a fair cancellation policy for conferences?

1 Consider the costs and risks

The first step to create a fair cancellation policy is to consider the costs and risks involved in running your conference. How much do you invest in venue, catering, marketing, technology, and staff? How much revenue do you expect from ticket sales, sponsorships, and exhibitors? How likely are you to face unforeseen circumstances, such as weather, health, or security issues, that might affect your conference? These factors will help you determine how much flexibility you can offer to your participants, and how much compensation you need to cover your expenses and losses.

2 Set the terms and deadlines

The next step is to set the terms and deadlines for your cancellation policy. How much notice do you require for cancellations? How much refund do you offer for different scenarios? Do you charge a cancellation fee or retain a deposit? Do you allow transfers or substitutions? Do you have a force majeure clause that covers extraordinary events beyond your control? These details should be clearly stated in your registration form, contract, website, and confirmation email. You should also explain the reasons and benefits of your policy, such as ensuring the quality and diversity of your conference, or supporting a social or environmental cause.

3 Communicate the policy effectively

The third step is to communicate your cancellation policy effectively to your participants. You should make your policy visible and accessible on your website, social media, email, and other channels. You should also remind your participants of the policy and the deadlines periodically, especially as the conference date approaches. You should also provide a contact person or a customer service team that can answer any questions or concerns about the policy. By communicating your policy clearly and consistently, you can reduce confusion, frustration, and disputes.

4 Handle cancellations professionally

The fourth step is to handle cancellations professionally and respectfully. You should acknowledge and process cancellations promptly and according to your policy. You should also keep a record of the cancellations and the reasons for them. You should also follow up with the participants who cancelled and thank them for their interest and support. You should also offer them alternative ways to engage with your conference, such as online access, recordings, or future events. By handling cancellations professionally, you can maintain a positive relationship with your participants and encourage them to return or recommend your conference.

5 Review and update your policy regularly

The fifth step is to review and update your policy regularly. You should monitor the feedback and satisfaction of your participants and evaluate the impact of your policy on your conference performance and reputation. You should also keep up with the best practices and trends in the conference industry and the legal environment. You should also consider the changing needs and expectations of your participants and the potential challenges and opportunities for your conference. By reviewing and updating your policy regularly, you can ensure that your policy is fair, relevant, and effective.

6 Be flexible and empathetic

The final step is to be flexible and empathetic when dealing with cancellations. You should understand that sometimes cancellations are unavoidable or necessary due to personal, professional, or external reasons. You should also recognize that cancellations can be disappointing or stressful for your participants, as well as for you. You should try to accommodate reasonable requests and offer solutions that benefit both parties. You should also show compassion and support to your participants and express your appreciation and hope for their future involvement. By being flexible and empathetic, you can create a positive impression and a loyal community for your conference.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?