Event Company (Showmasters) refusing Cash Refund

Bobo_Brazil

Hi folks -
Over 1 year ago I guess, a young relative of mine purchased an advance celebrity meet & greet ticket, which was to take place as part of a large Celebrity event that has just taken place recently this past weekend in London. Paid cash basically (I believe, via some kind of card) online. 
A couple of weeks ago, this particular celeb cancelled their participation with ill health, and all ticket purchasers were of course, contacted, and informed that they would receive a voucher, which was to be used for another guest at an alternative event. Despite querying this, my relative was told it was in the small print at the time of purchase, that in the event of any cancellations there would be vouchers [value of the full purchase value] issued only and basically, they would not budge on this. My relative has been "graciously" told that if she does not use the voucher in approx 2.5 years she is then allowed to ask for a cash refund, but not before then. She has no real interest in other events, this was a one-off for something she has a special interest in.

The company is Showmasters ltd, they run a number of celebrity & memorabilia events. Thus far every attempt to contact the company on this issue has been ignored. Their main avenue for contact appears to be their own forums, however for years the company have admitted sanitizing the forums completely, saying on the grounds of tolerance and diversity they will only accept comments that praise the shows and crew members. Their Social media too are being sanitized; I'm hearing from friends of friends of my relative, saying they have been blocked from the Showmasters socials for trying to contact them and get answers & air their concerns.

My understanding is that a company can offer a voucher as an alternative to a cash refund, and if the customer is 100% happy with it, and the terms, then they are free to accept. It's also my understanding that this has to be an offer - not bullying or coercion - and that consumer rights, indicate that a customer ought to be entitled to a refund back to the original payment method (cash/card/whatever..)
Any advice gratefully received. thanks.

Diamandis

This company are well known for being awful. I think they are only giving refunds after 2 years because they have a cash flow problem tbh but in order to get a refund you're probably going to have to take them to court because they won't just give you it.

[Deleted User]

Bobo_Brazil said:

Paid cash basically (I believe, via some kind of card) online. 
 

Fortunately, you didn't pay cash, as you paid by some kind of card.

That gives you chargeback and possible section 75 routes.

ThumbRemote

The terms of the company are illegal and they are trying it on.

Find out what card was used, and contact the card issuer to ask how they go about making a chargeback. 

Brywalker

They also probably hope that after 2 years, many people may have just given up hoping for  a refund.

Bobo_Brazil

[Deleted User] said:

Bobo_Brazil said:

Paid cash basically (I believe, via some kind of card) online. 
 

Fortunately, you didn't pay cash, as you paid by some kind of card.

That gives you chargeback and possible section 75 routes.

Thank you. Yes IDK if I worded it in the best way, I just noticed that on a consumer rights TV show when talking about purchase refunds they often talk about 'cash refund' even when paid via a debit card.