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‘Refund clients for cancelled events’

REFUND customers for cancelled events during the Covid-19 period because it was not their fault, the Competition and Consumer Protection Commission (CCPC) has said.
The CCPC has observed that there were numerous events that had resulted in cancellation during the period of the Covid-19 pandemic.
CCPC public relations officer, Rainford Mutabi said consumers had the right to a refund in circumstances when the cancellation is not due to their own making.
Mr Mutabi said in a statement that the pandemic and the measures put in place by Government to address it, were not in the control of the enterprises.
He said should an event be covered by terms and conditions that deal with instances of Force Majeure, those terms and conditions prevail.
“The CCPC would like to state that during the Covid-19 period, all business enterprises have an obligation to refund consumers when the service paid for has not been given,” said Mr Mutabi.
Mr Mutabi also advised consumers to give enterprises reasonable time within which to settle their refunds, saying that these times were unprecedented and the effect was felt by all.
He also urged enterprises to be innovative in providing consumers alternatives to the services paid for.
“For example vouchers with sufficient time within which a consumer can make a claim, can be postponed to mutually acceptable dates,” he said.
Mr Mutabi however said consumers had the discretion to opt for a refund should the alternative not suffice.
“In dealing with the question of whether a full refund should be available, several factors are to be considered, including when the event was scheduled to take place. These factors would determine the amount of costs incurred by the enterprise,” he said.
Mr Mutabi however said equity demanded that the weaker party in any agreement should not be left out without adequate redress.
He said prudence should therefore be employed, accordingly.

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