How to return a ticket to Karo film?

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Published: 10/11/2018

Reading time: 4 min

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Sometimes a planned trip to the cinema is cancelled, and the consumer is faced with a situation where it is necessary to return the ticket to the box office.

Will I get a refund for a returned movie ticket?
Step-by-step instructions for refund

Is the cinema obliged to return the money? Let's figure out what the law says on this matter.

KARO cinema chain, Moscow - review

Good day everyone! Today one of the popular entertainments is going to the cinema.

There are many cinemas with different audiences and pricing policies. Wherever we go, we always want to receive service at the highest level, especially when it comes to relaxation.

Cinemas of the KARO network will not leave any movie fan indifferent! This network includes about 30 cinemas in cities such as Moscow, St. Petersburg, Yekaterinburg, Surgut, Kazan, Kaliningrad, Samara. Personally, I have been to almost all cinemas in Moscow, Moscow Region and St. Petersburg. And what attracts me most is the similarity of cinemas, but at the same time their individuality.

Cinemas are like brothers and in this family there are both young and old, both giants and kids. The network keeps up with the times, so all cinemas are equipped with the latest know-how. For example, each k/t has self-service kiosks. Using such a terminal, all visitors can purchase tickets and bar products without queuing and without interacting with employees.

No one will offer you an extra drink or say additional standard phrases that irritate many.

Here, through a kiosk, you can print out tickets purchased online and go to the theater without going to the box office. The ticket office in the cinemas is phenomenal. Why? Simply because it is located right on the Cinema Bar. That is, guests of the k/t do not have to stand in two lines to first buy a ticket and then buy popcorn.

At KARO they will be served by one cashier, and quite quickly. Most of the chain's movie bars fall into the self-service category.

When can I return it?

There are deadlines for returning tickets to a movie, theater performance, or concert. So, you can return a cinema ticket one to two hours before the start of the show. Depending on the category of the locality, the class of the cinema, these terms may be different, so when buying a ticket, you should inquire about the terms of its possible return.

There is a deadline of five days for returning theater tickets. In some cities it can be larger. Refunds for concert tickets are only possible if there are 10-15 days left before the start of the performance. If you apply later, problems cannot be avoided or you will have to sell the ticket yourself.

It should be borne in mind that the administration of cultural institutions sets the deadline for returning tickets independently, so in any case you can try to return the ticket and get your money back, even if the established deadline has already passed.

To ensure that consumers who have purchased tickets do not return them, event organizers introduce rules according to which the amount paid for a returned ticket is reduced depending on the number of days remaining before the start of the event.

Attention! As practice shows, standard deductions from the cost of tickets are:

up to 20% when returning tickets two weeks before the performance,
up to 40% – in 7-10 days,
up to 70% – in five days.

However, this amount of deduction is not justified. It does not comply with current legislation. That is, one can argue with such demands of the organizers. True, already in court.

Typically, event organizers' costs per ticket do not exceed 10 percent of its cost. This size should be the starting point if a dispute arises.

How to make an application

application from the cinema administration for the return of tickets free of charge in word format

Remember! An application to return a ticket and receive a refund of the money paid for it must contain the following information:

position, surname, initials of the director of the cinema, address of its location,
last name, first name, patronymic, address of the viewer’s place of residence, means of communication with him, including telephone number, email address,
document name: “Application for ticket refund”,
circumstances of purchasing a cinema ticket, on what date, show time, name of the film, series and ticket number, price paid,
the reason for the return, if this is the fault of the cinema administration. If the reason is personal reasons, it is not necessary to indicate them,
Legal grounds for returning a ticket and receiving money paid:
requirement for ticket acceptance and refund,
attached documents, namely a ticket and a copy of a passport or other identification document of the viewer,
date, time, signature, surname and initials of the applicant.

The application is drawn up in two copies: one, with the attached documents, is handed to the administration representative, on the second a note is made indicating receipt of the application.

If the administration refuses to receive the application, it can be sent by mail with a list of the contents and a receipt.

ATTENTION! Look at the completed sample application from the cinema administration for a refund of tickets:

How to file a complaint to the Ministry of Culture?

Is it possible to return an electronic ticket?

Along with the sale of tickets on paper through the box office of cinemas, theaters, and concert halls, it is possible to purchase a ticket via the Internet. That is, buy an electronic ticket. It is paid online using a bank card.

When returning an electronic ticket, the money must be credited to the card from which the payment was made. The rules for returning electronic tickets are indicated on the sales website. Usually they are not much different from the rules for returning tickets purchased offline.

In what cases can they refuse?

The administration does not always accept sold tickets back.

Refusal to accept a ticket and refund is possible in the following cases:

the consumer requested a refund of the ticket when there was less than one or two hours left before the start of the session,
the ticket is not attached to the application or it is damaged,
the call occurred after the end of the session,
a request has been made for a refund for payment for courier services,
A fake ticket is attached to the application.

It is important to know that if there is less than one or two hours left before the start of a show, performance, or concert, the administration of the cultural institution will not accept return tickets. The only way out is to sell the ticket yourself.

Watch the video. How to return movie tickets:

Complaint to Rospotrebnadzor

The legislator does not impose any requirements for its preparation for a document such as a complaint.

standard complaint to Rospotrebnadzor for free in word format

Important! However, practice has developed its own approaches to writing:

the document is written on a sheet of A4 paper by hand or in typewritten text, in two copies,
in the upper right corner the full name of the territorial division of Rospotrebnadzor, its address, including the name of the locality, street name, building number,
if the name of the manager is known, it should also be indicated,
last name, first name, patronymic of the service consumer, address of his place of residence, methods of contacting him, including landline or mobile phone number, email address,
in the center of the sheet the name of the document is written: “Complaint”,
a new line describes the problem that arose, that is, when, where, for what session, at what price was the ticket purchased,
the reason for the need to return the ticket,
date and time of filing an application with the cinema administration with a request to return the money for the refunded ticket,
actions of the administration,
legal grounds for applying to Rospotrebnadzor, the relevant article of the Law on the Protection of Consumer Rights is indicated,
what is the essence of the request,
list of attached documents,
day, month, year of filing the complaint, signature, surname and initials of the applicant.

You should know that when writing a complaint, you should adhere to the business style of writing the document. The events that took place should be presented in chronological order. There is no need to clutter the document with detailed information. There should be no obscene words or insults.

The law provides a 30-day period for consideration of a complaint. If additional time is required, the applicant must be notified in writing.

If the response measures taken by Rospotrebnadzor do not satisfy the applicant, the only option left is to file a claim in court.

ATTENTION! Look at the completed sample complaint to Rospotrebnadzor for the return of movie tickets:

How to submit a complaint to the Prosecutor's Office via the Internet?

Reasons for returning a ticket

As practice shows, you can return a ticket for the following reasons:

The film screening was canceled by the cinema administration due to technical reasons,
the administration replaced the advertised film for which the ticket was purchased with another one,
the film was shown with technical hitches, poor-quality images, sound distortion, and so on,
The administration did not post information about age restrictions for showing the film. Thus, watching the film became impossible due to the fault of the cinema.

Important! In addition, the reasons may be personal:

the viewer changed his mind about watching this movie,
preference is given to another film or cultural event of a different focus.

That is, it is not necessary to voice the reasons why the ticket is being returned. At least the cinema administration has no right to demand this. Her task: to get an undamaged ticket back and return the money.

Terms and definitions used in the agreement

“Session” is the time of visiting the events of the Cinema Portal’s partners (cinemas, skating rinks, zoos, etc.).
“Seance Ticket” is a document executed on a strict reporting form, granting the Client the right to attend events of the Cinema Portal’s partners on a certain date and time.
“Electronic ticket” is an information carrier in digital form confirming the Client’s purchase of Tickets for the Session and payment of the cost of related products, the date and time of the Session, which is provided to the Client by the Electronic Sales System upon payment of Tickets for the Session using the Payment System, giving the right to attend the Session and receipt of related products or exchangeable for a Session Ticket. An electronic ticket is not a strict reporting form.
“Client” is a legally capable individual who has reached the age required in accordance with the legislation of the Russian Federation to complete the transactions specified in this Agreement, and who purchases Electronic Tickets using the Electronic Sales System.
“Electronic Sales System” is a software and hardware complex that provides Clients with the opportunity to select Tickets for a Session for further payment through the Payment System.
“Personal information” – the Client’s data entered by him on the payment page in order to purchase an Electronic Ticket.
“Product (Products)” – any products, ready-made meals, non-alcoholic drinks sold in cinema premises.