24 maart 2020 News 5 min

Corona FAQ Updates

Andy Greenwood

FAQ PAGE

Update #9 (14-10-2020):

Last night’s update (13-10-2020) was loud and clear; the status of the Covid-19 outbreak is “critical”. This means that events have been banned and the catering industry will need to close its doors once again. Sadly, this means that in the coming weeks it won’t be possible to organise a physical event in any shape or form. These new measures go into effect as of 22:00 tonight (Wednesday the 14th of October).

If you’re looking for more information about the different phases of the measures to combat the coronavirus, you can download an overview of the measures per threat level here (Dutch).

Postponing or cancelling your event

Have you been affected by the stricter measures, and do you need to postpone or cancel your event as a result? Take a look in our Help Centre to see what options we have available for refunding your visitors. You can also give your visitors the opportunity to donate part of their ticket price to you. This allows your target group to support you as an organiser. Read more about donations.

Host a paid event online

In some cases, it may be worth considering moving your event online and adapting it to fit the format. During the first wave in March, April and May, we saw that a number of organisers came up with creative online solutions to substitute their physical events. Eventix makes it easy to host online events through Zoom.

You can host an online event through Zoom in many shapes and sizes: You can host beer tastings by sending each of your participants a selection of craft beers in advance, or if you’re hosting a business event, you can have your speakers tell their stories through a presentation in Zoom. In this blog, you can read how to host a paid online event through Zoom.

If you would like to read how to use your current customer database to draw your existing visitors to your online event, you can read about it in our blog.

If you have any questions about what to do about your event, please feel free to contact us through info@eventix.io. We’re happy to help!



Update #8 (30-09-2020):

Monday (28-09-2020) the Dutch prime minister announced new measures with regards to the coronavirus, which will go into effect at 18:00 on Tuesday. The new measures come in response to a rising number of infections within the Netherlands.

An interesting point about the measures is the new closing time for the catering industry, besides which there are also new general measures regarding the number of people allowed to be present at a specific location, with different rules for whether they are indoors or outdoors.

Indoors and outdoors

  • There is a limit of 30 people indoors, whereas 40 people are permitted outdoors.
  • Groups of people can be no larger than four (at home, they urgently advise to entertain no more than three guests).

Catering industry

  • Bars, cafés, restaurants etc. must close at 22:00.
  • No new guests can be permitted after 21:00.

Sports matches

  • No spectators are permitted at either professional or amateur level sports matches.

These measures will be in effect for the coming three weeks, at least. After three weeks, the situation will be reevaluated to see if, and to what extent, the measures can be eased.

Exception for locations with a thoroughfare of people

For shops, markets, museums, monuments, zoos, amusement parks, fairs and other locations where there is a thoroughfare of visitors, there are a couple of rules:

  1. There must be a door policy to ensure that people maintain 1.5 meters distance from one another.
  2. The number of visitors permissible at a given location at a given time will be determined by the safety region (likely this number will be relative to the available space).

You can find all the new regulations and the relevant exceptions on the Dutch government website (link in Dutch).

Time slots

Are you still looking for a way to get your reservations in line with the measures for the catering industry or locations with a thoroughfare of people? You can use our time slot shop! Whereas our system is mainly used to manage tickets for events, it’s also particularly well suited to manage reservations for different time slots. Read more about the use of time slots with Eventix.

Online events

If you would like to host an online event or move your current event online, you can make use of paid events through Zoom. There are all sorts of events you can organise online: classes and training sessions are particularly well suited for Zoom, the same goes for beer tastings, for example. If you’re organising a business event, you can have guest speakers tell their story through Zoom.

Cancelling or postponing an event

Have these new measures forced you to cancel or postpone your event? In the Eventix Dashboard, you can choose what process you would like to use for your refunds. Make sure to read up on how to set up your refunds or postponements within our system!

Would you like advice on what method of refunding would work best for your event? Or are you interested in finding out to what degree it’s possible to organise an event at the moment? Please contact our Customer Success team through info@eventix.io.


Update #7 (07-08-2020)

Yesterday evening (06-08-2020) the Dutch government held another press conference with regards to COVID-19. In the press conference, they announced that some of the measures have changed, particularly for student organisations and the catering sector.

On the one hand, cafés and restaurants have attained a little more freedom; in the sense that there is now no limit to the number of guests they can have, provided they can maintain the 1,5-meter distance. On the other hand, the use of reservations is now compulsory.

Besides these changes, it’s now also compulsory to ask your guests to register for source and contact research by the GGD (municipal health services), in case of a possible infection. On the government’s website, it states that “...guests register voluntarily”. These measures are to be in effect starting on the 10th of August.

Personalisation per ticket

Events that are currently selling tickets for Eventix can easily register every visitor. You can require the head booker to enter details such as ‘First name’, ‘last name’ and ‘phone number’ beforehand. You can also choose other questions or create your own.

Read more about how you can collect visitor information per ticket.

Late personalisation

You can also allow people to personalise tickets retroactively. In that case, people who have purchased tickets will need to enter additional information for each ticket before they can download them. Would you like to activate late personalisation? Let us know!

To do this, contact our Customer Success team through info@eventix.io.

On the national government’s website, you can read more about the coronavirus, the catering industry, and events.



Message #6: Update (25-06-2020)

We’d already had a few hints that the government would ease the current measures a little more than was originally intended, but now it seems we were right. It turns out that the opening of the catering industry in June hasn’t led to a direct increase in infections. As a result, the Dutch government announced yesterday that they will lift the limit on the number of people in one location, starting on the 1st of July. The 1.5-meter rule will stay in effect.

What are the requirements?

The eased measures mean that there is a bit more breathing space for the catering industry, for instance, where the limit on visitors will no longer be determined by the government, but rather the available space. Of course, the 1.5-meter rule needs to be respected, both inside and outside. But what else?

  • Each visitor needs to be asked whether they are suffering from any symptoms.
  • There need to be sufficient sanitary facilities and exits available to avoid queues.
  • The use of a reservation system is compulsory.

Why reservations? Well, if it turns out that there was an infected person present, the other visitors can quickly be reached.

If a manager can’t meet these requirements, then they’ll be limited to a maximum number of guests. In that case, a maximum of 100 guests will be allowed inside, with a limit of 250 guests outside.

Flow of people

An exception can be made whenever there is a continuous flow of people. In situations where that is the case - in places such as shops and museums - there is no limit on how many people are allowed inside. It’s up to the staff to ensure that it doesn’t become too busy.

What about events?

Starting on the 1st of July, there will be some room for small events. The ban on events that require a permit will be lifted, which means that events are free game - in principle. However, for this to work there needs to be a continuous flow of people (such as at a funfair for instance).

There’s even room for events if a continuous flow of people can’t be guaranteed. In that case, it’s up to the local municipality to judge whether or not the organisers can carry out their activity with respect to the 1.5-meter distance.

Sadly, this means large events will probably be out of the question for quite some time. With a little luck, we’ll know more about what to expect in that regard by the 1st of September.



Message #5: Update (11-05-2020)

On Wednesday the 6th of May, the Dutch government announced a new five-step plan with regards to the easing of the measures surrounding the corona virus. In this update, we’ll walk through the steps and take a look at what this means for event organisers.

The basic rules

There are a few things you’ll absolutely have to keep in mind; these are the basic rules that will apply moving forward. What are these rules?

  • Maintain 1,5-meter distance
  • Avoid crowds
  • Work from home as much as possible
  • Wash your hands often
  • Have symptoms of the cold? Stay at home. Feeling ill and have a temperature? The whole household will need to stay home.

These basic rules apply to each step.

Caution! Keep in mind that this entire five-step plan is conditional and that the situation and measures can change.

Step 1

On the 11th of May, the first easing of the measures will be put into motion. This means that outside sports, libraries, primary education (including special needs education and daycare for children) and contact professions will be allowed to restart. With regards to the events industry, nothing will change in this period.

Step 2

On the 1st of June, terraces, theatres, restaurants/cafés, cultural institutions, museums and secondary education will be allowed to resume. There will also be a 30 person limit which will apply to theatres, restaurants/cafés and cultural institutions, alongside the basic rules.

What does this mean?

Concert halls are considered to be cultural institutions. This means that concert halls, bars and cafés will be able to organise evenings and small parties again. The limit of 30 people still applies, given they’re able to maintain 1,5 meter distance from another. It’s also very likely that reservations will be utilised to avoid long queues and crowds outside the entrances of bars and restaurants. If you’re unsure whether your venue is included under these regulations, feel free to contact us!

Step 3

On the 1st of July, it’s expected that theatres, restaurants/cafés and cultural institutions will be allowed to accommodate up to 100 visitors. At this point, organised gatherings, such as church services, weddings, rehearsals and funerals are expected to permitted as well.

What does this mean?

For concert halls, bars and cafés this will be much the same as step 2, but with more visitors. This means that activities can be organised for up to 100 visitors, bearing in mind the 1,5 meter distance and probably even reservations. This period will last until at least the end of August. Are you unsure of whether or not you’ll be able to organise an activity in this period? Reach out to us, and we’ll help you along!

Step 4

Starting on the 1st of September, all sports (indoor and outdoor, including matches) will be allowed again. Besides this, saunas, sex workers, coffee shops, casinos and canteens will be allowed to open their doors again. Nothing will really change for events in this period, and the measures from step 3 will likely remain in effect.

Step 5

Events. We all want to know more about what is happening about the events, but sadly it’s impossible to say anything for certain at the moment. Once we know more, we’ll bring out a new update.

If you have any further questions or comments, please let us know by contacting us through info@eventix.io.



Message #4: Update (24-03-2020)

The Dutch government has produced a thick new package of new measures to help tackle the coronavirus. The earlier measures are being expanded on, and sadly that has consequences for the events industry.

Whereas events of up to 100 visitors were permitted until the 6th of April, this measure is being tightened. As of yesterday, all events - regardless of the number of visitors - have been banned until the 1st of June.

Due to these measures, many of you will need to cancel or reschedule events. Naturally, we’ll help you in handling this to the best of our ability. Below, we’ve presented a few options in an attempt to expedite these processes.

Step 1:

Starting at 16:00 tomorrow, you’ll be able to select how you would like to process refunds per event. You can do this by going to ‘Manage’ and clicking on ‘Events’.

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Option 1: Refund Event - Possibility to donate.

The first option is to cancel your event and to offer your ticket buyers a refund with the possibility of making a donation. You set an end date until which visitors can choose whether or not to donate a portion of their order amount. Eventix is developing this and will send ticket buyers an email describing the feature and inviting them to donate, starting 12:00 on Monday the 30th of March. Organisers will still be able to use this feature after the 30th of March, in that case, the email to ticket buyers will be sent once the feature is selected by the organiser. Donations can be accepted up until the end date selected by the organisers. If the ticket buyer doesn’t enter anything, then the order will automatically be treated as a full refund. Once this date has expired, a balance will be made of the total sum to be refunded.

Option 2: Refund event - No possibility to donate.

Using this option does not allow the possibility to donate. A sum will be made of the total amount to be repaid, straight away.

Option 3: Reschedule event - Possibility to request a refund.

The third option is to reschedule your event. When you reschedule, visitors who are unable or unwilling to attend the new date can request a refund. Eventix is currently developing this feature and - starting at 12:00 on Monday the 30th of March - we will send ticket buyers a descriptive email with a link to the form through which they can request a refund. Organisers can still use this feature after the 30th of March, in that case, the email to ticket buyers will be sent once the feature is activated. Ticket buyers can only request refunds up to the end date selected by the organiser. Once this date has expired, a balance will be made of the total sum to be refunded.

Step2:

The sum to be refunded needs to be made available to us first. To make this happen as quickly as possible we’ll share a payment link with the organiser. Once the payment has been made, we’ll begin refunding your ticket buyers.

Once the link has been paid, it will take between 3-5 working days before your customers will have their money on their accounts. Sadly, we have no control over this process once the refunds are complete.

Caution 1: Communicate the process clearly with your visitors. The emails we send in options 1 and 3 are NOT a replacement for the communication between the organiser and their visitors.

Caution 2: When cancelling an event, make sure to take the ticket sales offline. You can do this by removing the tickets from the shop. We explain how to add and remove tickets here:
https://help.eventix.io/en/articles/3159069-how-do-i-add-a-ticket-to-my-ticket-shop

Legal Framework:
“In the case of force majeure, such as now, an event organiser has the right to reschedule an event. Despite the force majeure, the visitor has the right to a refund. The event organiser is legally obliged to refund the money when a visitor requests it but does not have to offer it themselves.”


Message #3: Update (12-03-2020)

We’ve just received news that all events in the Netherlands, with over 100 visitors that are taking place between now and the 31st of March, must be cancelled. Due to these developments, we’re expanding our FAQ for organisers:

If you have any further questions, please use the chat. Due to the sheer number of questions, we won’t be able to address everyone by telephone. Your question will be answered more quickly via the chat.

I have sold more than 100 tickets, what are my options?

Option 1: Is it possible for you to ‘downsize’ your event, and allow it to continue with a maximum of 100 visitors? In that case, we could conduct specific refunds for the visitors that won’t be able to make it. Make sure to clearly communicate this to your visitors - and contact us as soon as you know which visitors need to be refunded.

Option 2: Reschedule your event. Given the situation, you could choose to reschedule your event. A visitor doesn’t have to agree with the new date and has the right to be refunded.

Before planning a new date, we recommend proposing the plans to your visitors first. You can do this through an online form (such as Google Forms).

Example Google Form ‘Rescheduling event’

By following this link you can find an example of a form. Caution! This is an example, do not share it with your visitors. You can make your own Google Form for free.

Besides this, ask the visitors who won’t be able to make it to the newly proposed date whether they want a refund. Visitors can request a refund for their order by entering their ticket number (beginning with ‘TFE’ and located under the QR-code on the ticket) in the form.

Make sure to set a final date until which the form can be submitted. After the date has passed, we can start processing the refunds. At that point, you can contact us through the chat in our Dashboard. We only process refunds once, so make sure you send us a complete overview of the payments that need to be refunded.

Option 3: The most common option is to cancel your event and refund your visitors. In this case, it’s customary to conduct a full refund. If this is the route you would like to take, please contact us through the chat in our Dashboard. If you have any questions about the sum that needs to be refunded, you can ask us about it in the chat.

Can Eventix help me to carry out the refunds?

Yes! Of course, we’ll help you carry out the refunds. Contact us through the chat in our Dashboard as soon as you know who needs to be refunded. We’ll make sure that the calculated payouts are returned to us. Once we’ve received these payouts, we can start refunding. Visitors will have the money (back) on their accounts after five days.

If I have to conduct refunds, I’ll go bankrupt. What now?

It’s not in a visitor’s interest for an organiser to go bankrupt and be unable to refund anybody. If this is the case, have a conversation with your visitors and offer them an alternative (free entrance to the next editions, for example). You could also offer to refund a part of the ticket price. If everyone agrees to this, you can save your event, whereas the visitor only needs to be partially refunded.


Message #2: Update (11-03-2020)

Together with Taylor Wessing, law firm, we took a deeper dive into the questions that organisers have. You can find the article here (Dutch).


Message #1 (27-02-2020):

Tonight, the NOS and NU.nl reported that a Dutch citizen has been infected by the coronavirus. We understand that in light of this information you may have questions relating to what you should do with regards to your (ongoing) ticket sales. As your visitors will have many (similar) questions, we wanted to answer them in this article.

Can my event continue?

Internationally, a number of events have already been cancelled or restricted due to the virus - the Venetian carnival, for instance. At the time of writing (27-02-2020), the Dutch government (RIVM) has not yet issued any statements regarding the cancellation of events. Therefore, we recommend you do not cancel your event. Keep an eye on the RIVM website for up-to-date information.

What are my visitors' rights?

When an event is cancelled, visitors have the right to a refund by the organiser. However, if the government compels an organiser to cancel an event because of an epidemic, this is a form of force majeure. Force majeure is often mentioned in an organiser's terms of service as a reason not to refund a visitor, and to reschedule the event. Dutch consumer-law on the other hand does say that if the product is not delivered, the seller has refund if the visitor asks for a refund.

Eventix allows you to add your own terms of service to your ticket shop, which the visitor must agree to before making a purchase. You can read how to do that here.

I don't have/haven't had any terms of service in my ticket shop, what now?

Your terms of service don't necessarily need to be included in your ticket shop and accepted by your visitors. The law states that your terms of service must be made available to the public. More specifically; the consumer needs to have a clear opportunity to read the terms of service before making a purchase. It's sufficient to have your terms of service available on your website alone. If you don't yet have any terms of service for your event, then we strongly urge that you compile them and make them publicly available.

Can a ticket buyer claim the "14 day withdrawal period for online purchases" or the so-called "Buying at Distance Law"?

Events and leisure activities are included in a category of exception within the Buying at a Distance Law. As it is an exception, you don't need to refund a visitor if they ask for it. If you would like to refer to a source while in correspondence with a visitor, you can use this article (Dutch) by the Authority for Consumers and Markets.

Am I insured as an organiser, and if so, what am I insured for?

Some insurers pay out when the government forces you to cancel an event. The proceeds from ticket sales as well as any other costs accrued in relation to the event should be (partially) covered. However, if the cause is a nationwide epidemic, this could possibly fall outside of your (event) insurance. Make sure to contact your insurer, if you have one, and check what they do or do not cover.

Author image

Andy Greenwood

Content Marketeer

Once took a peek behind the scenes at events and never wanted to leave again. Has a serious passion for music and plays guitar in his band.