Company charging admin "fee" on refund

Hugh_Jardon

Hello
1) Ordered tickets for a festival in June
2) Order placed online with Mastercard personal credit card
3) Event was cancelled
4) Nothing was posted to me before the cancellation
5) I have a refund minus £9.90, to cover their refund "fee"

After complaining, they won't budge.

As you probably know, ticketing sites like ours rely heavily on booking fees to support what we do. However, we also understand that these aren’t normal times.
With that in mind we’ve decided to waive our usual terms and will refund your booking, delivery and payment plan fees. We’ve had to deduct a small refund fee, just to help us cover the costs of administering and processing your refund. We hope you understand.

A copy and pasted reply. There was no delivery. There was no "payment plan" either.

When I process refunds for my customers, it takes me less than 30 seconds. I refund the full fee.
My bank won't do a chargeback either.
Is this legal?
Do the terms and conditions trump my consumer rights?

digalumps

No it's not legal it is absolutely clear if you pay for a service via a credit card and you don't get it you are entitled to a full refund via chargeback

ask your credit card company again to chargeback the additional £9.90 if they refuse raise a complaint

Hugh_Jardon

Can anyone point to the exact point in consumer law where a company cannot charge a fee for processing a refund?
I cannot find it.

harsh_but_fair

the law is that you are entitled to a refund IN FULL if you pay for goods or services on a credit card that are not delivered.

msallen

harsh_but_fair said:

the law is that you are entitled to a refund IN FULL if you pay for goods or services on a credit card that are not delivered.

...as long as it was not the consumer's choice to cancel. Just be sure OP - did you cancel or did the supplier?

jonesMUFCforever

It might also be in the retailer's terms and condition of business that they will administer a charge for refunds - however this would have to be prominent and in full view as at the time of purchase.
OP just tell us which website it was please? 

harsh_but_fair

doesnt matter what is in t&c in the scenario that the service is not delivered.  You are entitled to everything back.

yes agree that in the event the op cancelled then an admin fee is fair.

prowla

Seller's T&Cs don't override the law.

PaulW922

MasterCard has a £10 minimum for chargebacks (Visa do not). 

Hugh_Jardon

msallen said:

harsh_but_fair said:

the law is that you are entitled to a refund IN FULL if you pay for goods or services on a credit card that are not delivered.

...as long as it was not the consumer's choice to cancel. Just be sure OP - did you cancel or did the supplier?

Nope. The event was cancelled due to Covid-19.

Hugh_Jardon

jonesMUFCforever said:

It might also be in the retailer's terms and condition of business that they will administer a charge for refunds - however this would have to be prominent and in full view as at the time of purchase.
OP just tell us which website it was please? 

Festicket:
https://www.festicket.com/