Is it legal to return theater or movie tickets?

The rights of the buyer of theater services include the opportunity to return theater tickets 3 working days before the start of the performance. The timing may be different, but no more than 14 days before the actual purchased service.

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Alice

Lawyer, Moscow

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Few ordinary citizens know about this. According to the Law on the Protection of Consumer Rights (ZoPP) No. 2300-1 of 02/07/92 (as amended on 06/06/18), tickets purchased in advance at the Bolshoi Theater (or another) are returned within 2 weeks. The day of purchase does not count.

During the presentation or after its completion, the offer agreement coupons are not returned. The same applies to the situation when they want to return a ticket after the start of the session. It is generally accepted that once a service has already begun to be provided, it is no longer possible to refuse it at that time.

How to return an e-ticket?

A theater ticket is a coupon, a completed strict reporting form, confirming the viewer’s participation in a public offer agreement, which the theater administration has the right to conclude in this way. This document allows you to make a refund and buy a new ticket if necessary.

The electronic format of a ticket to an adult or children's (puppet) theater differs from a paper form only in the place and method of purchase - Internet sites. For example, one of the most popular portals in Moscow: www.ticketland.ru. The coupon is not provided on paper. It is issued in the form of an electronic copy. You can print this file yourself and present it at the checkpoint.

To change tickets of this type, you will need to study in detail the instructions for the procedure, which are always posted on the sites where they are sold. The package of documents is submitted exactly the same as in the case of a refund in real mode, no matter the Bolshoi Theater or any other theater will return the amount to you. The main thing to consider here is that you will have to pay an additional service fee. And such commissions on sites are usually quite large - minus 10% of the price.

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Alice

Lawyer, Moscow

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Important! Most often, a large number of ways to receive money are not provided. You can either receive it on your card account, or you will have to go to the theater box office to receive cash. The funds will be returned to the account of the exact card from which the payment was made. If you need the receipts to be made to another bank account, then this should be indicated in the application form.

What are the return periods?

This question is quite relevant. Some are in a hurry to get their money back as quickly as possible, but there is no need to rush, since the law sets deadlines within which tickets can be returned in the event of a show being cancelled.

If the expected event is replaced by another, the ticket can be returned from the moment the changes were announced.

In case of cancellation of the event, the ticket can be returned from the moment of official notification that the event will not take place. The last day to get your money back is the date indicated on the ticket.

We have already noted above that there are generally accepted rules for making transactions at the box office of cultural and entertainment institutions. However, each theater has the right to unilaterally change the conditions under which tickets are sold and returned. A warning about this should be posted in the theater box office, as well as on its website.

How to return tickets purchased at the box office?

One spectator asks: “If I bought tickets at the theater box office for February 15, but I can’t go to the performance, where should I start to return the purchase and get my money back?”

Legal experts respond by proposing to follow the standard algorithm of actions:

1. First contact the cash desk of the same institution where the purchase was made.
2. Provide the necessary documents.
3. Write an application and attach the required documents you brought with you.
4. Give the cashier time to recalculate. If, for example, you had ordered a 2-tier balcony, then refusing it may cost more than renting another seat. A penalty for demurrage may be collected from the buyer on the basis of law.
5. Wait for 30 days. In practice, most often money is issued immediately at the cash desk, if it is available there.
6. Receive back the amount previously paid.

The entire package of documents to easily return your ticket before the start of the performance:

Note! If the same woman from the example wants to go to another performance, she can purchase a pass for December 23 or another suitable date. But to do this, you will probably have to pay extra if the opera or performance costs more. The additional payment may also include a seat reservation service.

Return Features

Now that you know whether you can return your theater ticket to the box office on the day of the performance, you need to remember a few more nuances. So, if a ticket is lost or damaged, the theater administration is not obliged to issue you a duplicate or return your money.

Only original tickets with intact controls must be returned. It is also worth remembering that if you purchased a document at the theater box office or from an official representative, you can only get a refund there. But if you bought a ticket on the Internet, then you don’t need to come to the theater at all. The procedure must be completed on the website where the purchase was made. To do this, it is not at all necessary to wait for the date of the performance itself. Many people wonder whether it is possible to return theater tickets in advance. The answer is yes. This can be done on any day when the theater box office is open.

Why aren't the full amount refunded?

Not the entire amount will be returned just because such a law exists. In Art. 32 of the Law of the Russian Federation clearly states that the consumer is given the right to return the offer agreement form to the box office to the seller. But at the same time, he does not receive his money back in full. Exactly the amount that was used to cover expenses during registration will be deducted, whether via the Internet Ticketland in Moscow or in real time. This same issue is covered in the same way in another legal provision - Part 1 of Art. 782 of the Civil Code of the Russian Federation.

Such expenses include:

• drawing up and printing the form;
• reservation of the selected seat in the hall;
• part of the premises rental.

If it is possible to purchase a ticket for another date, then the amount will be refunded in the appropriate amount for previous tickets. And only after that they make a new purchase.

Two additional payment options:

1. In the case when the same tickets are purchased, only for a different date, you will need to pay an additional amount exactly the same amount that was withdrawn to pay off the organization’s expenses.
2. If a session of another performance is purchased, more expensive (where, for example, the Historical Stage will participate), then the additional payment will consist of two parts: 1) the amount of expenses incurred by the theater when issuing the returned ticket; 2) an amount that is not enough to fully cover the cost of a new coupon.

Note! The entire amount can be returned only when it turns out that the performance has been cancelled, and the blame for this lies with the organizers or the theater administration. Therefore, if the performance is cancelled, then tickets are refunded on the same day in 100% volume. Or within 14 days to which the consumer is entitled, starting from the second day of ticket purchase.

Legitimate reasons for refusal

There are situations in which the organizers of a theatrical performance have the right to refuse a client a refund of his ticket.

Such situations include:

• No ticket when filing a complaint;
• Ticket delivery 1-2 hours before the start of the performance;
• The ticket is fake;
• The consumer requested a refund at the end of the event.

Experts recommend checking information about the conditions for returning tickets in advance. This can be done both on the official website of the organization and at the theater box office.

Such forethought will avoid problems and litigation in the future.

This is also important to know:
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And remember, the sooner you contact the organizer of the event (for example, the management of the Musical Comedy Theater), the higher your chances of making a positive decision on the return of money.

How many days before the performance can I return a theater ticket?

The law on the protection of consumer rights states that returning an online or offline purchase is allowed only within the first 2 weeks, which expires from the second day after purchase.

For example, if a reservation was ordered and paid for through the website www.ebilet.ru, then the procedure can be started if there are 14 days or less between the purchase and the actual start of the session.

Another, more obvious example. A ticket was purchased on December 16 with the start date of the musical performance on December 29 or 30 for the Nutcracker ballet. Then the viewer found a cheaper option to go to the same event, only in a different theater. He has the right to return the ticket for a refund of the money spent on any day before the performance begins.

But on the websites of many theater departments you can see advertisements that say that you can only return your admission ticket; you can return theater tickets only 3 or 5 days before the start of the event. This is true for the organization, which during this time will be able to make up for losses, find another buyer, so that there is no downtime in the spectator seat.

Important! Return terms must be clarified in advance. You can read about this on the theater’s website, or by calling its administration.

Additional questions

Is it possible to return an electronic ticket purchased online?

When purchasing a ticket on the official website of the theater or its agent, you should familiarize yourself with the return conditions.

If there is a need to return a ticket, a form must be opened for mandatory completion.

If it is not available, then it may be difficult to get your money back.

For example, Yandex Online has a registration procedure where a phone number is requested. When paying for purchased counterfeit goods, all information about the payment card is entered, which does not need to be written again when returning. The money comes to the same account from which the ticket was paid.

If the “E-ticket return rules” on the website set a restriction on possible cases (cancellation or postponement of the performance), then you should contact the court or Rospotrebnadzor.

You must attach electronic tickets to your application (if purchased not only for yourself, but also for a child) and printouts from the site and links to pages.

If tickets were not purchased on the official website of the theater, then it is useless to wait for a refund of the entire amount, even when tickets are returned the next day after their purchase. An agreement is concluded between the theater and the service agent, which provides for the payment of a reward for each ticket sold (~10%).

When considering a claim for reimbursement of the full cost of a ticket, where the defendant is an agent, he does not even have to prove these percentages; it is enough to show the contract for the sale of tickets.

Otherwise, judicial practice regarding returned tickets from agents on websites has a positive dynamic for the consumer who did not attend the performance.

Fact

To return a ticket, you don’t have to be sick, you just need to change your mind.

How to return tickets to the Mariinsky Theater

The rules for submitting documents are stated on the official website of the Mariinsky Theater. There are time restrictions: the ticket must be returned 10 days before the day of the performance.

For any unexpected issues, viewers can contact the administration of the establishment for their subsequent resolution.

Bought through an agent

Tickets for an entertainment show usually have a high price, and it is imprudent on the part of the viewer to choose the method of acquiring them through an agent.

Return of Bolshoi Theater tickets

Moreover, people often buy tickets at fairly high prices, and in this case they lose money,” said the General Director of the Bolshoi Theater.

According to him, the Bolshoi Theater has made a decision, and from March 1 of this year it is introducing a system for accepting personalized tickets purchased using passports for sale. That is, if a viewer for some reason cannot go to the theater, he can come to the theater box office a few days before the performance, hand in a ticket for sale, and if this ticket is sold in the time remaining before the performance, the amount of the ticket price, minus sales commissions, will be returned to the viewer, Urin explained.

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“Thus, the difficulties that arose for spectators who bought personalized tickets and for objective reasons were not able to use them, it becomes possible to sell these tickets, returning most of the amount spent.

Refund amount for ticket return

Those who have not been to airports for a long time usually assume that a refund for a plane ticket is 75% (as it was many years ago). You can forget about a single amount. Modernity has left its mark on the activities of companies in the air transportation industry. Each airline may establish certain rules, in particular:

• preferential conditions for students, pensioners
• favorable prices for those who buy tickets immediately there and back
• Benefits for flying on certain dates
• significant discounts for early booking or, conversely, when purchasing tickets literally before departure

Each air carrier can also establish rules regarding ticket refunds. These requirements are indicated directly on the travel document. But there are also general provisions regulating the activities of air carriers. These are the Federal Aviation Regulations. In addition, when returning air tickets, you can rely on Article 32 of the Russian Law “On the Protection of Consumer Rights”. It is worth noting that this document does not contain the specific word “air ticket”, but we are talking about the opportunity for the consumer to refuse to fulfill the contract for the provision of services.

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The procedure for returning a ticket to a performance (concert)

Let's figure out what to do if there is a need to return a ticket.

To perform this procedure, stock up on a certain set of documents:

• A concert ticket purchased in advance;
• The receipt received when purchasing the ticket. If it is not there, use any other documents that indicate that the ticket was purchased by you at this box office. In the complete absence of supporting documents, obtain the testimony of a witness who was present when you purchased a ticket to the concert;
• Passport.

The ticket return process is not very popular with show organizers. So don't expect much courtesy. For example, you may need a pen and paper, and due to the current circumstances, provide yourself with these items yourself;

Solving the issue of returning tickets is not within the competence of the cashiers. This is done by managers or a special representative of the organization^

• When you meet with the employee who deals with these matters, explain to him the reasons for returning the tickets. They should not go beyond the provisions of the Law on Consumer Rights. Compose a statement according to the model proposed by the manager;
• If the manager is not inclined to accept your application, draw it up yourself. Give reasons for your right, which is stated in the Law “On the procedure for considering appeals from citizens of the Russian Federation.” In accordance with this Law, your application must be considered within one month from the date of submission, no more;
• A month has passed and you have not received any response to your application, feel free to file a claim in court.

Can I exchange a purchased ticket for a different date or performance?

You can change your electronic ticket or its paper version before the start of the performance or musical. The scheme is simple:

1. The old ticket is being returned.
2. A new one is being drawn up.

Expert opinion

Alice

Lawyer, Moscow

Ask a lawyer

There may be various nuances regarding payment and the amount of refunds. Often the opera and ballet theater (or another) imposes a kind of penalty. It is assigned depending on what time the document was submitted.

The table shows the gradation of the amount of refundable money as a percentage, taking into account time according to the tradition established by the Mariinsky Theater (St. Petersburg).