Ticket Platform's Refusal to Refund Grieving Man Sparks Outrage and Calls for Change in China's Consumer Protection Laws
In a case that has captured the attention of many, Mr. Bai from Xi'an found himself in a distressing situation when his grandmother passed away on November 2nd, 2024, just a day before the Phoenix Legend concert he had been looking forward to. Having purchased his tickets through Damai.cn, a popular ticketing platform in China, Mr. Bai contacted the platform immediately, providing the necessary documentation, including his grandmother's death certificate, hoping for a refund. However, Damai.cn, citing their standard "no refunds or exchanges" policy, refused his request. This decision has sparked a nationwide debate on consumer rights, the validity of "overlord clauses" (terms that unreasonably favor the business over the consumer), and the application of force majeure in such personal tragedies.
16 July 2025
The incident has brought to light the widespread issue of consumer complaints against ticketing platforms, particularly focusing on the rigid "no refund" policies that many believe are unfair, especially in cases of unforeseen circumstances like the death of a family member. Mr. Bai's situation is not unique; a cursory search on consumer service platforms reveals thousands of similar complaints, indicating a systemic problem in the ticketing industry.
Legal experts, including Xing Xin, a senior partner and lawyer at Hunan Jinzhou Law Firm, argue that the death of a close relative constitutes a force majeure event, an unforeseeable and insurmountable obstacle that renders the contract's purpose unachievable. According to the Civil Code, consumers should have the right to terminate the contract under such circumstances and receive a refund. Xing also points out that blanket "no refund" policies are often considered "overlord clauses," which may be deemed invalid if they unfairly exempt or reduce the platform's responsibilities.
The case has also touched a nerve with the public, many of whom have expressed sympathy for Mr. Bai and criticized Damai.cn for its lack of empathy. This incident underscores a broader societal expectation for businesses to operate with a degree of compassion, especially when dealing with personal tragedies. It highlights the power of social and traditional media in amplifying consumer issues and holding businesses accountable, potentially leading to regulatory changes in the ticketing industry.
As this story continues to trend, it is clear that the implications extend beyond a single consumer dispute. It reflects evolving consumer expectations, the influence of public opinion in the digital age, and the potential for regulatory shifts that could reshape how the entertainment ticketing industry operates in China, pushing towards greater transparency, fairness, and empathy in its business practices.
