Have you often found yourself in a situation where theater tickets have been purchased, a new dress is waiting to be worn, and then suddenly you have a runny nose or fever... The question immediately arises - how to return the ticket? Let's look at different situations.

At the theater box office

If you bought tickets at the box office, then the situation with returning a theater ticket will probably look like this. You come to the box office, where the cashier, as a person who only knows how to sell and advise on the availability of tickets, will most likely refuse to resolve this issue on his own. In this case, ask a senior administrator. Be prepared to show tickets, passport, take a couple of sheets with you blank paper and a pen. Don't forget about the check - this is the most important legal document in our case!

Return of theater tickets is carried out at any time before the start of the performance and without explaining any reasons, guided by the following documents:

1. Article 32 of the Law “On Protection of Consumer Rights”

(“The consumer has the right to refuse to fulfill the contract for the performance of work (rendering services) at any time, subject to payment to the contractor for the expenses actually incurred by him related to the fulfillment of obligations under this contract”);

2. Article 782 of the Civil Code of the Russian Federation

(“Unilateral refusal to execute a contract for the provision of paid services

1. The customer has the right to refuse to fulfill a contract for the provision of services for a fee, subject to payment to the contractor for the expenses actually incurred by him."

The administrator will most likely scare you with a terrible amount of those “actually incurred expenses” in order to cool your desire to return tickets. At this moment, you need to be firm and, on the basis of Federal Law No. 117 of the Tax Code of the Russian Federation in terms of Article 252, as well as the Law “On the Protection of Consumer Rights” and the Civil Code, cited above, ask for documentary evidence of the amount of these expenses. As a rule, they roll their eyes and say, “To hell with you!” - and you get your money back. If the bickering continues, write a statement addressed to the director of the theater and be sure to register it with the administrator. The theater management must respond to it within 30 days from the date of registration of the application. If there is no reaction, go to court.

Important! Please note that tickets must be returned not on the day of the performance, but several days before it. After the event, no one will accept them anymore.

Return ticket to. Source: Ticket return to.

At the ticket agency

If you buy tickets from agencies, be sure to read the refund conditions, which are usually written on the portal. Let's look at the conditions in the four most popular ones.

The oldest ticket agency concert.ru informs that tickets can be returned at the buyer’s request if the client is registered on the agency’s portal. Refunds are made at the central office of the Concert.Ru company from Monday to Friday from 10-00 to 19-00. You must have tickets, a receipt for payment and the passport of the person indicated in the receipt. Refunds are made by the senior cashier based on a written application from the client, while the communication fee and ticket delivery costs are not refunded.

Kassir.ru operates under a similar system. In their offer agreement, they note that the refund is made within fourteen days from the date of purchase of tickets, but no later than five working days before the date of the event (clause 6.6. Public offer). It is important to note that kassir.ru returns money for tickets even if you pay with Web Money and Yandex Money. The road is open for lovers of online payments!

The popular portal ponominalu.ru on its website in the “Return Conditions” section stipulates: “Refund and/or replacement of tickets is possible in case of cancellation, replacement or postponement of the event.” Be careful!

The ticket agency parter.ru even has such a service as “Ticket Insurance”. In this case, there is already a checkmark next to this service, which means that the service is automatically activated. What is it? An insurance contract (insurance policy) will allow you to receive monetary compensation, if you are unable to attend the event due to sudden illness, poisoning, property losses, injury and other insurance risks. Thus, in your personal account you will see the amount of the insurance premium payable, which depends on the cost of the ticket and, accordingly, increases the final cost of your order. It is possible to conclude an Insurance Agreement (purchase an insurance policy) only during the process of ordering a ticket.

As you can see, the rules for returning tickets are different everywhere, so be careful when ordering. If your visit to the theater may be in doubt, then seriously think about it: it might be worth overpaying for insurance, but in the end, in the event of force majeure, you will be able to get the entire amount back.

Many people believe that returning purchased theater, cinema or concert tickets is an almost impossible task. This opinion is also supported by the administration’s signs above most ticket offices, indicating that “tickets cannot be exchanged or returned.” However, in this case, consumers should know that the law is on their side and allows refusal to attend a performance before it starts, even without giving a reason. How to do this correctly is described below.

Is it possible to return a theater ticket to the box office?

Many theatergoers have probably encountered this situation - tickets for the premiere of the play have been purchased, but due to unforeseen circumstances (they were called to work on a day off, relatives arrived, the temperature unexpectedly rose, and so on), the person will not be able to go to the show. What to do, since attending a theatrical performance can be quite an expensive undertaking? In this case, take the purchased invitations to the performance back to the box office, since, in accordance with the Russian law on the protection of consumer rights, you are required to return the money spent. However, you should know that you have the right to return purchased theater 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. 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. Next, follow these step-by-step instructions:

Tell the theater cashier that you would like to return your previously purchased tickets., back and explain the reason for this decision (although by law it is not at all necessary to talk about the reasons for refusing to attend the performance).

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

• To whom the document is addressed (director, theater administrator);
• Who does the paper come from (full name, address, passport details of the client);
• For what performance and on what date were the invitations purchased;
• How much money did you pay;
• Why did it become necessary to hand over purchased receipts to the cashier;
• What are your demands - 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, enclosing your theater tickets.

Wait for a decision on your appeal to be made (this period, by law, should not exceed 10 days).

If the responsible person (administrator, senior cashier) refuses to accept your application, the procedure changes slightly:

• Ask the cash register for a complaint book, which should be given to you upon request, and make the appropriate entry;
• Make a personal visit to one of the following organizations - Rospotrebnadzor, Ministry of Culture, Union for the Protection of Clients' Rights;
• You file a complaint with the organization stating that the theater administration refused to accept your claim;
• To certify the fact of refusal, involve two witnesses and get their signatures under the document.

Typically, the processing of an appeal lasts no more than two weeks - this is the period established by consumer law. After this period, you will receive your funds back.

Is it possible to return theater tickets on the day of the performance?

You can return purchased invitations to the box office on any day, even on the day of the performance. However, this must be done before the start of the theatrical performance. At the same time, the amount returned Money will directly depend on how far in advance you hand over your tickets to the box office. Thus, in accordance with established regulations:

• At least 80% of the cost will be returned if you hand in 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, Please be aware that a full refund is not possible in any case., since the client will be required to recover the amount of actual theater expenses. But even in this case, it is not taken out of thin air, but on the basis of regulations, which must be presented to the consumer upon his request.

How to return a theater ticket purchased online?

In our information age invitations to a performance are often purchased not at the box office, but via the Internet. Is it possible to hand them over 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 invitations if they were purchased on the website of an official theatrical representative. As a rule, the resource itself describes a detailed procedure for refunding funds. For example, the refund amount depends on how many days in advance the person decided not to attend the theater. For example, if this happened on the day of the premiere, then he can expect 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 the tickets purchased.

It often happens that tickets for a performance in a theater or a session in a cinema have already been purchased, but I can't go for some reason.

The best way out of this situation is refund of the ticket and its cost. We’ll talk further about whether it’s possible to return theater tickets and get their full price back.

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call free consultation:

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Possibility of return or exchange

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

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

This is not entirely true - viewer has the right to return a ticket before the premiere without giving reasons of your actions and get your money back, with the exception of the amount of deduction of expenses from ticket issuance.

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 decision to the last.

Legislation

Buying a ticket is essentially make a deal between the viewer and the event administration.

All the terms and conditions of this deal must be stated either on the ticket itself, on the event website, or on a brochure that you can ask the cashier for.

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 contacting the administration with a request for the return of funds.

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

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

To avoid disputes with the administration of the enterprise, before purchasing a ticket you need to read the terms and conditions for 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 his return until the end (the only exception is the Bolshoi Theater).

Watch the video about return policy tickets to box office:

Return e-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 purchasing and returning 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 purchase and sale agreement in the form of a public offer, when an organization publicly offers a service and concludes an agreement with everyone who applies and fulfills the proposed conditions.

In public offers (usually located at the bottom of the website 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, a public offer is posted, in clause 4.1.5 of which it is stated that the Contractor undertakes the obligation to refund, upon the Customer’s request, money to the Customer for previously provided Services of the Contractor in the event of cancellation/ replacement/postponement of the Event. If you are unclear, you can call the numbers listed on the website or write to email agency (with notification of delivery letter).

And the website of the Ticketland agency directly provides return options.

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

Step 1. Login Personal Area.

Step 2. Enter the “Orders” tab.

Step 3. Select the order that needs to be returned 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 return procedure to complete.

To return tickets for mobile phones registered on the website, the procedure is also described (https://www.ticketland.ru/landing/refund_faq/).

The website also published Rules for the return of electronic and mobile tickets (https://www.ticketland.ru/landing/ticket_return_rules/), paragraph 9 of which states: “If the Client wishes to make a refund for the electronic and/or mobile ticket The client, through his personal account, selects the “Return ticket” option, after which he mobile phone The Client receives an SMS message with a confirmation code, which the Client must enter in the pop-up window of the monitor to successfully complete the operation of returning an electronic and/or mobile ticket."

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

Now about the refund.

According to Art. 32 of the Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the Protection of Consumer Rights” (hereinafter referred to as the Law on the Protection of Consumer Rights), the consumer has the right to refuse to fulfill the contract for the performance of work (provision of services) at any time, subject to payment to the contractor for the expenses actually incurred by him related to the fulfillment of obligations under this agreement.

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

The public contracts of these agencies, unfortunately, contain a condition that infringes on the rights of consumers. For example, ticket refunds are “only in the event 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 this is what happened.

The Rospotrebnadzor department fined one of the Moscow theaters (a cultural institution) that included in the contract with the viewer (ticket) conditions that infringed on consumer rights established by consumer protection legislation, namely: the theater’s electronic ticket contains information according to which “purchased Tickets can be exchanged and are not refundable, except in cases of cancellation, replacement or postponement of the performance to another date,” and also in clause 11.1 of the Regulations on the rules for the sale of theater tickets, management of ticket management and visiting the theater, it is stated that only “in case of cancellation, replacement or postponement of the 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 consumer rights established by law.

The theater challenged the decision of the administrative body in the arbitration court, which, having examined 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 a contract of conditions that infringe on consumer rights 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 entry into force of part two of the Civil Code Russian Federation» in cases where one of the parties to the obligation is a citizen who uses, purchases, orders or intends to purchase or order goods (work, services) for personal needs, such a citizen enjoys the rights of a party to the obligation in accordance with Civil Code RF, as well as the rights granted to the consumer by the Law on the Protection of Consumer Rights.

In accordance with paragraph 2, 4 of Art. 421, paragraph 1, art. 422 of the Civil Code of the Russian Federation, the parties may enter into an agreement, both provided for and not provided for by law or other legal acts; the terms of the agreement are determined at the discretion of the parties, except in cases where the content of the relevant term is prescribed by law or other legal acts.

The agreement must comply with the rules obligatory for the parties, established by law and other legal acts (imperative 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 fulfill the contract for the performance of work (rendering services) at any time, subject to payment to the contractor for the actual expenses incurred by him related to the fulfillment of obligations under this contract.

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

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

Consequently, those terms of the contract that limit 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 rights protection are recognized as infringing.

The theater's electronic ticket contains the following information: “Purchased tickets cannot be exchanged or returned, except in cases of cancellation, replacement or transfer of the performance to another date.” Thus, the theater 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 Code of Administrative Offenses of the Russian Federation entity is found guilty of committing an administrative offense if it is established that he had the opportunity to comply with the rules and norms for violation of which the Code of Administrative Offenses of the Russian Federation or the laws of a constituent entity of the Russian Federation provides for administrative liability, but this person did not take all measures depending on him to comply with them.

There is no evidence in the case file that the applicant was unable to comply with legislation in the field of consumer protection due to extraordinary events and circumstances that it could not have foreseen and prevented while observing the degree of care and diligence that it required.

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