Company charging admin "fee" on refund

phillw

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. 

But that will be issuing a refund in the case the customer has requested to cancel.
If you could do it the other way round then you wouldn't be able to move for companies advertising all manner of things, then when people buy stuff they'd just refund their money minus £9.90. As your overheads are so low you could create new companies every week so the bad press wouldn't catch up with you.
And a minimum chargeback surely only covers the original transaction value & not the remaining value, otherwise any company would just refund the total minus £9.90 and you have no way to recover it.

J_B

harsh_but_fair said:

what you will find however is a law saying that you are entitled to a COMPLETE refund of anything paid in the event of goods or services not being provided

But, I've googled and can't find it - can you assist ... please?

harsh_but_fair

I don't understand your post

the internet is awash with Google hits saying if goods or services are not provided then you are covered under section 75

it does not say you are covered minus an admin fee or you are covered minus a bank fee or you're covered minus an insurance fee - it just says you are covered

Hugh_Jardon

I realise there are 2 users on this thread asking the same question - myself and "J_B".
This is the current response from my bank:

For us to raise a Section 75 claim or a dispute we need to evidence there was a breach of contract. As their terms and conditions state fees won't be refunded there hasn't been a breach of contract.

J_B

harsh_but_fair said:

I don't understand your post

the internet is awash with Google hits saying if goods or services are not provided then you are covered under section 75

it does not say you are covered minus an admin fee or you are covered minus a bank fee or you're covered minus an insurance fee - it just says you are covered

I assume you were replying to me.

If I go in front of the judge and say ....

 

then he may snigger a little.

If I can say 'here's the law', then he may rule in my favour .... perhaps!  ;-)

SnowTiger

This is what Which? say: 

Cancelled events: your consumer rights

If you bought your tickets directly from the event organiser or primary ticket retailers, such as See Tickets or Ticketmaster, you will benefit from some consumer protections.

These firms are required by the industry’s self-regulatory body, the Society of Ticket Agents and Retailers (STAR), to refund the ticket’s face value price when an event is cancelled.

But it’s unlikely you’ll get the delivery costs or booking fees back.

I've taken a gander at the Consumer Rights Act 2015.  Section 56, which covers price reductions for services, contains this: 

(6)The trader must not impose any fee on the consumer in respect of the refund.

My take on this is if you paid £100 for an event ticket plus a £9.90 admit fee (total £109.90) you're entitled to a refund of £100 if the organiser cancels the event.

If you paid £100 for an event ticket and the event is cancelled, the organiser can't invent a £9.90 admin fee just before giving a refund of £90.10, even if a refund fee is mentioned in their T&Cs.  UK law trumps T&Cs.

harsh_but_fair

I've said it several times but I'm obviously not getting through to you so will repeat it one more time as you are obviously not understanding what I am saying

if you buy something on a card - goods or services - and they are not delivered then you are entitled to a refund. If the merchant won't give it to you or - if they only give you a partial refund - then your recourse is to go to the card

Perhaps this is the word 'refund' that you are finding difficulty with?

J_B

harsh_but_fair said:

I've said it several times but I'm obviously not getting through to you so will repeat it one more time as you are obviously not understanding what I am saying

I fully understand what you're saying - all I need is a link to an official page that I can show to paypal because if I say that some random person on MSE told me, they are able to disagree.

Sadly, you don't seem to be able to provide me with a link - ho hum!

Thanks anyway.

J_B

SnowTiger said:

This is what Which? say: 

Cancelled events: your consumer rights

If you bought your tickets directly from the event organiser or primary ticket retailers, such as See Tickets or Ticketmaster, you will benefit from some consumer protections.

These firms are required by the industry’s self-regulatory body, the Society of Ticket Agents and Retailers (STAR), to refund the ticket’s face value price when an event is cancelled.

But it’s unlikely you’ll get the delivery costs or booking fees back.

I've taken a gander at the Consumer Rights Act 2015.  Section 56, which covers price reductions for services, contains this: 

(6)The trader must not impose any fee on the consumer in respect of the refund.

My take on this is if you paid £100 for an event ticket plus a £9.90 admit fee (total £109.90) you're entitled to a refund of £100 if the organiser cancels the event.

If you paid £100 for an event ticket and the event is cancelled, the organiser can't invent a £9.90 admin fee just before giving a refund of £90.10, even if a refund fee is mentioned in their T&Cs.  UK law trumps T&Cs.

Many thanks

We bought three tickets @ 42.50 each = 127.50

There were "service charges" of 15.93 which they haven't refunded.

From what you say/quote that's as good as it gets ..... move on!

Cheers

harsh_but_fair

The problem is - and I am genuinely trying to help - that you won't find a link saying that an admin fee or indeed any other kind of fee can be charged or cannot be charged simply because the law is quite clear you are entitled to everything back and therefore there is no need to specifically say 'apart from' etc

hope this helps