How to return money for a concert ticket according to the law - is it possible to return cinema or theater tickets

Possible reasons for return

The reason determines how long before the event a ticket can be returned, as well as the amount that will be returned to the unsuccessful viewer. If a ticket holder refuses to attend a cultural event due to his illness or death of a family member or close relative, he can return all the money, and a refund application can be written even on the day of the event (the first event that can be attended with a subscription, if it is about this type of ticket), but not later.

There may be other reasons, including simply “reluctance” to go, but in this case you will have to worry about returning tickets in advance.

Ticket return procedure

The procedure for returning tickets to theaters, circuses, and concert organizations is not regulated by the Fundamentals; therefore, to obtain an accurate and comprehensive answer on how to return a ticket to a concert, you must be guided by the rules for returning tickets established by the organizations.
In practice, to return a ticket, the viewer must contact the box office or administration of the organization with an oral or written statement and have with him:

paper (electronic) ticket;
passport;
documents confirming the presence of diseases, as well as the fact of relationship with the sick family member, if the return occurs for this reason.

For reference : a number of cultural organizations allow you to apply for a ticket refund in electronic form.
For example, according to clause 7.1.6 of the Bolshoi Theater Ticket Sales Rules, nonresident spectators can apply for a refund for a ticket from their email. In this case, the application for a refund is filled out in a form approved by the theater, with an electronic copy of the ticket and passport attached. The purchased paper ticket must also be returned to the theater. If a viewer of the Bolshoi Theater purchased an electronic ticket, then, according to clause 7.2.6 of the Rules, it can be returned through a personal account after submitting an electronic application. Accordingly, money can be received in cash if the refunded ticket was purchased with it, or to the card from which the payment was made.

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If the event is postponed

During the pandemic, the problem of postponing or canceling an event has risen to the fore. And you need to keep in mind that in this case there are serious nuances of exchanging tickets or getting a refund.

A special Decree was issued that regulates the actions of organizations and spectators.

What changes have been made?

1. If the event is canceled or postponed, the organizer must, within 14 days after the lifting of the high alert regime or others specified in the Resolution, post this information on its official website on the Internet.

2. If an event is cancelled, the organizer may invite spectators to attend the same or any other event after the cancellation of special regimes. If the client is not interested, he has the right to return the full cost of the ticket. If the event is postponed, the organizer has the right to offer to attend the rescheduled entertainment event using a previously purchased ticket or exchange this ticket for a voucher that gives the right to receive tickets to the rescheduled event.

3. The organizer must hold the rescheduled event no later than 18 months after the cancellation of the special regime. Exchange of vouchers for tickets must start no later than 30 days before the new date.

4. Is it still possible to get a refund if the event is rescheduled? This possibility remains if the organizer has not set a new date for the event within 6 months or there is no information about the postponement on the website (it is considered cancelled). In this case, the money for the ticket must be returned on the day of application.

5. You can apply for a refund:

- no later than 6 months from the date of cancellation of the high alert regime, if the event was cancelled;

- no later than 9 months if it was postponed, but was not reported about it on time.

6. The maximum refund period is 180 days.

If the event is not rescheduled: how many days in advance can the ticket be returned and how much will be refunded?

If the reason is illness or death of a family member, you can return the ticket even on the day of the event. The money must be returned within 10 days (if necessary, the review period can be extended to 20 days).

If the reason is different, then the sooner the buyer takes care of the return, the greater the amount he will be able to return (Law of the Russian Federation “Fundamentals of the legislation of the Russian Federation on culture”):

Cancellation of a visit 10 days or earlier - 100% of the money spent will be returned
Cancellation of a visit at least 5 days in advance - 50% of the money spent will be returned
Cancellation of the visit no later than 3 days in advance - 30% of the money spent will be returned.

Is it possible to return an electronic theater ticket?

The main difference between an electronic ticket and a standard one is its implementation via the Internet. The ticket is not provided on physical media. At the time of purchase, the citizen will receive an electronic copy of the entrance document to the theater. Subsequently, you need to print it out yourself and use it when attending the event.

Refunds of electronic theater tickets are also possible. However, the procedure becomes more complicated. You can get acquainted with the features of its holding on the organizer’s website. To take action, a person will need to prepare:

the ticket itself;
cash receipt;
or a receipt confirming the fact of payment;
copy of passport.

Please note:
If payment was made by bank card, the citizen will be able to return the funds by bank transfer. There are not many ways provided. The person will have to provide the organizer with detailed details for transferring capital. In other situations, refunds will be made in cash.

Most organizations that sell theater tickets online charge a service fee. It can be quite large. Please note that only the nominal value of the ticket is refunded. Money collected from a citizen as a commission for the remote acquisition of entry documents is not returned. The application must be submitted at least 5 days before the event. If the deadline is missed, funds will not be returned.

Additional Information

You can contact us remotely. To submit, you will need to send the necessary documents to the organizer's email. The application is reviewed within 10 days. It should be borne in mind that the scheme may vary depending on the company through which theater tickets were purchased. Therefore, you should first study the relevant provisions contained on the organizer’s website.

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.

How to return on the day of the performance?

Even if the subscription is returned on the day on which the event is scheduled, the buyer has the right to expect a refund of its full cost, with the exception of the amount used to reimburse the costs of the performer.
To return a ticket, you need to contact not the box office, but directly the organizer of the circus performance. You can return your ticket if you have the following documents:

A statement stating:

Full name of the buyer;
reason for return;
purchase method - online store or cash register;
purchase amount.

Check (if available).
Ticket.

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.

Grounds and reasons for returning tickets to a movie, theater, circus or concert

On March 13, 2020, the Decree of the Chief State Sanitary Doctor of the Russian Federation No. 6 “On additional measures to reduce the risks of the spread of COVID-2019” limited the holding of public events, which include concerts, circus performances, film shows, and theatrical performances.
In accordance with Decree of the President of the Russian Federation No. 239 of 04/02/2020 “On measures to ensure the sanitary and epidemiological well-being of the population on the territory of the Russian Federation in connection with the spread of the new coronavirus infection (COVID-19),” the heads of the constituent entities of the Russian Federation are ordered to suspend the activities of a number of organizations, regardless of organizational and legal form. Cinemas, theaters, circuses, etc. fell under this restriction.
The holding of mass events is prohibited by letter of the Ministry of Culture No. 109-01.1-39-OL dated March 16, 2020.

These measures are aimed at preventing the spread of new coronavirus infection among the population. Persons who purchased tickets in advance for circus performances, theatrical performances, concerts, etc. were faced with the need to return tickets and return the money spent.

Legal relations developing in the field of cultural activities are regulated by the Fundamentals of the legislation of the Russian Federation on culture, approved by the Supreme Court of the Russian Federation on October 09, 1992 No. 3612-1.

Reference! The basic legislation applies to various organizations related to cultural activities, including circuses, theaters, and concert complexes.

The rules for returning tickets with reimbursement of money spent are provided for in Article 52.1 of the Fundamentals. In particular, if a concert or other cultural event is cancelled, replaced or postponed by a cultural organization, then the person who purchased the ticket has the right to return it with a refund of 100% of the cost (Part 9).

Part 10 of Article 52.1 of the Fundamentals states that if a visitor refuses to attend a mass event due to illness or death of a close relative, the cost of unused tickets is also refunded in full .

If a visitor refuses to attend a mass event for other reasons, the ticket price can be refunded in the following amounts:

Cancellation 10 or more days before the event involves a 100% refund of the ticket price;
return within 5 to 10 days - at least 50%;
ticket delivery within 3 to 5 days - at least 30%.

If the tickets are returned less than 3 days before the intended event, then the cost of the ticket may not be returned to the visitor.

Which tickets are accepted for return and which are not?

You can return those tickets for public cultural events that were purchased either from the fine arts organization itself or from a person authorized by it. The basic legislation on culture does not establish a uniform procedure for returning tickets, so it should be clarified with a specific cultural or art organization .

To return electronic tickets sold by a number of organizations, you must contact the e-mail address. Funds for electronic tickets are returned to the buyer’s bank card.

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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Which theaters are closed and performances have been cancelled?

The Ministry of Culture issued the first order on limiting attendance at public events, excursions and performances on March 16, 2021. The department recommended that all reporting organizations reduce the number of visitors, cancel a number of events and limit attendance.

After the call of the President of the Russian Federation to switch to self-isolation, all federal and regional cultural institutions stopped working altogether. However, as early as March 17, most theaters announced the postponement or cancellation of performances until April 10 inclusive. Moscow venues were the first to take this step: the Taganka Theater, named after. Vakhtangov, Moscow Art Theater named after A.P. Chekhov.

At the same time, some troupes do not dismiss artists for the holidays, but plan to conduct online broadcasts of performances. For example, on March 27, the Bolshoi Theater showed the ballet “Swan Lake” live on its YouTube channel, compensating the American audience for the canceled tour. On June 13, the Bolshoi will show the play “Romeo and Juliet” online. The official website publishes up-to-date information about postponed or canceled events, as well as the procedure for returning money paid to attend a ballet, opera or concert.

The State Academic Maly Theater is postponing its productions to a date after April 10, 2021. All purchased tickets are valid. For viewers who wish to receive a refund, additional information will be published on the official website in the near future. In the meantime, the theater offers to watch the best productions online, directly from the Maly website.

Time

The entrance of spectators to the Theater begins 45 minutes before the start of the event. Entrance to the auditorium is after 1 bell. Entry to the stalls after the start of the event is prohibited. If the Spectator is late, the administrator will lead you to empty seats (if any) in the mezzanine or on the balcony, and during the intermission (if there is one), the viewer can take the seat indicated on the ticket. Entrance to the chamber stage after the start of the performance (event) ) is prohibited and impossible, during the intermission (if there is one), the viewer can take the seat indicated on the ticket.

If a refund is refused

The administration of an entertainment venue may refuse to consider and accept a complaint regarding a refund for purchased tickets. This is illegal, but the practice is quite common. In this situation, the buyer can leave an entry in the complaint book, which any institution must have.

The second step should be to contact Rospotrebnadzor. The period for reviewing documents drawn up in accordance with all rules usually takes no more than 14 days. Existing legislation fully supports the buyer in such a situation, so it is recommended to be patient and insist on your own. If the results of the inspection and the verdict are not satisfactory to the buyer, he can go to court.

The only exception to the general rule is the Bolshoi Theater, which warns all buyers in advance that it does not have the opportunity to return money for purchased tickets. However, the administration promises to help if a person wants to sell his ticket to someone else.

Advice on whether it is possible to return tickets to the circus

A trip to the circus is usually planned in advance; tickets are also purchased long before the date of the performance.

However, life circumstances sometimes interfere with attending an event and the consumer thinks about returning the subscription. The legislation of the Russian Federation provides citizens with the opportunity to return the ticket and receive the funds paid for it.

Are they returnable?

A circus performance essentially falls into the category of services. In this case, the ticket acts as a compensation contract, the definition of which is specified in paragraph 1 of Article 423 of the Civil Code of the Russian Federation. Tickets belong to this category, since they are sold on a reimbursable basis, and fall under Article 29 of the Tax Code of the Russian Federation.

In accordance with Articles 8 and 10 of the Law of the Russian Federation (this site is huge, it takes a long time to open), the following information must be reflected on the ticket:

Free HOTLINE:

Moscow time +7 (499) 938 5119

St. Petersburg +7 (812) 467 3091

Fed +8 (800) 350 8363

information about the service provider - the event organizer;
subscription cost;
address of the place where the performance will be held;
show start time.

In other words, the form of the ticket must correspond to the sample approved by Order of the Ministry of Culture of the Russian Federation No. 257 of December 17, 2008.

Returning a ticket if there is no desire or opportunity to attend the performance is carried out in accordance with Article 32 of Law No. 2300-1. Its provisions establish the consumer’s right to return the service and, accordingly, receive back the money paid.

About consumer rights when returning money

A person who has purchased a ticket to an event has the right to expect to receive the money spent on the purchase when returning the ticket.

Article 32 of the Law on Consumer Rights states that the buyer can receive full compensation, with the exception of the amount withheld by the event organizer to pay for actual costs incurred.

The percentage of the ticket price that the service provider has the right to withhold is not specified in the legislation. In fact, it can be any amount. However, before detaining it according to the rules established by law, the organizer is obliged, at the request of the consumer, to provide documents confirming the costs.

It is unlikely that the supplier will be able to provide such documents: losses incurred due to the refusal of a particular person to attend a show at the circus are quite difficult to calculate. Therefore, the buyer can expect to be reimbursed for the full cost of the subscription.

If such a request is refused and the supplier does not provide documents confirming the costs, then in accordance with paragraph 1 of Article 14.8 of the Code of Administrative Offenses of the Russian Federation, penalties are imposed on him. The amount of the penalty ranges from 5-20 thousand rubles.

Some organizations, trying to keep the money for the returned pass, approve their own internal rules. In accordance with their provisions, the percentage is withheld.

For example, if you return tickets the day before the performance, you can get 70% of the cost of the subscription, and if a few hours before - 50%.

However, such actions of the service provider are unlawful, since they violate current legislation: no local regulations can contradict federal ones.

How to return on the day of the performance?

To return a ticket, you need to contact not the box office, but directly the organizer of the circus performance. You can return your ticket if you have the following documents:

A statement stating:

Full name of the buyer;
reason for return;
purchase method - online store or cash register;
purchase amount.

Check (if available).
Ticket.

Ticket return rules

Tickets for adults and children are refunded according to the same rules.

Firstly, you need to correctly draw up a claim, indicating the requirement to transfer the funds paid for the ticket. The paper is drawn up in 2 copies, one of which remains with the buyer.

Secondly, the request must be sent not to the box office or to the agent from whom the subscription was purchased, but to the organizer of the performance. The cashier and intermediary do not have the right to return funds.

DOWNLOAD Application for refund

And if the service provider refuses to fulfill its obligations, you should contact organizations that protect consumer rights.

When, how much is returned and for what period?

The contractor must transfer the money within 10 days from the date of acceptance of the application. This period is established in Article 22 of Law No. 2300-1. The supplier is obliged to reimburse the buyer for the cost of the subscription in full if there is no documentary evidence of the costs incurred by the circus.

This provision of the law causes a lot of indignation on the part of the organizers of cultural and entertainment events. In fact, they incur large losses because they are unable to prove the costs incurred. Therefore, the Ministry of Culture has developed a bill establishing the size of the commission that the organizer will have the right to withhold from unsuccessful spectators.

Returning tickets purchased online

Online ticket purchases also include refunds. The process takes place in stages:

If the return occurs in advance, the user can carry out the procedure automatically. To do this, you need to go to your personal account and follow the indicated instructions.
In other cases, the buyer must file a claim addressed to the organizer and send the document by email. You can also call technical support.
Next you will have to visit the company’s office. The employee of the organization is provided with a purchase receipt and passport. The information in both documents must match.

DOWNLOAD Application for refund for online purchase

What to do if they don't want to return it?

The supplier's refusal to return money for a returned ticket can be challenged in other organizations. The buyer can contact:

local department of the Ministry of Cultural Affairs;
STD authorities;
court.

However, the process is often accompanied by additional expenses on both sides, in some cases exceeding the cost of purchased subscriptions. Therefore, before starting a process against the organizer of a circus performance, you should realistically evaluate its possible advantages.

The video shows how the circus administration does not want to comply with the law:

Source: https://PoPravu.club/uslugi/otkaz/bilety/mozhno-li-vernut-v-tsirk.html

Legislation on return as a refusal of a contract for the provision of services

In essence, a ticket to an event is a contract for the provision of certain services. By purchasing it, the buyer agrees with all the agreed conditions - the place and time of the performance, the content of the performance, the age limit, etc. The following legislative documents confirm the fact that the consumer has the right to refuse to receive such a service if it has not yet been provided ( i.e. return the money before the start of the film screening or performance):

Civil Code, Art. 782;
Law “On Protection of Consumer Rights”, Art. 32.

These documents state that the buyer can return tickets to a concert, play, performance, or movie. However, the costs of producing the ticket itself are covered by the buyer. Thus, anyone can return a ticket and get their money back, adjusted to the amount of the service provider’s expenses.

Typically, representatives of organizations providing the described services refer to the Government Decree “On the approval of the Rules for film and video services to the public,” which states that the buyer has the right to return the ticket if the event is not held (cancelled). However, this interpretation is not entirely correct. The said resolution does not state that the buyer has the right to return only for specified reasons. There is also no information in it that a person cannot return tickets of his own free will before the start of the show.

The ability to refuse to perform a contract is the right of any of the parties to the transaction. Many do not know their rights and often give in under pressure from the administration, losing money. It is important to understand that the law takes into account the interests of both parties equally, so you can return tickets, you just need to have the information and do it correctly. In addition, event organizers are a little disingenuous - they must indicate in the poster all the features of the performance, including contacts where you can order tickets and return points.

Who should return the money for the ticket?

Direct purchase of a ticket at a cultural institution for cash entails the need to visit the box office after the emergency regime is lifted. If a ticket is purchased using a bank card, the money will be automatically returned to the buyer's account.

Purchasing a ticket on one of the online resources: Yandex.Afisha, Ticketland, Kassir.ru is subject to the rules of the online platform. Each of them has a section dedicated to the rules for returning tickets for canceled events.

Tickets

From May 15, 2021, electronic tickets cannot be exchanged at the box office! We recommend printing the Electronic Ticket on a printing device (printer) on a sheet of A4 paper (one-sided printing). The theater does not provide an Electronic Ticket printing service. Electronic tickets purchased by the Buyer can be presented on the screen of an electronic device if they are not read from the phone screen. The Theater is not responsible. The screen of an electronic device may be damaged, and it may also reflect in the scanner beam - this prevents information from being correctly recognized.

The cash desk is open from 10.00 to 19.00

hours (lunch from 14:00 to 14:30) daily in the theater building at the address: pl. Volkova, 1

Inquiries by phone: (4852)72-74-04.

Don't forget your tickets when going to the theater.