Georgian Competition and Consumer Agency Rules on Full Refunds for Cancelled Events

Georgian Competition and Consumer Agency (GCCA) has concluded an investigation into the commercial practices of two major ticketing platforms, LLC “Tineti” (www.tkt.ge) and LLC “El. Biletebi” (www.biletebi.ge), finding that both violated the Law of Georgia on Consumer Rights Protection.

The investigation determined that, in the case of event cancellations or postponements by organisers, consumers were refunded only the base ticket price, with the mandatory platform service fee withheld. This practice was deemed unfair and misleading, as the service fee is inseparable from the transaction, and consumers cannot access the event without paying it.

As a result, the GCCA has mandated that both companies ensure full refunds, including the service fee, for all events cancelled or postponed at the organiser’s initiative. This obligation applies regardless of the platform’s internal pricing structure or refund policies.

The decision reinforces several key principles:

• Consumers should not bear financial losses due to circumstances beyond their control;

• Businesses must provide transparent, fair and legally compliant refund practices;

• Service fees are considered part of the overall transaction and cannot be excluded from refunds.

This enforcement action is in line with Georgian legislation, relevant EU directives and international best practices in consumer protection. It represents a significant step toward enhancing consumer rights in the digital marketplace and ensuring accountability in online services.

Georgian Competition and Consumer Agency remains committed to promoting a fair, transparent, and consumer-friendly market environment, both domestically and in line with global standards endorsed by ICPEN members.

For more information, visit: https://gcca.gov.ge