Reader Ciaran sent in this Money Problem after paying nearly £55 for an event he was forced to leave halfway through…
I purchased two tickets (costing £54.40) from FeverUp for a live jury experience in Manchester. Unfortunately the event was a complete failure due to technical issues that made the interactive element impossible. The WiFi at the venue wasn’t strong enough to support the voting system. This meant the core experience, audience participation – simply didn’t happen. The atmosphere quickly soured, with many audience members visibly frustrated. I left halfway through.
When I contacted FeverUp, they denied me a refund or compensation, and said their terms and conditions said no refunds. Monzo also refused to raise a chargeback.
Megan Harwood-Baynes, cost of living specialist, answers this one…
It’s so frustrating when an event doesn’t go to plan, and it can be easy to think if a company has terms and conditions that state “no refunds” that is it.
But it is not.
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Like with most consumer disputes, the first place to start is the Consumer Rights Act (CRA) – this doesn’t just apply to goods, but also services – and, crucially, this law supersedes any company policy.
Section 49 of the CRA states that services must be performed with “reasonable care and skill”, while the 2024 version of the act builds on this by saying any adverse factors that may restrict the consumer’s enjoyment (such as restricted views – or in this case, issues with the sound system) must be disclosed at the point of purchase.
The act also allows consumers to claim a refund if the event is not as described or of a satisfactory quality. Issues with the WiFi system, as you rightly pointed out when we talked, are foreseeable.
Now it wasn’t FeverUp’s fault that issues arose – that was with the venue. But your contract was with FeverUp as you bought the tickets from them, so it is their responsibility to ensure that what they sold you complies with the act. Unfortunately, in this case, it did not.
I contacted FeverUp, outlining all of the above, and asking them if they wished to reconsider their “no refunds” stance.
Less than two hours later, they had issued you with an apology, a full refund and two complimentary tickets to another FeverUp experience in Manchester.
This was resolved relatively quickly, but anyone who finds themselves in this situation should check the Consumer Rights Act.
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‘Arnold Clark offered me a coffee cup for a £230 mistake’
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‘I had a haircut so bad I had to shave it off – what are my rights?’
What you are entitled to can be summarised by my favourite mnemonic (thanks to the team at MoneySavingExpert for this one)…
SAD FART.
Items, goods and services should be…
Satisfactory quality
As
Described
Fit for purpose
And last a
Reasonable length of
Time
Remember, this takes precedence over any terms and conditions a company may try and cite.
When it comes to complaining, detail is key – tell the company “according to the Consumer Rights Act…” and cite the relevant section if you can. This will show them you know your rights and are not going to be fobbed off.
This feature is not intended as financial advice – the aim is to give an overview of the things you should think about. Submit your dilemma or consumer dispute via:
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The form above – you need to leave a phone number or email address so we can contact you for further details
Email [email protected] with the subject line “Money Problem”
