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

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Published: 10/02/2018

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Consumers have the right to a refund of concert tickets. This right does not depend on whether tickets were purchased at the box office or online via the Internet.

• Legislation
• How to return a concert ticket to the box office
• How to return an e-ticket
• Required documents
• Ticket return deadlines
• Grounds for refusing a refund

Legislation

An individual has the right to return tickets to the box office of the company from which they were purchased. Legislatively, this opportunity is assigned to him by the following regulations:

1. “Law on the Protection of Consumer Rights” in Art. 32 indicates that an individual has the right to refuse the service by paying the organization for the services incurred to issue the form.
2. Civil Code in Art. 782 indicates that an individual has the right to refuse to attend a concert and demand that the administration compensate him for expenses minus the costs incurred by the company to issue a ticket.
3. Tax Code in Art. 252 indicates that the concert organizer must provide a document that confirms the costs incurred by him to cancel the service.

If necessary, an individual has the right to refer to these provisions of the law when returning funds for a ticket.

Is it possible to return?

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

Laws governing return conditions:

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

How to return a concert ticket to the box office

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

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

The application must indicate:

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

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

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

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

Causes

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

• cancelled;
• rescheduled.

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

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

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

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

How to return an e-ticket

When canceling an electronic ticket, the same rules apply as when returning a paper document. To receive a refund, a person must take the following steps:

1. Apply for a refund to the support service of the site where you purchased the ticket. You can also contact the call center, which accepts requests from citizens.
2. Wait for it to be processed and funds transferred.

The application is written in free form and contains the name of the event, ticket (order) numbers, seats and date of purchase. In some cases, a scan of your passport and payment document (electronic check) must be attached to the application.

Some services offer an automatic order cancellation service. To do this, the user is sent an email with a link. By clicking on it, you can cancel the order and get your money back for the ticket to the same card from which the funds were debited.

If the electronic ticket has already been exchanged for a regular one at the box office, then you must return the paper version.

The funds are transferred by the buyer minus the intermediary commission . For example, when purchasing tickets through Yandex, the ticket price includes a commission of 10%. If an order is cancelled, they are non-refundable.

Also, commissions that are written off upon payment or directed towards insurance fees are not returned to the buyer.

Rules, conditions and terms

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

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

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

Tickets purchased at a discount are not accepted for refund.

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

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

Service fee and shipping charges are non-refundable.

Ticket return deadlines

The time frame given to the seller to return funds is regulated by the Law “On the Protection of Consumer Rights”.

The seller is obliged to return the money for the ticket within 10 days after agreeing on the return. The specified period does not depend on the method of purchase and location.

The money must be returned to the bank card or e-wallet account from which the order was paid. If there is a delay in the receipt of funds, you should try to initially contact the bank, and then contact the organizer with a complaint.

Reasons for returning tickets to cultural events

At the end of 2021 in Russia, changes were made to the Fundamentals of Legislation on Culture dated October 09, 1992 No. 3612-1, which detail the viewer’s right to return tickets to cultural events, as well as the ability of the organizer of these events to retain part of the cost of the ticket when returning it.
For reference : the rules of the Fundamentals on ticket refunds apply to a wide range of organizations, which include theaters, philharmonic societies, concert complexes, museums, circuses, etc. Unified rules for ticket refunds apply to these organizations

In what cases can spectators demand a refund for a concert that did not take place?

Spectators are worried about uncertainty: many people bought expensive tickets a year ago. But it’s impossible to hand them over to the cash register. It turned out that concert agencies still have the legal right not to return money to viewers.

Skeptics consider attending concerts a waste of time and money. Listening to a high-quality studio recording is much cheaper and easier. But the last year has shown that buying tickets to celebrity performances is not only expensive, but also risky. This became inevitable with the onset of the pandemic. Not a single concert in Barnaul was completely cancelled, but all were postponed more than once. The audience was not satisfied with the waiting and the unknown. And, knowing about their rights, they began to demand a refund. It is clear that in such a situation the tour organizers were under attack.

We paid fees to the artists and carried out an expensive advertising campaign.
Air tickets have already been purchased for some events and hotels have been booked, and many other things have been paid for. Rent of concert venues and more. Denis Anshakov
, representative of the Siberia-Concert agency

Until the concert is cancelled, no one will return this money to the organizer, which means he was forced to give it to the audience from his own pocket. Then Russian show promoters united into an association and asked the president for support. In June 2021, a government decree was issued that allowed agencies not to refund money for tickets when rescheduling concerts. This relaxation is valid until all restrictions in the region are completely lifted. And only if after this a new date for the concert is not set, the buyer will be able to demand a refund. However, there are some risks here too.

The organization has the right to make a decision to postpone the concert within six months, and the consumer has the right to apply for a refund within six months from the date of lifting the restrictive measures.
And if the organization cancels the concert on the very last day of this period, on the 179th day, and the consumer does not have time to track this on the website and sees it only on the 181st day, it will be formally considered that he missed this deadline. This will most likely spill over into the courts. Roman Vinogradov
, lawyer

The resolution also does not take into account such cases as the viewer moving to another region or country, as well as illness or death.
But while the poster fades in the sun and patches with a new date appear on it again and again, anything can happen. Even with the lifting of some restrictions in the Altai Territory, artists are in no hurry to set new dates for their arrival. Some refer to the tour, others agreed to perform only with 75% occupancy of the hall. And for some it is important that the audience have the opportunity to dance.

There are also circumstances beyond the artists’ control. In particular, foreign performers simply cannot enter our country now. For example, the concert of the Nazareth group, although scheduled for October, may well be postponed again.

What taxes will the theater pay on the withheld amount?

According to the Ministry of Finance, the retained difference between the price of the returned ticket and the amount received by the visitor when returning the ticket is the income of the cultural organization (letter of the Ministry of Finance dated October 28, 2019 No. 03-07-11/82685). With all the ensuing tax consequences.

Income tax

Organizations determine the object of taxation in the manner established by paragraphs 1 and 2 of Article 248 of the Tax Code.

According to this norm, income includes income from the sale of goods, work, services and property rights, as well as non-operating income.

Income from sales is determined according to the rules of Article 249 of the Tax Code of the Russian Federation, and non-operating income - according to the rules of Article 250 of the Tax Code of the Russian Federation.

Sales income includes everything that the company received from the buyer or customer in payment for the contract, both in cash and in kind (clause 2 of Article 249 of the Tax Code of the Russian Federation).

If the service is not provided to the viewer who refused the ticket, then the part of the ticket price withheld by the theater when returning it cannot be considered income from the sale. This is non-operating income.

Any non-operating income is subject to income tax.

VAT

In contrast to income tax, you will not have to pay VAT on the amount withheld from the buyer.

The fact is that the VAT tax base is increased by amounts received only if they are related to payments for goods, works or services sold and are actually part of the sales proceeds.

If the subject of the relationship between the parties is not the sale of goods, works or services, then the received amounts are not subject to VAT.

Since when returning a ticket there is no fact of provision of a “cultural and entertainment” service, there is no need to pay VAT on the retained portion of the ticket price.

Refund

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

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