Return of theater tickets law. Refund of theater tickets purchased online

You can return an electronic ticket on the same website where you purchased the ticket (on the website of the theater or agency).

As a rule, all online operations for the purchase and return of tickets are indicated step by step, you just need to follow the recommendations.

In addition, any sale of tickets online (real time) is carried out on the basis of a ticket sale agreement in the form of a public offer, when the organization publicly offers the service and concludes an agreement with each person who applied and fulfilled the proposed conditions.

In public offers (located, as a rule, at the bottom of the site page) there is a section dedicated to the return of tickets.

For example, on the website of the ticket distribution agency Ticket to the Theater LLC, there is a public offer, in clause 4.1.5 of which it is said that the Contractor undertakes to refund money to the Customer at the request of the Customer for the previously rendered Services of the Contractor in case of cancellation / replacement/transfer of the Event. In case of ambiguity, you can call the phone numbers indicated on the website or write to the agency's e-mail (with a notification of delivery of the letter).

And on the website of the Ticketland agency, return options are directly provided.

To order tickets online (https://www.ticketland.ru/landing/refund/) you need to do the following.

Step 1. Log in to your personal account.

Step 2. Enter the "Orders" tab.

Step 3. Select the order you want to return and click the "make a return" button.

The ticket return form will open below.

Step 4. In the form that opens, click the "make a return" button.

Step 5. In the window that appears, enter the code sent to the phone number specified during registration and click the "OK" button.

Step 6. Wait for the end of the return procedure.

For the return of tickets for mobile phones registered on the site, the procedure is also scheduled (https://www.ticketland.ru/landing/refund_faq/).

The site also publishes the Rules for the return of electronic and mobile tickets (https://www.ticketland.ru/landing/ticket_return_rules/), in paragraph 9 of which it says: "If the Client wishes to return funds for the electronic and / or mobile ticket The Client selects the “Return ticket” option through their personal account, after which an SMS message with a confirmation code is sent to the Client’s mobile phone, which the Client must enter in the pop-up window of the monitor in order to successfully complete the operation to return the electronic and/or mobile ticket.

The money is transferred to the card from which the payment was made, or to bank details.

Now about the refund.

According to Art. 32 of the Law of the Russian Federation of 07.02.1992 No. 2300-1 “On Protection of Consumer Rights” (hereinafter referred to as the Consumer Rights Protection Law), the consumer has the right to refuse to execute the contract for the performance of work (provision of services) at any time, subject to payment to the contractor of the expenses actually incurred by him related to the performance of obligations under this agreement.

The wording “expenses actually incurred by him in connection with the performance of obligations under this agreement” covers, for example, the expenses of an agency (but not the theater) that has already fulfilled its obligations, acting on behalf of the theater under an agency agreement. As a rule, commissions are up to 10% of the ticket price.

Unfortunately, the public contracts of these agencies contain a condition that infringes on the rights of consumers. For example, ticket refunds are made “only in case of cancellation/replacement/postponement of the event”, and such a restriction is illegal.

One of the Moscow theaters tried to apply a similar restriction in its rules. And that's what happened.

The Department of Rospotrebnadzor fined one of the Moscow theaters (a cultural institution) that included in the agreement with the viewer (ticket) conditions that infringe on consumer rights established by consumer protection legislation, namely: the theater’s electronic ticket contains information according to which “the purchased Tickets for exchange and are non-refundable, except in cases of cancellation, replacement or rescheduling of the performance to another date", as well as in clause 11.1 of the Regulations on the rules for the sale of a theater ticket, ticket management and visiting the theater, it is indicated that only "in case of cancellation, replacement or rescheduling of an event ( performance) the viewer has the right to return the purchased tickets to the theater and demand a refund of the money paid”, which is an infringement of the rights of consumers established by law.

The theater challenged the decision of the administrative body to the arbitration court, which, after examining all the circumstances of the case, came to the following conclusions.

In accordance with Part 2 of Art. 14.8 of the Code of Administrative Offenses of the Russian Federation, the inclusion in the contract of conditions that infringe on the rights of the consumer established by law, entails the imposition of an administrative fine on legal entities in the amount of 10 to 20 thousand rubles.

According to the provisions of Art. 9 of the Federal Law of January 26, 1996 No. 15-FZ "On the Enactment of Part Two of the Civil Code of the Russian Federation" in cases where one of the parties to the obligation is a citizen who uses, acquires, orders or has the intention to purchase or order goods (works, services) for personal needs, such a citizen enjoys the rights of a party to an obligation in accordance with the Civil Code of the Russian Federation, as well as the rights granted to the consumer by the Consumer Rights Protection Law.

In accordance with paragraph 2, 4 of Art. 421, paragraph 1 of Art. 422 of the Civil Code of the Russian Federation, the parties may conclude an agreement, both provided for and not provided for by law or other legal acts; the terms of the contract are determined at the discretion of the parties, unless the content of the relevant terms is prescribed by law or other legal acts.

The contract must comply with the rules binding on the parties, established by law and other legal acts (mandatory norms) in force at the time of its conclusion.

By virtue of Art. 32 of the Law on the Protection of Consumer Rights, the consumer has the right to refuse to execute the contract for the performance of work (provision of services) at any time, subject to payment to the contractor of the expenses actually incurred by him related to the fulfillment of obligations under this contract.

By virtue of h. 1 Article. 782 of the Civil Code of the Russian Federation, the customer has the right to refuse to fulfill the contract for the provision of services for compensation, subject to payment to the contractor of the expenses actually incurred by him.

In accordance with paragraph 1 of Art. 16 of the Law on the Protection of Consumer Rights, the terms of the contract that infringe on the rights of the consumer in comparison with the rules established by laws or other legal acts of the Russian Federation in the field of consumer protection are recognized as invalid.

Consequently, those terms of the contract that restrict the rights of the consumer in comparison with the rules established by laws or other legal acts of the Russian Federation in the field of consumer protection are recognized as infringing.

The theatre’s e-ticket contains information: “Purchased tickets are not subject to exchange and return, except in cases of cancellation, replacement or rescheduling of the performance to another date.” Thus, the theater has limited the consumer's ability to refuse the service and return tickets to the box office in any cases other than those specified in clause 11.1 of the said Regulations.

In accordance with Part 2 of Art. 2.1 of the Code of Administrative Offenses of the Russian Federation, a legal entity is found guilty of committing an administrative offense if it is established that it had the opportunity to comply with the rules and norms for the violation of which the Code of Administrative Offenses of the Russian Federation or the laws of the constituent entity of the Russian Federation provides for administrative liability, but this person has not taken all measures depending on him for their observance.

There is no evidence of the impossibility of the applicant to comply with consumer protection legislation due to extraordinary events and circumstances that he could not foresee and prevent, while observing the degree of care and discretion that he required, in the case file.

On the basis of these conclusions, the arbitration court refused to satisfy the theater’s complaint against the decision of the Rospotrebnadzor department (see the decision of the Ninth Arbitration Court of Appeal of August 22, 2016 No. 09AP-36246 / 2016 in case No. A40-93832 / 16; the decision of the Supreme Court of the Russian Federation of February 28, 2017 No. 305-AD16-21406, the theater was denied the transfer of case No. A40-93832 / 16 to the Judicial Collegium for Economic Disputes of the Supreme Court of the Russian Federation for review in the cassation proceedings of this decision).

Its terms must be reflected in one of the following places:

on the ticket itself
on the event website
in the brochure, which must be provided by the cashier at the request of the buyer.

Information By making a purchase, a person agrees to all the terms of the contract. It reflects information about the possibility of returning tickets. Obstacle in the return of funds is contrary to applicable law. The regulation of the Ministry of Culture of the Russian Federation on theatrical and entertainment enterprises states that the consumer has the right to refuse to perform the contract at any time, provided that the actual costs incurred are paid to the contractor. They are:

ticket printing;
seat reservation;
other expenses.

A similar phrase fixes the law on consumer protection.

Refund of tickets for cancellation, replacement and rescheduling

Content

Theater ticket refunds
Return conditions
Documents for the return of payment
Making an application
Amount to be refunded

A visit to the theater is always a holiday, but sometimes it happens that for some reason you have to postpone the event. There is a need to return the tickets and get back the money paid for them.

In this article, we will consider whether it is possible to return tickets to the theater and how to do it correctly. Return of tickets to the theater according to the law Often, when returning theater tickets, they are refused to be accepted back, referring to the internal regulations of the organization.
This is fundamentally wrong, as it contradicts the Federal Law (FZ) of the Russian Federation "On the Protection of Consumer Rights", Article 32 and Article 782 of the Civil Code of the Russian Federation. These laws have the highest legal force in comparison with the internal regulations of the theater.

Can I return theater tickets?

Important

Information regarding the procedure for the return of funds is also reflected in the civil code of the Russian Federation. Article 782 states that a person has the right to refuse services.

In this case, the costs incurred by the contractor must also be paid. The role of the performer here is the organizer of events in the theater.
He may also refuse to provide sleep if he reimburses the buyer for the costs incurred. Buyer's rights The rights and obligations of the buyer are regulated by the Consumer Rights Protection Act.

A person has the right to receive the service for which he paid. The law allows you to waive it with reimbursement of costs that the organizer of the event is forced to bear. This means that the administrator cannot refuse to return a theater ticket to a citizen. However, the action must be taken prior to the start of the event. Additional information Specific terms depend on the type of service.

Is it possible to return a theater ticket back to the box office - return procedure

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Can theater tickets be returned? ticket refund policy

By purchasing a ticket, the buyer automatically agrees to this condition. But it fundamentally contradicts Article 16 of the Consumer Protection Law and can be challenged.

If a refund is refused Not all theater establishments are loyal to their visitors and are ready to return a ticket for reasons other than those specified in the rules developed by the administration. Often people are refused even on a written application.

Attention

In this case, protection can be obtained from Rospotrebnadzor, a consumer protection society or a court. In any case, it will be necessary to provide a number of documents confirming not only the purchase of a ticket, but also the fact that the administration refused to voluntarily satisfy the application.

Can theater tickets be returned? Of course you can. You just need to know your rights and the laws governing relationships in this area.

Can I change my theater ticket for another date?

The following purchase options are available today:

through intermediary agents;
electronically through the official websites and representative offices of the institutions where the event is planned;
traditionally at the ticket office.

To get to some events, you need to take care of acquiring an input document in advance. Otherwise, you can either completely miss an important premiere, or get not the best seats.

It is the agents who may have tickets available even in the last hours before the event. Of course, such an offer will be much more expensive. The electronic way of buying tickets saves a lot of time. No need to go anywhere, stand in line. Most online services have a clear interface. They allow you to choose a specific place, price and make a purchase in a matter of minutes.

Can theater tickets be returned?

Return of tickets to the theater must be formalized. The entire procedure for the delivery must comply with the norms enshrined in the current legislation.

Today, most theaters are state institutions. They are accountable to the Ministry of Culture of the Russian Federation. This allows the consumer to complain about the actions of persons who do not want to comply with the norms of the current legislation. If the theater administration stubbornly refuses to accept tickets and return the money, the person has the right to file a complaint with a higher authority. In case of rejection of the application, experts advise to refer to the norms of the current legislation and inform that a complaint will be filed with Rospotrebnadzor. This may change your decision. If the theater administration continues to persist, it is worth preparing an evidence base and going to court.

Conditions and documents for a refund for a theater ticket

General Rules for Returning Tickets Each of the institutions holding events may establish their own rules for returning tickets. It is better to clarify them before acquiring the latter. So, finding out whether it is possible to return tickets to the Bolshoi Theater, the necessary information can be easily found on the official resource of this institution.

Most often, this action is provided only in case of cancellation, replacement, transfer of the event. But is it possible to return tickets to the theater for reasons other than those indicated? After all, as in everything, obstacles periodically arise in our life that completely destroy all plans. The cost of visiting some concerts and premieres is quite high. It can make up a significant portion of the monthly family budget. Legislation on the return of tickets The administration of institutions, when answering the question of whether it is possible to return tickets to the theater for personal reasons, is somewhat disingenuous.

Return of tickets to the Bolshoi Theater

Experts advise to get acquainted with it at the time of the purchase of tickets. The term is fixed in the contract. You can study the application of the agreement on the official website of the event organizer or at the sales office. The cashier is obliged to provide the citizen with a document that reflects all the features of the interaction between the buyer and the seller. Additional information If a citizen finds out that he will not be able to get to the event in the theater immediately before it is held, you can try to resell the ticket. There is no other way to return the money. Can I return an e-ticket to the theatre? The main difference between an electronic ticket and a standard one is the implementation via the Internet. The ticket is not provided on a physical medium. At the time of purchase, the citizen will receive an electronic copy of the entrance document to the theater.

How to return tickets to the Bolshoi Theater

If at the time of the appeal, there is money at the cash desk, then basically, the cashier issues them on the same day, immediately. If the session was paid for with a bank card, then the money will be transferred to it to the person who made the payment. There are situations in which the ticket amount is refundable in full. These include:

cancellation of the presentation;
transfer to another number;
providing services of inadequate quality, for example, destruction of scenery, non-exit of an actor, etc.;
replacing the scheduled performance with another.

In all these cases, the money is returned to the client in full.

How many days in advance can a theater ticket be returned? According to the current legislation, this must be done before the start of the performance at any time. As soon as the information is received from the viewer, it is necessary to immediately submit the document to the concert.

It often happens that tickets for a performance at the theater or for a session at the cinema have already been bought, and can't go for some reason.

The best way out of this situation is ticket and cost refund. We will talk further about whether it is possible to return tickets to the theater and return their full cost.

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Possibility of return or exchange

There is an opinion that return or exchange the purchased ticket to the cinema, to a performance, or only possible in cases of cancellation, rescheduling or poor quality of the show.

Personal reasons due to which a person cannot attend the event are not taken into account.

It's not quite true - viewer has the right to return the ticket before the premiere without explanation of their actions and get their money back, with the exception of the amount of withholding costs from issuing a ticket.

The administration of the enterprise is extremely reluctant to return money for a ticket, and a person who decides to exchange or return a ticket will have to insist on his own to the last.

Legislation

Buying a ticket is basically make a deal between the audience and the administration of the event.

All conditions of this deal must be indicated either on the ticket itself, or on the event website, or on a brochure that can be asked from the cashier.

What to do in case of refusal?

In that case, if the administration does not want to accept the application and return the funds, then a complaint is written to the department or the Consumer Protection Society and a record is left in.

As a rule, a witness is required to confirm the fact of applying to the administration with a request for the return of funds.

Complaint can be seen within two weeks. If everything is done correctly, then the buyer will be refunded the amount spent in full.

If the complaint was ignored, then the citizen has the right.

To avoid litigation with the administration of the enterprise, before buying a ticket you need to read the terms of its return at the cashier or on the website of the theater or cinema.

In addition, the buyer must remember that the law is on his side, and insist on returning it to the end (the only exception is the Bolshoi Theater).

Watch video about return policy theater box office tickets:

Many people think that returning purchased theater, cinema or concert tickets is an almost impossible task. This opinion is also supported by the signboards of the administration above the majority of ticket offices, indicating that "tickets are not subject to exchange and return." However, in this case, consumers should be aware that the law is on their side and allows refusal to attend the performance before it starts, even without giving a reason. How to do it correctly is described below.

Can I return my theater ticket to the box office?

Many theater-goers have probably come across such a situation - tickets for the premiere of the performance have been purchased, but due to unforeseen circumstances that have arisen (they called me to work on a weekend, relatives arrived, the temperature suddenly rose, and so on), a person will not be able to go to the performance. What to do, because attending a theatrical performance can be quite an expensive event? In this case, carry the purchased invitations to the performance back to the box office, because, in accordance with Russian law on the protection of consumer rights, you are required to return the money spent. However, you should be aware that you are entitled to return the purchased theatrical invitations to the box office only before the start of the performance.

How to return tickets to the theater box office?

Let's take a closer look at how to properly return purchased tickets to the box office of a theater organization. First of all, you need to go to the window in advance, before the start of the performance. In addition to invitations, you must also have your identity card (passport) with you. Then follow this step by step guide:

Tell the cashier that you would like to return the tickets you bought earlier, back and explain the reason for such a decision (although according to the law it is not necessary to talk about the reasons for refusing to attend the performance).

Write a statement in free form, but according to the generally accepted standard template:

To whom the document is addressed (head, theater administrator);
From whom the paper comes (full name, address, passport details of the client);
For which performance and on what date the invitations were bought;
How much money did you pay?
Why did it become necessary to hand over the purchased receipts to the cash desk;
What are your requirements - to return the money back;
Reference to the law - in accordance with the act on the protection of consumer rights;
At the end of the document, you put your signature, and also indicate the date the appeal was drawn up.

Submit your claim to the administrator by attaching theater tickets.

Wait for a decision on the appeal (this period by law should not exceed 10 days).

In the event that the responsible person (administrator, senior cashier) refused to accept your application, the procedure changes somewhat:

Ask at the box office for a complaint book, which you should be given at the first request, and make an appropriate entry;
Pay a personal visit to one of the following organizations - Rospotrebnadzor, the Ministry of Culture, the Union for the Protection of Clients' Rights;
In the organization, you make a complaint that the theater administration refused to accept your claim;
To certify the fact of refusal, involve two witnesses and enlist their signatures under the document.

Usually, the appeal proceedings last no more than two weeks - this is the period established by the consumer law. After this period, you will receive your funds back.

Can I return tickets to the theater on the day of the performance?

You can return purchased invitations to the box office any day, even on the day of the performance. However, this must be done before the start of the theatrical performance. In this case, the amount of the returned funds will directly depend on how far in advance you return the tickets to the box office. So, in accordance with the established regulations:

At least 80% of the cost will be returned if you handed over the receipt to the box office 14 days before the start of the performance;
70% - if this period was 7 - 13 days;
50% - if you brought invitations a week or earlier before the scheduled premiere.

Besides, you should know that a refund is not possible in any case in full, as the amount of actual theatrical expenses will be charged from the client. But even in this case, it is not taken from the ceiling, but on the basis of regulations that must be presented to the consumer at his request.

How to return a ticket to the theater purchased via the Internet?

In our information age, invitations to a performance are often purchased not at the box office, but via the Internet. Is it possible to pass them in this case? Yes, this can be done following the same principles as for the return of regular tickets. The client has the right to return the invitations if they were purchased on the website of the official theatrical representative. As a rule, the resource itself describes a detailed procedure for the return of funds. For example, the amount of the refund depends on how many days the person decided to refuse to visit the theater. For example, if this happened on the day of the premiere, then he can count on a refund of only about 10% of the amount paid, and if 14 days before the performance, then he will be refunded 80% or even more of the cost of purchased tickets.