If you were previously registered for the Thailand event and want to opt-out of the automatic conversion of your ticket, you may request a full or partial refund. For full refund requests, we will refund the cost of the Congress ticket minus a processing fee of $50.
When we created the original refund policy for ticket cancellation, we obviously couldn’t have predicted the scenario that COVID has presented us with. However, we chose $50 because we felt like it represented a fair balance between the need to cover our irrecoverable costs, an incentive against casual registrations/cancellations, and the desire to return the majority of the fee in the event someone did need to cancel.
As we approached the decision to postpone the Congress, and now the decision to convert to an online event, we thought a lot about our cancellation policy and decided to keep the same policy. This is for a number of reasons, including:
We are offering what we feel is a fair alternative. We are hoping that the majority of our attendees will choose to simply roll their registration over to the online Congress program and convert their current ticket to the new offering, which we believe offers great value. We will also offer other ticket options with a partial refund and more information will be sent in early November about these options.
We also wanted to be fair to those who were forced to make the decision to cancel earlier, due to health worries, flight disruptions etc.. Keeping the fee consistent throughout was the most equitable way to handle this.
Like every organisation and business on the planet in this year, we have had to adjust to carefully manage our cashflow through this crisis so that we can ‘stay in business’ to deliver the Congress in 2021. COVID hit very close to the Congress start date and we had already spent approximately $140 per delegate of the ticket price preparing for the Congress in 2020; while some of this can be applied to the online 2021 event, some cannot. We simply cannot afford to reverse our earlier refund policy.
For those of you who do want to cancel and get a refund, we totally respect and understand that. However, we are applying the same cancellation policy as we had before this crisis hit, which is to retain a non-refundable $50 fee when you cancel. We hope the information above has helped you understand why, but if you’d like to talk to us about this or if this will cause significant financial hardship for you, we encourage you to get in touch directly with us by email at firstname.lastname@example.org.