How to Properly Manage the Cancellation of an Event ?

Organizing shows—especially large-scale ones—always involves challenges: coordinating multiple stakeholders, obtaining permits, handling unforeseen circumstances, and maintaining a direct relationship with the audience. Once an event is announced and ticket sales begin, the organizer’s legal responsibility increases.

Situations may arise that require changing dates, modifying lineups, or canceling the event entirely. In these cases, attendees are not merely spectators—they are consumers protected under Law 1480 of 2011, Colombia’s Consumer Protection Statute. Poor management can lead to investigations and sanctions from the Superintendence of Industry and Commerce (SIC).

Why Proper Event Cancellation Management Matters

Cancelling or postponing an event without a clear legal strategy can result in:

• Consumer complaints (PQRs)

• Administrative investigations

• Financial penalties

• Reputational damage

Transparency and compliance are essential to protect both consumers and organizers.

Five Key Steps to Manage an Event Cancellation Properly

1. Communicate Clearly, Officially, and Promptly

The organizer must be the primary and official source of information. Rumors spread quickly on social media and can seriously harm credibility.

Best practices:

• Immediately stop promoting a cancelled event

• Use official channels (website, social media, mailing lists)

• Clearly explain changes and consumer rights

2. Respect Consumer Rights

If there are substantial changes—such as date, venue, or artist lineup—consumers are entitled to request a full refund.

Key points:

• Online ticket purchases are subject to the right of withdrawal

• Consumers may cancel within five (5) business days after purchase

3. Honor What Was Promised in Advertising

Advertising and promotions are legally binding.

Organizers must ensure:

• Promotions clearly state conditions, dates, and requirements

• Accuracy between what is advertised and what is delivered

Failure to do so may constitute misleading advertising.

4. Provide Effective Customer Service Channels

Publishing an email address is not enough.

Organizers must:

• Offer accessible communication channels

• Respond promptly to Petitions, Complaints, and Claims (PQRs)

Effective customer service reduces both regulatory and reputational risks.

5. Comply with Regulatory Requirements: PULEP

For public performing arts events, organizers must obtain and display the PULEP code, which ensures ticket traceability and regulatory oversight.

Non-compliance may result in sanctions and event suspension.

Conclusion: Transparency Protects Both Consumers and Organizers

Properly managing the cancellation or postponement of an event protects consumer rights, preserves public trust, and reduces the risk of sanctions. Transparency, timely communication, and compliance with Law 1480 of 2011 are the best allies for event organizers.

WRITTEN BY: LINA DÍAZ

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