Help please with refund for postponed event

whitty

I bought tickets to a local festival which was originally scheduled for May, obviously it could not go ahead so was pushed back to September, the council won’t let it go ahead so they have now postponed it until June 2021.  I cannot make the new dates so have asked for a refund.  They have stated that the tickets are non refundable unless the event is cancelled. They have agreed to a refund as a gesture of goodwill but it will be minus booking fees of £6 plus an admin fee of £5 and a further 4% charge by payment provider to refund back onto credit card.  Are they entitled to do this or should I be refunded in full. I could accept the booking fee charge but feel like they are taking the mickey with the other fees.

Thrugelmir

Payment is a gesture of goodwill. They are merely explaining how they've arrived at the amount deducted. Getting at least some of the money back is better than none at all. 

The_Fat_Controller

To get ANYTHING back on a non-refundable ticket for an event that has been rescheduled and not cancelled is a bonus !

Stop moaning and take their goodwill gesture or hang on and hope it will be cancelled next year.

JamoLew

surely its important to establish whether the OP was aware/made aware that the tickets were none refundable at the time of purchase first
just because the company say they are, doesn't necessarily mean it is true

JGB1955

If you buy tickets through a 3rd party agent , surely it makes sense that you have to pay their fees?  I live close to a Premier Rugby Club....I can walk in and buy tickets directly (no fee for a refund) but would expect to pay the transaction fees if i had bought through a third party.

JamoLew

I think the transaction/booking fee is totally justified, whether the admin fee and fee for refunding to a cc is - i don't know

Nick212010

Thrugelmir said:

Payment is a gesture of goodwill. They are merely explaining how they've arrived at the amount deducted. Getting at least some of the money back is better than none at all. 

The_Fat_Controller said:

To get ANYTHING back on a non-refundable ticket for an event that has been rescheduled and not cancelled is a bonus !

Stop moaning and take their goodwill gesture or hang on and hope it will be cancelled next year.

Is it common practice for organisations to stipulate in the Ts & Cs to refuse refunds on the basis that an event has been postponed and the event dates have been changed considerably? That seems very unfair, and there are laws against holding customers to unfair Ts & Cs.

I think, in the OP’s case, the festival promoter knows it won’t have a leg to stand on in a small claims court and is refunding whilst also paying lip service to appear to be acting reasonable.

7Phil

You aren't likely to get the booking fee back on a refunded ticket. 
4% charge to refund to CC is very questionable, check with your bank. The £5 admin fee is middle-ground but maybe be stipulated in few TCs.
Another option is to sell your ticket on if you can find a buyer that will give you more than the refund is worth.