Is it possible to return cinema tickets and what are the return conditions?

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A person's plans can change greatly. However, if you have already paid for the session, this can lead to a number of difficulties. Not all citizens know whether they can return a movie ticket. The law in this situation is completely on the side of the consumer.

Attention

The buyer has the right to refuse the purchased service at any time and demand a refund. However, the process of receiving money for movie tickets is associated with a number of nuances that you should familiarize yourself with in advance.

Law regulating the process of returning movie tickets

It is a common belief that the return or return of a ticket purchased to watch a movie is possible only when the show has been cancelled, rescheduled, or the movie turns out to be of poor quality.
Personal reasons for which a citizen refused to visit the cinema are not taken into account.

This is not entirely true. The viewer has the right to return the ticket before the premiere begins, but he may not explain the reasons for his action and receive the amount paid back, excluding the money spent on issuing the ticket.

The administration of the institution shows a strong reluctance to return money, and if the viewer decides to exchange or return a ticket, he must be ready to pursue his goal to the end.

By purchasing a ticket, the viewer is essentially making a deal with the theater owners.

The list of conditions that must be observed when concluding this agreement is listed either directly on the ticket, or you can find out about them on the website dedicated to the event, or from a brochure that the cashier can give out.

When a citizen purchases a ticket, this implies automatic agreement with a list of terms and conditions of the transaction, which, among other things, contain provisions related to the exchange and return of the ticket.

As stated by the consumer protection law, the purchaser has the right to cancel the services and demand a refund, excluding costs associated with ticket printing, reservations, etc.

The provisions for handing over tickets are also regulated by the Civil Code of the Russian Federation. Article 782 establishes the right of the buyer to refuse the service provided if he has paid all the costs incurred by the contractor.

The Contractor (in this case, the administration of the institution) has the right to refuse to perform services if he has paid the consumer all the money he spent.

Buyer's rights

The rights of the buyer are regulated by the Law on Protection of Consumer Rights, Article 25. The consumer has the right to exchange or return a movie ticket that is not suitable for any reason. In this case, the seller is obliged to return the money paid. The law allows for the deduction of expenses that were associated with printing a ticket, booking a seat and other features that the organizer was forced to deal with.

The law gives buyers the right to receive services in proper quality. Theoretically, if a person does not like the film, he can demand a refund for the ticket. However, in reality, the implementation of the right is difficult to implement. In most situations, the request to return movie tickets after the show will be refused. The issue will have to be resolved through the courts. He will assess the completeness and quality of the service provided.

You will be able to get your money back if the film was shown in another language or was delayed even by a few minutes. A similar rule applies if a movie ticket was sold to a person who does not meet the established age limit for a particular film.

How to exchange a plane ticket

If you want to change the date and time of your flight, departure/arrival city or class of service, the carrier will issue you a new ticket. Whether it is possible to change an air ticket for another and whether money will be charged for the service depends on the fare rules established by the airline. During the pandemic, carriers have increasingly begun to offer flexible conditions for rebooking tickets: some have made changes free of charge, others have reduced fees - this helps make travel plans more confident.

1) Change your ticket as early as possible.

Closer to the point, seats on the plane for the desired date may be sold out or only expensive air tickets will be left. Interchange fees may also increase. 2-4 hours before departure (and sometimes 24-48 hours), many airlines generally close the opportunity to make changes to the ticket.

The difference in fares between the old and new tickets is added to the exchange fee.

Attention: If you bought a plane ticket and immediately noticed an error in dates, cities or anything else, immediately contact the airline or the intermediary through whom you issued the ticket. It is quite possible that during the first 24 hours after booking or until midnight on the same day, they will make changes to your ticket free of charge, or allow you to return it, even if the fare is non-refundable. It happens that changes are only possible within half an hour, so hurry up!

2) Find out the conditions for exchanging a ticket and check whether the game is worth the candle.

There may be a fee for ticket exchange, as well as an additional payment if you change the ticket to a more expensive one. Whether they will be allowed to “lower” the fare and whether the difference will be compensated if new tickets are cheaper depends on the airline.

Changing tickets is not always profitable: if you planned to fly at an ultra-low-cost fare, you can spend so much on the exchange that it would be more expedient to throw out the old ticket and buy a new one. Also keep in mind that if you have already made changes to this ticket, a subsequent exchange may be more expensive.

A ticket for the Pobeda plane from Moscow to Krasnodar cost you 2,200 rubles. If you need to change the date, and there are more than 48 hours before departure (when such changes are possible), then you will be charged another 5,000 rubles, for a total of 7,200 rubles. And if you buy a ticket for a new date at the old rate, you will spend a total of 4,400 rubles.

3) Exchange your ticket.

A ticket purchased online can be changed independently on the same website where you bought it. To do this, find the reservation in your personal account or through the search form, click on “Ticket modifications / Change date, time / Amend your flight / Reschedule your flight booking”, mark the section of the route that you want to change, enter new dates or route and select a new tariff from those offered. Next, the system will automatically calculate whether you have to pay the fee and the difference in tariffs. If you agree with the amount and rules of the new fare, click “Continue” and pay for new tickets with a bank card.

Self-exchange of tickets online may not be available, for example, if you have already made changes to this reservation, are flying on an international flight, do not want to exchange a ticket for all passengers, or have booked a hotel or transfer along with the ticket. Contact support by phone, email, chat or social networks. The operator will make changes to the reservation, and you can pay extra by card in your personal account on the website or in cash at the airline representative.

If you bought a ticket at an airline ticket office or at an intermediary’s office, contact the support service and find out whether you need to come in person or if they will help you by phone, email or chat.

4) Print a new itinerary receipt or save it on your smartphone. When the new ticket is paid for, a new itinerary receipt will be sent to your email.

Useful on the topic: What to do if there is an error in the first name, last name, passport number, date of birth on the air ticket

List of rules for the procedure for returning your movie tickets

Different organizations have their own procedures for returning tickets. However, there are several unifying rules:

• The deadline for returning a ticket is different for each specific case: in a cinema the ticket will be accepted even if there are a couple of hours left before the start of the film, in the theater - when the performance should start in 5 days, if we are talking about a concert - when there are 12-15 days left before it starts ;
• The more time left before the event is due to start, the greater the chance of getting your money back;

• When you write an application for a refund of the ticket and money, you should have with the court an identification document, the ticket itself and the receipt for its purchase;
• In order for the money for purchasing a ticket to be returned, the application must be addressed to the administration of the institution where the ticket was purchased, and in it you must indicate: Full name. who purchased the ticket, passport details, telephone number where you can be contacted, time and place of purchase of the ticket, the amount paid for it. At the end you need to sign with a number;
• A ticket and receipt must be attached to the application, in addition, it must be registered with the administration or at the box office, and the time must be indicated - this will help the buyer prove that when he decided to return the ticket, the show had not yet started;

• The administration is given a month from the date the application was submitted to return the funds;
• The amount that will be withheld ranges from 5 to 50% of the amount paid for the ticket (extremely rarely it reaches 100%), this is influenced by the regulation that the administration must submit. In cases where such a document is missing, the full cost of the ticket must be returned;
• The amount that will be deducted also depends on when the ticket was returned - the more time left before the start of the session, the less amount will be deducted. For example, if there are 2 weeks left before the premiere, they will retain 10-20%, a week or a little more - 30-40%, 5 days - 50-70%.

How have return policies changed during the pandemic?

The procedure for refunding money for tickets to a concert canceled due to the pandemic is regulated by Decree of the Government of the Russian Federation dated April 3, 2020 No. 442, which has recently been amended twice. If under normal conditions a citizen, in the event of a cancellation/postponement of a concert, could count on a refund of the entire amount paid within 10 days, then during the period of restrictions it became much more difficult to get the money back.

The new rules are:

1. Within 14 days from the date of lifting the restrictions, the organizer must decide whether the concert will be held or not. But he may not set a specific date during this period.
2. If a decision is made to hold a concert, accurate information about the date and time of its holding must appear within 6 months from the date the high alert regime is lifted. The event itself should take place in the next year and a half from the date of lifting of coronavirus restrictions.
3. The viewer can use existing tickets or exchange them for a voucher. In the latter case, the citizen must replace the voucher for a ticket one month before the concert date. Moreover, the conditions must be similar to those stated when the first ticket was sold. If it is impossible to maintain comparable conditions, the ticket is issued on better terms, but the buyer does not pay extra for this.
4. If the concert is canceled, or the operator did not have time to decide on a new date, the citizen can demand a refund of 100% of the ticket price.

The original version of the Resolution in question provided for more lenient return conditions. Thus, money was returned not only in case of cancellation, but also in case of postponement of the event, and within 30 days. These rules were in effect until the Russian Federation Decree No. 830 of June 6, 2020 came into force.

If a viewer cannot attend a concert not due to its cancellation/postponement, but due to personal circumstances, he should be guided by Article 52.1 of the Fundamentals of the Legislation of the Russian Federation on Culture and Decree of the Government of the Russian Federation of September 18, 2020 No. 1491. For example, for a refund of all paid A citizen has the right to calculate amounts in the following cases:

• his illness;
• death of a family member/close relative.

Moreover, the viewer has the right to submit a corresponding application for a refund on the day of the concert. It is necessary to document the presence of one of the listed circumstances. For example, if the reason for canceling a concert was illness, then you should provide a copy of the sick leave certificate.

As for situations where a viewer refuses to attend an event due to other circumstances, he can also get his money back for the ticket. The amount depends on the deadline for contacting the organizers:

• The viewer receives 100% of the ticket price if he submits an application 10 days before the concert;
• 50% of the ticket price can be returned if the application is submitted 5 days before the concert;
• 30% of the ticket price is refunded if the citizen submits an application 3 days before the concert.

Reasons for returning tickets

Leaving aside personal reasons, it should be mentioned that a ticket can be returned for the following reasons:

1. Cancellation of a session due to technical problems. If there is a production failure at the cinema, you have every right to get your money back.
2. Due to internal reasons, the film was replaced. Don't want to watch another movie? And you don’t have to – you can go straight to the checkout.
3. Poor quality demonstration - the fault for any technical hiccups lies with the cinema staff. The viewer is not obliged to pay money for a low-quality service.
4. Lack of information about age restrictions. If a film has an age limit that you have not reached and you were not told about this when purchasing a ticket for the film, you can return the ticket back, since watching the film is impossible due to the fault of the cinema.

The legislation reserves the consumer the right to return an unused ticket without stating the reasons for the refusal. You can change your mind about watching a movie and no one has the right to stop you from getting your money back.

Will I get a refund for a returned movie ticket?

In order to understand this issue, it is necessary to refer to three regulations:

1. Civil Code of the Russian Federation.
2. Law of the Russian Federation “On Protection of Consumer Rights”.
3. Government Decree of November 17, 1994 No. 1264 “On approval of rules for film and video services to the population.”

Based on paragraph 24 of the above Government Resolution, the consumer has the right to return the cost of the ticket if the screening is canceled, the film is replaced or the demonstration is of poor quality due to the fault of the show organizers, as well as in cases of failure to provide information about age restrictions and the viewer’s refusal to watch the film in this regard.

In the absence of such reasons, the purchased ticket can be returned on the basis of Article 782 of the Civil Code of the Russian Federation, in connection with which the buyer has the right to refuse to complete the transaction by paying the seller the actual expenses incurred. The same provision is confirmed by Article 32 of the Law “On Protection of Consumer Rights”.

Thus, when returning a ticket before the start of the film screening, the buyer has the right to receive the money paid for the ticket minus the expenses incurred by the seller.

Based on Article 252 of the Tax Code of the Russian Federation, calculations of expenses incurred must be motivated and documented. Therefore, when receiving money for a returned ticket, the buyer may request from the seller documents confirming the expenses incurred.

Most often, it is easier for the seller to return the full amount of the ticket, since not everyone has developed special local regulations that confirm the value of the actual costs incurred for the production of tickets.

Another situation arises when, when selling tickets, the seller familiarized the buyer with the terms and conditions he accepted for returning tickets. These conditions can be located on the tickets themselves, on the seller’s website, on stands in the checkout area, or in the contract. When purchasing a ticket, the buyer enters into an offer agreement with the seller, thus agreeing to the terms of such an agreement, which include the rules for returning tickets.

Sellers have the right to set their own conditions for returning tickets; most often, the amount of money returned depends on the time remaining before the start of the movie show.

Normative base

The law allows you to return the money paid for the ticket. In this case, the citizen is not obliged to explain the reason for the return. Such rules are enshrined in Article 32 of the Federal Law “On the Protection of Consumer Rights”. Similar norms are fixed in Article 787 of the Civil Code of the Russian Federation. However, the organizer has the right to deduct from the amount provided the actual costs incurred for the production of tickets.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

IMPORTANT

In accordance with Article 282 of the Tax Code of the Russian Federation, the administrator is obliged to return the full cost of movie tickets if he cannot document the costs of their production. It is usually easier for event organizers to return the full amount paid for the right to attend the event than to enter into a dispute with the consumer.

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.

Is it possible to get a refund for movie tickets purchased online?

Canceling a cinema ticket Log in to your personal account, find the required ticket and click the “Cancel purchase” button. Carefully read the cancellation conditions and click the “Cancel ticket and return money to the card” button. The cancellation procedure may take some time, after successful cancellation of tickets you will receive an SMS with the text “Reservation cancelled”.

Detailed instructions for cancellation. If you have a printed ticket in your hands, you must hand it over to the cinema administrator no later than 35 minutes before the start of the show. Cancellation of printed tickets is carried out by the cinema administrator.

A cinema ticket can be canceled no later than 35 minutes before the start of the show indicated on the ticket.

Refunds are made only to the card from which the payment was made. All tickets purchased are cancelled. An organization cannot refuse to provide funds. However, the company often limits the time before which the operation can be completed.

If a person applies later, it will not be possible to receive cash for movie tickets. Additional information The answer will also be negative if a person wants to perform the procedure after the session. You can only get your money back through the courts. The person has to prove that the service was provided poorly. The outcome of the proceedings depends on the individual characteristics of the current situation. Complaint from the cinema administration If the cinema refuses to return the money, the consumer has the right to file a claim.

It is issued to the administration of the organization. There is no specially established form of the document. However, the paper must contain mandatory information.

Not all citizens know whether they can return a movie ticket. The law in this situation is completely on the side of the consumer. Attention The Buyer has the right to refuse the purchased service at any time and demand a refund. However, the process of receiving money for movie tickets is associated with a number of nuances that you should familiarize yourself with in advance. Regulatory framework The law allows you to return the money paid for the ticket. To cancel your purchase and get a refund for your tickets, fill out the form. At the cinema box office If the cinema does not support automatic order cancellation or you were unable to return tickets to Yandex. Poster, contact the cinema box office.

You cannot return one ticket out of several in an order. But you can cancel the order and create a new one with the required number of tickets. If you were unable to watch the film because the cinema canceled the show, please contact the cinema administrator.

• find out the legal address of the event organizer;
• write a statement to the service provider (theater or cinema) with a request to return the money spent on purchasing a ticket due to the inability to attend the event;
• In the application, indicate the number and series of the ticket, attach the original to it (keep a photocopy for yourself); Be sure to indicate in the application contacts where you can be contacted;
• hand over one copy of the documents to the main person of the organization responsible for the event, keep the second for yourself (on it, the representative of the enterprise responsible for the event must sign the receipt).

In addition, this clause provides for a refund of the cost of the ticket without any additional conditions. This clarification is regulated by the Decision of the Supreme Court of the Russian Federation of April 16, 2009 No. GKPI09-339. In this regard, we can conclude that the clause of the rules, which event organizers are so fond of referring to, does not at all regulate those cases when the buyer of a ticket decides to return it himself, for his own personal reasons, since the Law “On the Protection of Consumer Rights” already begins to apply here “, namely its 32nd article, which states: “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.”

How to return an air ticket and get your money back

If your trip is cancelled, you will be able to get back the entire cost of the return air ticket or at least part of it. Exactly how much depends on the fare, time before departure and what kind of refund you are processing. If the ticket is non-refundable, all is not lost either.

1) Do not delay returning your air ticket so as not to spend too much.

Closer to the departure date, some airlines introduce or increase fees. After registration is completed, tickets become non-refundable and expire in most cases.

If you return your Wizz Air tickets two weeks before your flight, you will be charged a fee of 60 € and the full amount will be refunded. If there are less than two weeks left, then pay a fee of 83 € and get the cost of the ticket back minus the paid airline services.

Made a mistake when purchasing a ticket? Try to pass without penalties on the first day.

Many airlines have a 24 hour post purchase rule. During this period, you can return any air ticket, including non-refundable ones, and get the full amount back. Unless the booking fee is deducted.

For example, easyJet, Finnair, Emirates, Air France and British Airways have this opportunity. There are often additional conditions: the ticket can be canceled on the day of purchase if there is at least a week left before departure, or only on certain routes. It also happens that a full refund without fees is only possible until midnight of the current day or even within a few hours. If you made a mistake when ordering a ticket or suddenly changed your mind, act quickly.

2) Decide on the type of return.

There are different ways to refuse a flight:

• An involuntary refund of an air ticket is when you cannot fly for a compelling reason related to force majeure - either on your part or on the airline's part. The reason for an involuntary return may be the illness of you or a close relative with whom you were planning to fly, the death of a family member, cancellation or long delay of the flight. In this case, you will get all your money back, even for a non-refundable ticket. Learn more about situations when you are entitled to an involuntary return.
• A voluntary refund of an air ticket is when your plans change and you change your mind about flying. Then you will be refunded as much as is due according to the tariff rules. If you have a non-refundable ticket, you can only claim fees and taxes. Moreover, some taxes and fees may also be non-refundable: the exact amount will be calculated by the airline.

3) Find out the refund rules for your fare and calculate whether it is profitable to return the ticket.

Read the full rules of the fare at which the ticket was purchased: it should say whether it can be returned and whether fees will be deducted. Calculate your refund amount to know if it's worth your time. Call the airline and see if they offer alternatives.

You fly from Moscow to Sochi by air at the Economy Optimum fare for 6,230 rubles. If you decide to return your ticket and make it before the end of registration, the refund fee will be 2,600 rubles

.
That is, they will return 3,630 rubles.
More examples of how much you will lose in different airlines if you don’t fly. In the spring of 2020, when many countries closed their borders due to the pandemic and planes stopped flying, airlines began to aggressively offer vouchers instead of cash refunds. A voucher is an electronic document representing the entire amount of a ticket that you can “spend” on a new flight or other carrier services within a certain time.

In Russia, this is legalized by Resolution No. 991. It allows airlines to issue vouchers instead of refunds, but only for tickets purchased before May 1, 2021. If you bought your tickets later, you can choose between accepting a voucher, which often comes with bonuses, or getting a refund.

In Europe, the airline may offer you a voucher, but you have the right to choose whether to accept or receive a refund.

Also, instead of a refund, the airline may offer you to rebook your ticket for another day or with an open date.

4) Start the return process.

Contact the place where you bought the ticket: the intermediary agency or the airline. Let us know that you are canceling the flight and submit a request for a refund of the ticket price. How to do it:

If you bought a ticket on the Internet and want to issue a voluntary refusal, then go to the same website. In your personal account or through the search form “Search order” (Checking the order, Find my booking), find the reservation of the desired ticket and next to the “Return” button (Cancel my booking and request a refund). Select the passengers whose tickets you want to return, check all the data, including the amount to be refunded, and click “agree.” Then everything will happen automatically.

Important! Some airlines charge money for refunding or rebooking a ticket through customer service or at the office. But they, most likely, won’t charge you a penny if you do everything yourself on the site.

If you are applying for an involuntary refund, then inform the airline in advance that you will not be flying, and fill out an electronic application for an involuntary refund on the website where you bought your tickets, attaching supporting documents.

If you have already made changes to the ticket you want to return, it may not be possible to return it yourself on the website. Contact support.

If you bought tickets at the box office or payment terminals, or if you cannot return the ticket yourself in your personal account, then:

• Fill out the refund form on the airline or intermediary website . Sometimes this requires you to first find your ticket through the search form; or
• Submit your return request by email. Often for such cases there are special emails like Indicate your first and last name, passport details, flight number, departure date, ticket and reservation number, phone number and details of the card to which you want to return the money; or
• Contact support . In case of forced return, explain why you cannot fly on the flight you paid for and attach scanned copies of your passport and supporting documents, for example, a certificate from the hospital about your health status on the day of departure or a certificate of incapacity for work. Read more about the documents.

If you are flying on a single connecting ticket and want to cancel some of your flights, please notify the airline prior to check-in for your first flight. You are unlikely to be able to get your money back: even if the ticket is refundable, the airline will recalculate the cheap connecting flight at the regular fare, subtract it from the total price of the ticket and, most likely, it will turn out that the refundable amount is 0. But inform that you will not fly on one of flights, you still need to: according to the rules of most airlines, if you do not show up for check-in, then all subsequent flights in your booking will be cancelled. In practice, this means that if you are flying Moscow - Riga - Rome and back and are late for the Riga - Rome flight, your return ticket will be completely burned out.

If you want to return a return ticket, the refund amount will be less than half the ticket price. The airline will recalculate the ticket you used there at a higher fare, and may also deduct service fees.

5) If you are not satisfied with the return decision, proceed.

For example, if the airline does not want to refund taxes and fees on non-refundable tickets, first re-read the fare rules and make sure that your claims are fair. For example, Aeroflot, at non-refundable fares, in the event of your voluntary refusal to carry you, is obliged to return only airport and government taxes and fees, and keeps the fuel surcharges and booking fee for itself.

If you are sure that you are right, explain your position again politely and in detail and, if necessary, attach supporting documents, the exact list of which is best found out in the support service. If they ignore you or respond with excuses, do not give up and continue the correspondence. With Russian airlines, you can refer to Article 108 of the Air Code of the Russian Federation if you are returning tickets at your own request, or to paragraph 227 of the Federal Aviation Regulations if you are filing an involuntary refusal.

As a last resort, you can send a complaint to the Federal Air Transport Agency (Rosaviation) or go to court. If you are claiming a refund or compensation due to force majeure on a European airline, EC Regulation No. 261/2004 will help you assert your rights. But most often, airlines pay everything you are owed, without reference to laws or threats of going to court. Formulate your requirements correctly and they will reciprocate.

6) Wait for the money to be returned.

This may take from one day to several months. The money will be sent to the bank card you used to pay for the tickets. If you bought tickets in cash at the box office or at the terminal, you will receive your hard-earned money on the card, the details of which you indicate in the application, or in cash.

Useful on the topic: What you can count on if your flight is canceled or delayed. How to get compensation if you are denied

Terms and other conditions for returning cinema tickets

There are a number of conditions that any consumer must meet in order to receive money for a return ticket:

1. The screening pass can only be returned to the cinema where it was purchased.
2. If you bought tickets by hand and did not receive a receipt from the reseller, this may be grounds for refusing to return the funds.
3. The inscription on the means of entry to the hall stating that the ticket is non-refundable is illegal. These manipulations are necessary to prevent resellers from returning cinema tickets.
4. Requests to return a cinema ticket to representatives of the cinema should occur before the start of the show, and not after.
5. The administration has the right to issue a refund within 10-30 days from the date of application.
6. If movie tickets were purchased using a card or online, the refund may take up to a month.
7. When purchasing by non-cash method, the refund is usually made to the same bank account from which the payment was made.
8. Cinema representatives have the right to find another way out of this situation - as an option, offer to exchange tickets for a session convenient for you. You have the right to refuse a replacement.
9. When purchasing treasured stubs through the site, the refund amount is significantly reduced. The establishment will take a percentage of the full ticket price for the service fee and (if such a service was provided) for delivery.

Causes

According to Resolution No. 1491 of September 18, 2021, people who were unable to attend the event have the right to return their ticket before the start of the session with a 100% refund in the following situations:

• sudden illness of the viewer;
• sudden illness of a close relative of the viewer;
• death of a relative of the viewer.

If a person cannot come in person and provide a copy of a medical certificate or death certificate of a relative, then an additional period of 14 days is given to resolve the problem. The remaining documents must be sent on time. They can be submitted in person, by mail or online.

If the application is submitted on time, the reason for returning the ticket may not be indicated.

How to return a ticket?

The buyer has the right to return it, but there is no time limit. You can return your ticket even a few hours before the start of the show. If the administration refuses payment, then its actions are considered unlawful and illegal.

If you were unable to attend a screening of the film you liked, you should contact the cinema box office. You need to have these documents with you.

• Ticket.
• Check.
• Identity card (passport).

1. First you need to go to the cinema website and look at a sample application form.
2. With the completed document (application), you need to visit the ticket office. Don't forget to take your check and passport.
3. The cashier is obliged to accept this package of documents. Lawyers advise making it in several copies, one of which is recommended to be kept for yourself, and the other given to the administration.
4. The application must bear the cashier's acceptance mark.
5. Next, you will have to wait for a response, which arrives within two weeks (by law no later than 10 days). But in reality the answer is usually given much faster.

If the administration refuses to accept the application and return the funds, then the buyer has every right to file a complaint and even file a lawsuit.

Management often sets limits on the time when a buyer can ask for a refund. The main thing is to contact in case of refusal of viewing no later than the time when the session began. Once the film starts, a person will no longer be able to get back the amount spent on the ticket.

For this reason, when writing an application according to the established template, the viewer must indicate the time of his appeal to the cinema administration. In addition, the buyer must indicate in the application which regulations he relies on, and draw up a document with a header, date and personal signature.

Although some cinemas have a pre-compiled form, which you only need to fill out and attach a receipt, the ticket itself.

The answer to this question depends on the time when the ticket was returned (the sooner it was returned to the ticket office, the better). The viewer can totally get the money. But if there is little time left before the start of the screening, then the cinema management has the right to withhold up to 50% of the amount. In this case, the administration draws up a normative act.

Automatic return (electronic)

If tickets were ordered remotely through the cinema website, you can contact the administration in the same way and return the money spent. But, in some cases, the cinema management asks you to come in person and write a statement.

• You will need to fill out an online application.
• Send it via SMS.
• Funds are returned to the buyer's plastic card.

Even if you purchase tickets online, you can return the funds in person at the cinema box office according to the scheme described above.

What are the cinemas' internal return policies?

Many cinemas use their own instructions for returning movie tickets: in case of cancellation of a show and for poor-quality screening of a film. This is stated in the Decree of the Government of the Russian Federation No. 1264 “On the approval of rules for film and video services to the population,” which is directly followed by cinema workers.

This fact goes against the law, because this is not the only legal act regulating legal relations in the field of cinema services.

According to the Federal Law of the Russian Federation “On the Protection of Consumer Rights” (hereinafter referred to as the Law), a citizen has the right to demand a refund for a movie before the start of the show without giving a reason. Thus, enterprises providing cinema services infringe on the rights of citizens by misleading the consumer and not giving the opportunity to refuse an unwanted service.

However, by buying a ticket, a person actually enters into a legal relationship with the cinema and becomes a party to the contract. You can view it at the checkout and directly on the website.

The organizer has no right to refuse the timely delivery of the ticket. A citizen, unknowingly, may miss the deadline, after which it will be possible to return the money only through the courts.

Is it possible to submit tickets before or after the session?

According to the Law, you can return your ticket before the start of the show without explaining the reason. There are situations in which the cinema itself is obliged to offer the full cost of the ticket before the start of the screening:

• session cancellation;
• replacement of the film announced in the movie poster.

Refund or exchange of a ticket after the end of the session is possible in the following cases:

• poor quality of demonstration;
• incorrect information about the film was provided on public websites (for example, Kinopoisk);
• lack of any important information (age restrictions or a ban on the film for people with unstable psyches).

Even if there is one minute left before the end credits and the fire alarm goes off, the film organization is obliged to refund or offer another free ticket to watch the same film.

It must be remembered that a citizen has the right to both a refund and a replacement ticket for another film or for the same one, but on any convenient date.

Step by step instructions

To make a ticket refund you need to proceed in the following sequence:

1. Go to the cinema box office with your passport, check, ticket (if it is not a check).
2. Fill out an application, a sample of which is available on the cinema website or at the cashier.
3. We submit the application to the administration of the establishment.
4. We are waiting for a positive result.

You need to contact the same cash desk where the purchase was made.

Refund

In most cases this is enough. Funds are usually returned immediately or within a couple of days at most. Refunds are made in person or to a bank card, at the client’s request.

Step-by-step return instructions

The process of receiving cash back for movie tickets is not complicated. In order for an organization to agree to return the previously paid amount, it must:

1. Fill out an application. Typically, a sample document is located on the organization’s official website.
2. Visit the box office where the tickets were purchased. You need to have a prepared package of documents with you.
3. Give the application to the cashier. It is better to prepare the document in 2 copies. One copy is given to the cinema and the other is left to the individual. An acceptance mark is placed on it.
4. Wait for an answer. It usually arrives within 10 days from the date of application. In practice, a decision can be made much faster.

If a cinema refuses to provide funds, a person can file a complaint and subsequently go to court.

How to write an application correctly

When examining the question “how to return money to the cinema,” one cannot ignore a detailed analysis of the application for a refund.

In the header of the document you must indicate all contact information: full name, telephone number, and, if desired, place of residence. Below, place the name and address of the organization you are applying to. It is not enough to indicate the cinema "Kinomax" or "Illusion" - the name of the legal entity that owns the establishment is written in the application.

In the main part, you need to mention how and when the tickets were purchased (online box office, directly in the cinema, etc.). Don't forget to mention the payment method - that is, cash or bank transfer.

You can find out the name of the legal entity from the cinema cashier or in the consumer corner, which is located near the ticket office.

Next, write how much money the cinema must return and the reason why you decided to return the receipts. In the final part, list the documents confirming the correctness of your words. Indicate tickets in this list (their numbers and information located on them).

Do not forget to attach to the application the tickets themselves that became the subject of the dispute (keep a copy of them for yourself). It doesn’t hurt to have a passport or other document that confirms your identity.

When will the spent funds be transferred back?

The timing of the refund to the card depends on when the purchase was made. There are 2 options for the development of events.

Less than 24 hours have passed since purchase

After the purchase, the bank blocks the money and transfers it to the service . But the operation takes time. The funds will be sent to their destination only within 24 hours, so if you cancel the order on the same day, the money will not have time to be debited from the card. The bank will provide the cardholder with access to them within 30 days. Detailed information is provided by the financial institution.

On the last day of the month, money is blocked not for a day, but for an hour. If you purchase tickets at this time and want to return them a few hours later, the money will arrive within 10 days.

On our website you can learn about all the nuances of returning tickets to a concert or theater, as well as how to return a paid ticket through Kassir.ru.

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.

The cinema refuses to return the money

If you can’t turn in an unnecessary counterfoil, and the application written to the administrator has no effect, you will have to contact higher authorities.

In the case of an entertainment establishment such as Kinomax or other cinemas, you must go to Rospotrebnadzor or the Consumer Protection Society.

Employees of the government agency will help draw up a statement of claim, which will be sent to the court.

In this case, the administration of the establishment will back down and easily reimburse the costs.

Detailed instructions for exchanging tickets for money

Try to resolve the issue peacefully. Returns of cinema tickets are not uncommon and box office employees often accommodate the consumer halfway. If this is not your case, follow the following scheme:

1. Submit an application addressed to the administrator of the institution.
2. Register the document in the administrative building. Make sure that in addition to the date, your copy contains the exact time - this is an important point if you hand in the spines on the day of the session.
3. Cinema representatives refuse to accept your application? Invite a witness who will confirm your words in further proceedings.
4. At the same time, you can contact representatives of Rospotrebnadzor by phone. Such actions guarantee a positive result and a quick refund.
5. If the above actions do not help, your path will lie in Rospotrebnadzor or the court. You can start the fight for the truth by writing in the book of reviews and suggestions.

Cinema administration's complaint

If the cinema refuses to return the money, the consumer has the right to file a claim. It is issued to the administration of the organization. There is no specially established form of the document. However, the paper must contain mandatory information.

Claim to a judicial authority

If the law does not impose any requirements for drawing up a complaint, then there are such requirements for the form and content of the statement of claim. They are provided for in Articles 131-132 of the Civil Procedure Code, as well as the norms of the Federal Law on the Protection of Consumer Rights.

If the stipulated requirements are not met when writing a claim, the court will leave it without movement, so if there are difficulties in drawing up such a document, it is better to seek help from a lawyer.

The statement of claim must contain the following information:

• the full name of the court, indicating the locality, street name and number of the building where the court is located;
• last name, first name, patronymic of the plaintiff, address of his place of residence, means of communication with him in the form of a telephone number, email address;
• full name of the defendant indicating the organizational and legal form of ownership, legal address;
• if the defendant is an individual entrepreneur, his last name, first name, patronymic, individual tax number, address of the place of registration, address of the place of business activity are indicated;
• the price of the claims, expressed in national currency;
• name of the document: “Statement of Claim”;
• when, where, for which session the ticket was purchased;
• the name of the cinema and the film that was shown;
• how much money was paid for the ticket;
• reasons for returning a ticket;
• when, at what time and to whom was the appeal regarding the return of the ticket and the receipt of the money paid for it back;
• what was the reaction of the cinema administration;
• what consumer rights were violated;
• what measures were taken to resolve the dispute out of court;
• legal grounds for going to court;
• the essence of the claims;
• list of attached evidence;
• date, month, year of filing the claim, signature, surname and initials of the applicant.

The statement of claim is drawn up in several copies. One - to the court, the second - to the defendant, the third - to the representative of Rospotrebnadzor, who is involved in the case as a third party on the plaintiff’s side.

The following should be included as attachments to the claim:

• a copy of the claim;
• response from the cinema administration;
• a copy of the ticket;
• a copy of the plaintiff's passport;
• other documents, for example, correspondence with the administration, Rospotrbnadzor.

It should be borne in mind that depending on how the defendant behaved in the pre-trial period, the consumer has the right to demand additional penalties:

• monetary compensation for moral damage caused;
• collection of a fine for failure to comply with the legal requirements set out in the pre-trial claim.

The statement of claim must be submitted to the court that is competent to hear the case. So, if the price of the claim does not exceed 50 thousand rubles, the case will be considered in the magistrate’s court. If it exceeds - in the district or city.

In addition, the plaintiff has the opportunity to choose a court by territoriality:

• at the legal address of the defendant or the location of the cinema;
• at your place of residence or temporary location.

The state fee in cases of consumer rights protection is not paid if the value of the claim does not exceed one million rubles.

Look at the completed sample claim to court for the return of movie tickets:

Watch the video. How to file a claim in court electronically:

Federal number for other regions of Russia

If your question is lengthy and it is better to ask it in writing, then at the end of the article there is a special form where you can write it and we will forward your question to a lawyer specializing specifically in your problem. Write! We will help solve your legal problem.

Complaint to Rospotrebnadzor

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

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, and building numbers are indicated;
• 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 which session, at what price the ticket was purchased;
• the reason why it was necessary 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.

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

When can cinema tickets be returned and how much can I get?

When can cinema tickets be returned and how much can I get? There are different deadlines for returning each type of ticket:

1. You can return your cinema ticket no later than two hours before the start of the show.
2. Theater tickets are refunded no later than five days before the start of the performance.
3. A concert ticket can be returned by law if there are at least 12-15 days left before the start of the event.

If you contact the administration of the institution later, there is a high probability of refusal. And it will be justified by law. But in this case, there is a solution to the problem - try to sell on your own.

In practice, the amount that can be earned when returning a ticket directly depends on the time when the return is made. So, the standard deductions from the full price are:

• no more than 20% if the ticket is returned more than two weeks before the start of the movie;
• from 21% to 40% if the return is made within seven to ten days;
• from 41% to 70% when returning a ticket within five days.

In fact, such deductions are not justified, that is, they do not comply with the law. As a result, you can appeal the refusal in court and, in most cases, win the case. Remember that the cost of producing a ticket actually does not exceed 10% of its cost, so you need to start from this amount if they are trying to charge you more money.

Causes and conditions

Important! Please keep in mind that:

• Each case is unique and individual.
• A thorough study of the issue does not always guarantee a positive outcome. It depends on many factors.

To get the most detailed advice on your issue, you just need to follow any of the suggested options:

• Use the online chat in the lower corner of the screen.
• Call:
  For all regions of the Russian Federation: +7 (800) 511-86-74

You must know the reasons and conditions if you plan to return a movie ticket purchased. So, the most common reasons include the following:

• the session was canceled by the administration of the cinema (in this case it does not matter whether before or after the start of the session, which is not available as such, a refund is made);
• the administration replaced the film for which the ticket was purchased with another;
• film screening is accompanied by technical hiccups, sound distortion, poor-quality images, etc.
• The administration of the institution did not notify viewers about age restrictions, which made viewing the film impossible for a number of people who were not age-appropriate.

In addition, there are also personal reasons. In particular, a person may change his mind about watching a given film or choose another cultural event for himself. In any case, there is no need to voice the reasons that led to the return of the ticket. If the cinema administration demands this, indicate that this is illegal.

All film fans should know the return conditions; they are as follows:

1. Compliance with return deadlines. We will talk about them below.
2. You may need to prepare a written statement expressing your desire to return the ticket and receive the amount paid for it.
3. Providing the organization with a passport (can be replaced with another document) for identification.
4. Having a ticket in hand that is undamaged.
5. Refunds are made within thirty days from the date of application (or to the card if the ticket was purchased online, or in cash when purchasing a ticket at the box office).
6. The organizer has the right to deduct from the ticket price the costs spent on its production (usually about 5%-50% of the full price). If this happens, the administration must provide a regulatory document that confirms that this exact amount was spent on the production of the ticket.
7. There is a rule: the later the ticket is returned, the more funds can be withheld by the organizer.

In practice, you need to pay attention to the conditions for returning the ticket. Most often they are indicated on cinema posters or brochures or on the ticket itself. In any case, information should be freely available.

When does a cinema have the right to refuse?

By buying a cinema ticket, a person actually becomes a party to the contract. You can view it on the organization’s website or at the company’s cash desk. To do this, you need to contact the cashier and ask to present the document. In addition to basic information, it will contain information about ticket refunds. An organization cannot refuse to provide funds. However, the company often limits the time before which the operation can be completed. If a person applies later, it will not be possible to receive cash for movie tickets.

The answer will also be negative if a person wants to perform the procedure after the session. You can only get your money back through the courts. The person has to prove that the service was provided poorly. The outcome of the proceedings depends on the individual characteristics of the current situation.

Nuances

If writing a complaint to the administration does not help, a person has the right to write a complaint to the Rospotrebnadzor department or the Consumer Protection Society. Additionally, it is worth leaving an entry in the book of complaints and suggestions. Returning movie tickets should involve witnesses. This will subsequently help prove that the request for funds for the ticket was refused.

IMPORTANT

The period for consideration of a complaint is 2 weeks. If the document is drawn up correctly and the fact of violation of rights can be confirmed, the buyer will return the money in full. If the complaint is ignored, the person has the right to go to court. To avoid subsequent proceedings, experts recommend that you first familiarize yourself with the terms of the return procedure. Information can be found on the cinema website. If it is missing, you can contact the organization’s cash desk directly. A person must remember that the law is on his side. Therefore, he can defend his innocence.

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