Cancelled event

gordon_c_08

I am looking for some advice, apologies if this has already been covered. An event I was planning on attending abroad has been cancelled and the ticket company has offered a refund minus 10% service fee. Are they allowed to deduct the fee? The original booking fee and delivery charges have already been deducted. When I search for the ticket company's terms and conditions on their website, the page has been removed. Any assistance is welcomed. 

Gordon

Jeremy535897

Like you, we don't know without seeing the terms and conditions, although such a charge may fall foul of the Consumer Rights Act 2015. You will have to decide whether the 10% is a worthwhile amount to suffer if it means you get the 90% without problems.

gordon_c_08

I have managed to find their terms and conditions. "9.3 Reimbursement from Organiser

In some cases, when an event is cancelled by an Organiser, you may be entitled to a refund. The amount of any potential refund provided is dependent on the Organiser of the event and the circumstances of each case in question. The refund may not include service and delivery fees and Gootickets.com ticket margin/commission. Any fee for Ticket Insurance is non-refundable. Please note that if an event Organiser is not providing a refund for a cancelled event, Gootickets is not in any way responsible for providing refunds."

Here it does state that they do not need to refund the service fee, I thought this service fee would have been for the original sale of the tickets. Are they allowed to charge another service fee for refunds?

Jeremy535897

It says you won't get refunded service and delivery fees, which implies that they are talking about fees already incurred, not arising out of the refund. You could try quoting this from the CMA:
https://www.gov.uk/government/publications/cma-to-investigate-concerns-about-cancellation-policies-during-the-coronavirus-covid-19-pandemic/the-coronavirus-covid-19-pandemic-consumer-contracts-cancellation-and-refunds

See the specific advice on deduction of fees from refunds.

gordon_c_08

Many thanks for your help. I am going to contact them for a response.