What's the admin fee on top-ups?
There is no admin fee on refunds if your upcoming payout amount covers the amount of the refund. This is because the refund amount will be deducted from your next payout.
If you've received all your payouts you'll need to top up the amount needed to refund in your Helm account using a card before you can refund tickets. It will alert you if you don't have enough funds and prompt you to enter your card details.
It can take up to 7 days for this payment to clear, but usually, it clears much faster. You can only top up your account on a per refund basis.
Why is there an admin fee?
There is an admin fee for this to cover the cost of topping up your Helm account with funds. As you've already received payouts to your bank account, funds to cover any refunds are with you rather than us. The admin fee covers the cost of transferring these funds to your Helm account.
In the EEA (European Economic Area) the admin fee is 2% of the ticket price + 20p/20c. Outside the EEA, this is 4% + 20c. This percentage applies per order refunded ( excluding booking fees). For example, if you are refunding an order of £105 (£100 + £5 fee), you would only need to top up £100 to refund the order. If you wanted to refund 2 of 5 tickets in the same order, the admin fee would only apply once.
The top up and admin fee are taken in the currency the order was made in.
Any refunds and top-ups you make will be reflected on your payout statement. You'll receive an email to confirm your top up. You can also see this in 'billing & payouts' under the 'top ups' tab.
Please note: Refunds can take 5-10 days to appear on an attendee's statement.
You won't be able to process refunds if your event is over. In this instance, contact firstname.lastname@example.org for assistance
Helm operates at the direction of the event organiser. Unless we are given prior notice confirming so, Helm will not refund a customer on an organiser's behalf. Customers wishing for a refund should contact the organiser directly.