Setting your refund policy
You choose when you create the event, and there is no default — you have to pick. It appears on the event page before anybody pays.
Allow refunds and set how many days before the show requests close. Seven is the common answer: it is how much notice you need to resell the seat. Zero means buyers can ask right up to the start.
All sales final means no refund button. Buyers can still hand their ticket to somebody else.
The cut-off is the useful part
Most organizers who pick 'all sales final' would actually refund somebody a month out — they just don't want requests the morning of the show. The deadline lets you say that, instead of choosing between two answers that aren't yours.
Who approves
By default each request waits for you, in Refunds, with the buyer's reason if they gave one. You approve or decline it. Declining asks for a note to the buyer saying why, which goes in the email telling them.
You can also turn on automatic refunds, where anything inside your deadline goes through straight away and you are told after. Less work; money leaves without anybody looking. Your call — and you can switch it either way after publishing.
It's fixed once you publish
Decide it during setup. Once the event is published, the policy can't be changed in either direction — not stricter, and not more generous either. While it's a draft you can change it freely.
The policy is on the event page from the moment it's public, and people decide whether to buy on the strength of it. If it genuinely has to change, write to KOLA.
When you move the event
If a published event moves to a different day or venue, everybody who bought before the change can ask for a refund for two weeks — or until two days before the new date, if that's sooner. That applies even if sales were final.
These requests always wait for you to approve or decline, even if you've turned on automatic refunds.