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, above all, maintaining a direct relationship with the audience. Once an event has been announced and ticket sales begin, the organizer’s responsibility does not diminish; on the contrary, it increases. At times, situations arise that require changing dates, modifying lineups, or even canceling the event altogether.

When this happens, it is essential to remember that attendees are not merely spectators—they are consumers with rights recognized under Law 1480 of 2011 (Consumer Protection Statute). Poor management may lead to administrative investigations and sanctions from the Superintendence of Industry and Commerce (SIC).

To avoid legal risks and maintain public trust, we recommend following these five key management steps:

1. Communicate Clearly, Officially, and Promptly

The organizer must be the primary source of information. Social media amplifies rumors and can damage an event’s reputation within minutes. Therefore, if there are changes in the date, venue, lineup, or in the event of a cancellation, the message must come directly from the organizer.

Immediately stop promoting a canceled event.

Use the same communication channels (social media, website, mailing lists) to inform the public about updates and consumer rights.

2. Respect Consumer Rights

In the case of substantial changes (such as date, venue, or artist lineup), consumers have the right to request a full refund.

If tickets were purchased online, the right of withdrawal applies: within five (5) business days after the purchase, the consumer may cancel and request a refund.

3. Honor What Was Promised in Advertising and Promotions

Advertising and promotions are binding for the organizer. Consumers have the right to receive exactly what was advertised.

Promotions must clearly state their conditions: start and end dates, all requirements for participation, and accuracy in what is being offered.

4. Provide Effective Customer Service Channels

It is not enough to publish an email address. Organizers must offer accessible communication channels and respond promptly to Petitions, Complaints, and Claims (known as PQRs). Customer service is essential to minimize reputational and regulatory risks.

5. Comply with Regulatory Requirements: PULEP

For public performing arts events, organizers must obtain and publicize the PULEP code, a tool that ensures ticket traceability and regulatory control.

In summary: Properly managing the cancellation or postponement of an event not only protects consumers—it also safeguards the organizer’s reputation and helps prevent sanctions. Transparency and timely communication are the best allies.

WRITTEN BY: LINA DÍAZ