foodroulette| "Conditional refund" means "cannot be refunded"? The refund terms of Damai. com and Fanwan Island are questioned
Source / China Consumer News China consumption Network
Reporter / Duko
Recently
China Consumer Daily
3.15 Consumer Voice all-media interactive platform
Received news clues to reflect
Consumers spent 655 yuan on it.
After the tickets for the Beijing concert on May 21.
Unable to watch the concert due to a fracture caused by an accidental fall
So he asked for a refund to the barley network.
After being submitted to the hospital for issueFoodrouletteAfter the diagnosis is proved.
Barley net still refuses to refund.
What's going on?
Let's see the reporter's investigation.
Unable to watch the concert as scheduled due to a fall
Consumers refused to refund to Barley Network
On April 30, Mr. Liu, who lives in Baoding, Hebei Province, spent 655 yuan on Barley Network to buy a ticket for a Beijing concert on May 21. After buying the ticket, Mr. Liu accidentally fell and was injured, so that he could not go to the concert as scheduled. Mr. Liu's sister, Ms. Liu, immediately contacted the barley network customer service to apply for a refund, and the customer service replied: "according to the project announcement, you no longer have the right to refund the ticket, please adjust your schedule to watch the performance normally."
Mr. Liu's sister, Ms. Liu, submitted a diagnostic certificate from the affiliated Hospital of Hebei University on May 3 in accordance with the requirements of the Barley Network. Diagnosis certificate shows: "left lateral malleolus bone fracture, joint skin laceration, pain is obvious, activity is limited, it is recommended to stay in bed rest for four weeks, plaster fixed." After submitting the diagnosis certificate, Barley net still refused to refund the ticket: "it has been confirmed for you that the performance ticket is a valuable voucher, a non-ordinary commodity, which carries cultural services and is timely and scarce. This order does not support refund."
The details of the order provided by Ms. Liu show that the ticket status is as follows: "the ticket is being sold in advance, but the organizer has not issued the ticket. Generally, the ticket will be issued 2 weeks before the performance." Ms. Liu told the reporter: "the performer is indeed unable to go to the scene because of physical injury, and the performance ticket is pre-sold and has not yet been issued, why can't the ticket be refunded?" After I initiated a multi-party complaint, the final reply from the barley network was that the organizer did not agree to refund the ticket. "
The reporter investigated and found that
"conditional refund" actually means that it cannot be refunded.
On May 7, the reporter saw in Barley APP that the sales page of the concert was marked with the word "conditional refund".
On May 9, the reporter consulted the barley network online, and the customer service sent the reporter "ticket purchase instructions". The reporter found that the deadline for refund (13:55 on April 30th) was actually before the sale of tickets (15:55 on April 30th). The reporter asked the customer service why there was such a regulation, and the customer service replied: "the deadline for refund has passed, so refund is not supported for the time being."
The ticket purchase instructions issued by Beijing Huale extraordinary Culture Communication Co., Ltd., the organizer of the concert, show:
Tickets for the 👉 show will go on sale at 13:55 on April 27th on Tiandao Island and Barley Network.Foodroulette
There is no service charge for 👉 refund from 13:55 on April 27th to 13:54 on April 28th.
👉 20% handling charge for refund from 13:55 on April 28th to 13:54 on April 30th
👉 will no longer accept refund tickets in any form after 13:55 on April 30th.
Refunds generated during the period from 13:55 on 27 April to 13:55 on 30 April will be resold on Tiandao Island and Barley Network at 15:55 on 30 April and will not accept any form of refund.
On May 9, the reporter opened APP and found that the concert also displayed the label "conditions are refundable". The reporter wanted to contact customer service online for consultation, but after the transfer, the page showed that there were 844 people queuing in front of them. After the reporter waited for an hour, the page showed that there were still 692 people waiting in line. Subsequently, the reporter sent a private message on Weibo to "Huale extraordinary", saying that he wanted to conduct an interview on the issue of non-refund, but had not received a reply as of press time.
The concert "non-refundable" has become a hot topic of complaint.
Netizens question that "conditional withdrawal" is a fraud.
The reporter noticed that
"Barley official blog", "Huale extraordinary" and "playing Island"
On the official Weibo
Many netizens complained one after another under the relevant Weibo content.
The reporter's investigation further found that
Complaints about non-refundable tickets for concerts
It has become a hot spot of online complaints.
On May 9, the reporter searched for the keyword "concert + non-refundable ticket" on a complaint platform [download black cat complaint client]. The results showed that there were 4712 related complaints. The reporter searched for the keyword "May Day + non-refundable ticket", and the results showed that there were 209 related complaints, of which hundreds were non-refundable complaints about barley, Tiandao Island and Huale since April 30.
Legal expert
The standard terms are unreasonable.
Consumers have the right to ask for a refund
The Circular on further strengthening the standardized Management of large-scale Commercial performance activities to promote the healthy and orderly Development of the performance Market jointly issued by the Ministry of Culture and Tourism and the Ministry of Public Security in September 2023 made it clear: "performance organizers shall establish a refund mechanism for large-scale performance activities and set reasonable fee rates for cascade refund to protect the legitimate refund rights of ticket buyers."
Recently, the Jiangsu Consumer Protection Commission released a special analysis of consumer complaints in the cultural and entertainment performance market, which pointed out that since most unconditional refund tickets are basically limited to 48 hours after the first ticket sale, the time limit for unconditional refund has often passed when the second ticket is sold. Compared with consumers who buy tickets for the first time, although consumers who buy return tickets pay the same price, they do not enjoy the same right of refund. Under the strong real-name system, performance tickets cannot be transferred or transferred, such as unforeseen problems such as sudden illness, consumers cannot attend the performance, and the ticketing platform refuses to refund tickets on the grounds that concert tickets are scarce and timely, which undoubtedly increases the burden on consumers.
On May 10, Hu Gang, deputy secretary-general of the legal work Committee of the Internet Society of China and a member of the legal team of the China consumers Association, said in an interview with reporters that consumers could not go to the show as scheduled due to accidental falls after buying tickets, and had submitted a diagnostic certificate issued by the hospital to the ticketing platform, and consumers had the right to ask for a refund. "the ticket purchase instructions issued by operators belong to the format terms made up unilaterally, and the ticket sales page is marked with the word 'conditional refund', but the ticket cannot be refunded at all, which may be misleading to consumers because of the operator's false statement. In addition, the deadline for refund is obviously very unreasonable before the time when tickets are sold. Whether it is a performance ticket sold for the second time or a performance ticket sold for the first time, a reasonable fee standard for cascade refund should be set to protect consumers' legal and legitimate right to refund tickets. "
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