Is it possible to get a refund for tickets on Kassir.ru and how to do it?

Ostapenko Ivan Nikolaevich

Consumer Protection Lawyer

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Kassir.ru is a free online cash register. Here you can buy a ticket to the desired event quickly and with a minimum commission. But sometimes it happens that plans change dramatically. Then, how to return tickets to Kassir.ru? There are several rules that must be followed in order to return a ticket.

Is it possible to return?

Refunds for tickets purchased on the website kassir.ru or at the KASSIR.RU box office are carried out in accordance with the terms of the public offer .

Laws governing return conditions:

1. Decree of the Government of the Russian Federation of June 6, 2021 No. 830 “On amendments to the Regulations on the jurisdiction of the cancellation, exchange or transfer of entertainment organizations or vouchers for such events, in the event of a threat of individual emergency situations occurring on the territory of Russia or on its part.”
2. Article 52.1. Law of the Russian Federation “Fundamentals of the legislation of the Russian Federation on culture”.

How to return tickets purchased online

The Decree states that the specifics for returning tickets purchased online (including the conditions for submitting an application electronically) “may be determined in accordance with the performing arts organization’s or museum’s own refund procedures, taking into account the technical capabilities of the performing arts organization or museum.” Therefore, it is advisable to find out in advance about possible nuances that are typical for the organization from which you are buying a ticket. If there are no specific rules, then the same conditions that we described above apply.

Causes

You can return your ticket to Kassir.ru if the event was:

• cancelled;
• rescheduled.

You can also get a 100% refund of the ticket price for the following reasons:

• illness;
• death of a family member or close relative.

The buyer can also reimburse the cost of the ticket in the event of the threat or occurrence of certain emergency situations, the introduction of a high alert regime or an emergency situation on the territory of the Russian Federation.

Voluntary returns (for example, if the buyer changes his mind about attending the event or has other things to do) is possible if the return deadlines are met.

What to do if you receive a refusal

First, you should contact the administration with a complaint, which will outline the reasons for your inability to attend the events and the actions taken to return the ticket. The claim is drawn up in two copies, one remains with the person who bought the ticket; it must be signed and stamped, which will confirm that the document has been accepted for processing.

If after this you are refused a refund, contact Rospotrebnadzor with a request to conduct an inspection. After or in parallel with this, you can go to court. To maximize your chances of winning, collect the necessary documents and evidence that will confirm your right to receive money back.

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Rules, conditions and terms

A refund of the ticket price in case of cancellation of an event due to the introduction of high alert or emergency situations is carried out to the visitor on his initiative no later than 180 days from the date of the visitor’s request for a refund of the ticket price. If the day of application fell at a time when the specified regimes were in effect, then 180 days are counted from the first working day after the cancellation of the relevant regimes.

If an event is postponed , the previously purchased ticket remains valid for the new date. There are no refunds for such events.

Clauses 3.1 and 4 of the Decree of the Government of the Russian Federation of June 6, 2021 No. 830 cancel the client’s right to a refund for tickets to events postponed due to the introduction of a high alert regime in the region.

Tickets purchased at a discount are not accepted for refund.

If you wish to return a ticket for personal reasons in relation to cultural and entertainment events, the amount of the refund is determined depending on the period of application:

• no later than 10 days before the event, refund - 100% of the ticket price;
• less than 10, but no later than 5 days - 50% of the ticket price;
• less than 5, but no later than 3 days - 30% of the ticket price;
• less than 3 days - 0%.

Service fee and shipping charges are non-refundable.

Instructions

So, let's look at how to get your money back for a concert ticket step by step. Strictly adhere to this algorithm in order to be guaranteed to receive the full amount from the organizers.

Monitor when the alert mode will be lifted

If the high alert regime in the region is not lifted, the organizers are not obliged to resolve issues with the postponement or cancellation of concerts. Therefore, regularly review the official websites of senior officials of your subject for relevant information.

Monitor the organizer's website

If the restrictions are lifted, information about whether the concert is postponed or canceled should appear on the organizer’s website within 14 days.

Apply for a refund

If the concert is cancelled, you have the right to apply for a refund within six months from the date of lifting of covid restrictions.

The ticket must be attached to the application. All documents can be submitted through the cash desk. Then you need to take with you a second copy of the application, on which the organizer must put the appropriate mark. You can also send documents to the organizer's email.

The refund period for a concert ticket is 180 days. Unfortunately, the buyer of tickets cannot count on paying any penalties or interest. If an agent's commission (also called an execution fee) is allocated on the cash receipt, then you should contact an intermediary to return this amount.

Suppose the concert is not cancelled, but postponed, but the new date does not suit you. Does this mean that you are guaranteed to be left without money? No, some organizers meet the buyers halfway and return the money. However, during a pandemic, this is their right, not their obligation.

Go to court

Quite often, organizers and intermediaries refuse to return money even after the due date has expired. For example, an organizer may cancel an event but then state, for example, that “a concert is planned.” In this case, it is necessary to file a claim in the world court (if the cost of tickets does not exceed 100 thousand rubles) or in the district court (if more than 100 thousand rubles were paid for tickets).

Please note that the Law “On Protection of Consumer Rights” applies to these relations. This means that the citizen himself decides where to go - to the court at his place of residence, the location of the defendant, or the place of execution of the contract. In this case, the state duty is not paid if the amount collected does not exceed 1 million rubles.

What can a buyer expect?

• for reimbursement of ticket costs;
• for compensation for moral damage;
• to a fine for refusal to comply with a citizen’s demands on a voluntary basis, provided for by the legislation on the protection of consumer rights (50% of the amount collected);
• for compensation for losses incurred;
• for compensation of all legal costs.

Problems returning a concert ticket?

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Alternative way to get your money back

If you bought tickets online and paid for them using your bank card (not from one account to another), the money can be returned through chargeback. To do this, prepare an appropriate application to the bank, attach supporting documents to it, for example, copies of tickets, statements, response from the organizers, etc. When resolving this issue, each bank is guided by the rules of the Visa, Mastercard and Mir payment systems.

For example, Visa provides a refund if the customer contacts the bank within 120 days of purchasing the ticket and provides evidence that they have attempted to resolve the problem on their own. If the bank makes a positive decision, the buyer will be refunded the entire amount and service fee.

Sample application for ticket refund

Ready-made samples of applications for refunds for concert tickets can be found on the official websites of the organizers. The law does not establish a single form for these documents, but it is recommended to adhere to the following structure:

• name, address of the organizer;
• Full name, address, contact and passport details of the ticket buyer;
• ticket number, information about when and where it was purchased, its cost;
• name, original date and time of the event;
• reason for returning the concert ticket;
• bank details where the operator must transfer the money;
• signature, date of the citizen.

So, as we can see, it is quite difficult to get your money back for a canceled concert during a pandemic. However, if you make an effort, you can get a refund even if the event is postponed.

Recommended reading:

How to get a refund for a plane ticket?

How to make a return?

You can return money for an electronic or paper ticket to Kassir.ru either through the ticket office or online.

To process a return you will need:

1. Completed application for ticket refund.
2. Passport.
3. Purchased tickets.
4. Cashier's check.

To return tickets purchased on Kassir.ru through the cash desk, you will need to provide original documents.

When returning online, you must scan the application and other documents and send them by email

Refunds are accepted only from persons who purchased the ticket.

Procedure and required documents

To return a ticket to a cultural event, you must submit an application within the established time frame. If the reason for the refusal is the illness of the failed spectator, then it will also be necessary to present sick leave and other documents that confirm health problems. If this is not possible on the day of submitting the application (for example, the person is still sick and does not have sick leave yet), this can be done within 14 days after.

In cases that do not provide special benefits to the viewer, there is no need to provide additional documents; the main thing is to comply with the return deadlines.

Refund

The return period for tickets is regulated by the legislation of the Russian Federation. If payment was made by card, the money will be returned to your account within 7–10 business days . The Kassir.ru service is not responsible for delays on the part of the bank. When paying in cash, the money will be refunded at the time of application.

The return period may be extended due to a long period of self-isolation, which is directly related to measures taken to prevent the spread of coronavirus in the country.

In what cases is it possible to get a refund for a ticket?

Based on legislation and consumer rights, you can easily return the amount. The main situations are listed below.

1. If you decide not to watch. However, you are not required to explain the reason.
2. The session is offered to be viewed in an unfamiliar language, which you did not know about when you bought your tickets.
3. The plot of the film is not suitable for age, which was not stated in the synopsis or poster.
4. The show was of poor quality.
5. The session was cancelled.
6. They replaced the film with another one.
7. If the viewing was delayed even by 5 - 10 minutes, the viewer has the right to refuse further viewing and demand a refund of the entire amount spent on the purchase of tickets.

Important: if you personally simply didn’t like the film, then proving you were right will be quite problematic. Such a claim from the viewer is considered by the court, taking into account the quality of the material provided, making an overall assessment. In most cases, the person will be refused.

How to return a concert ticket to the box office

According to current legislation, an individual has the right to return a ticket before the start of the concert, regardless of the reason that prompted him to take this step.

If you purchase a ticket through the organization's box office, the person must write an application using a standard form addressed to the administrator of the concert venue. Attach a paper ticket to it (it remains with the buyer until the money is refunded).

The application must indicate:

• Full name of the applicant and his contact information;
• date and method of ticket purchase;
• the amount he spent on tickets;
• demand to return funds with reference to the “Consumer Rights Protection Law”.

It is not necessary to write the reason for returning the tickets. The application is written to the management of the concert organizer. A sample application can be downloaded here.

The cashier is obliged to register the application, indicating the time of reception and transfer a copy of the application with the appropriate mark to the buyer.

The money must be returned to the applicant within the specified time frame.

Brief description of the ticket sales service

The electronic cash service Kassir.ru is one of the largest resources that offer the purchase of air and railway tickets, as well as the opportunity to purchase entry tickets to entertainment services in different cities. This is a federal system with the help of which you can not only purchase, but also return tickets at a favorable offer to the cashier.

Advantages of purchasing on the site:

• the site has existed for 17 years and offers its customers to buy air tickets and railway passes. All services are provided via the Internet, so the client does not have to stand in line;
• There are about 30 representative offices on the territory of the Russian Federation, in addition, the company has a presence in 7 countries of the world;
• the ability to purchase electronic coupons;
• There are more than 2,000 ticket offices in Russia where you can buy a paper travel voucher.

The company was founded in 1999 and during this time it was able to become one of the leading services offering to quickly and efficiently purchase all necessary travel documents. Thanks to properly thought-out operating principles, kassir. ru was able to unite leading companies from Lithuania, Latvia, Estonia, Kazakhstan and Ukraine.

Tickets

When purchasing tickets on the company's website, the client becomes a party to the agreement, which is posted on the official website. According to it, every site visitor has the right to purchase a ticket, but only according to the conditions offered by this company. When agreeing to the terms, the client must familiarize himself with the cost of the required document; if payment has been made, it means that the user has accepted the agreement.

Any adult user who has a document confirming the identity of a citizen of the country can buy tickets on the cashier website. After payment has been made, a receipt is issued, which will be considered a confirmation that all contracts have been read and there are no complaints about their contents.

Service logo

When purchasing, a service fee of 10% of the price is charged, since Kassir.ru is an intermediary between the seller and the buyer.