Gerardo Parejo Fernández. Abogado Asociado.
La declaración del estado de alarma y la consecuente suspensión de ciertas actividades y cierre de negocios ha traído consigo numerosas incertidumbres en cuanto a la situación en la que quedan determinados contratos de compraventa de bienes y prestación de servicios, que por causa de fuerza mayor debido al COVID-19, resultan imposibles de cumplir.
En el presente artículo procuraremos ilustrar a nuestros lectores sobre los derechos que les asisten como consumidores y usuarios de estos bienes y servicios, a la luz de lo recogido en el Real Decreto-ley 11/2020, de 31 de marzo, por el que se adoptan medidas urgentes complementarias en el ámbito social y económico para hacer frente al COVID-19.
Contratos de compraventa de bienes o prestación de servicios de tracto único o sucesivo.
En aquellos contratos de compraventa de bienes o de prestación de servicios, incluidos los de tracto sucesivo, que resulten de imposible cumplimiento, el consumidor y usuario tendrán derecho a resolver el contrato durante un plazo de 14 días, siempre que no haya sido posible alcanzar una solución alternativa o propuesta de revisión que beneficie a ambas partes.
Las propuestas de revisión podrán consistir en el ofrecimiento de bonos o vales sustitutorios al reembolso. Se entenderá que tal solución no es posible cuando haya transcurrido un periodo de 60 días sin que haya acuerdo entre las partes.
Cuando el cumplimiento del contrato resulte imposible, el empresario estará obligado a devolver las sumas abonadas por el consumidor o usuario, salvo gastos incurridos debidamente desglosados y facilitados al consumidor, en la misma forma en que se realizó el pago y en un plazo máximo de 14 días.
Contratos de prestación de servicios de tracto sucesivo.
En relación a los contratos de prestación de servicios de tracto sucesivo, que son aquellos en los que la ejecución del contrato tiene lugar de forma repetida y prolongada en el tiempo, la empresa prestadora de servicios podrá ofrecer opciones de recuperación del servicio a posteriori.
Sólo en el caso de que el consumidor no pudiera o no aceptara dicha recuperación entonces se procedería a la devolución de los importes ya abonados en la parte proporcional al periodo del servicio no prestadoo, siempre que lo acepte el consumidor, reducir la cuantía que resulte de las futuras cuotas a imputar por la prestación del servicio. En este sentido, la empresa no podrá presentar a cobro nuevas mensualidades hasta que el servicio pueda prestarse con normalidad, sin que ello dé lugar a la rescisión del contrato, salvo mutuo acuerdo de ambas partes.
Contratos de viaje combinado.
Respecto de los contratos de viaje combinado, que son aquellos en los que se prestan servicios combinados de transporte, alojamiento y/o otros servicios no accesorios por un precio global, que hayan sido cancelados con motivo del COVID-19, la empresa organizadora podrá entregar al consumidor o usuario un bono para ser utilizado dentro de un año desde la finalización de la vigencia del estado de alarma y sus prórrogas, por una cuantía igual al reembolso que correspondiera.
Caso de transcurrir el periodo de validez del bono sin que el consumidor lo haya utilizado, podrá solicitar el reembolso completo del pago realizado.
No obstante lo anterior, el organizador deberá en cualquier caso efectuar el reembolso si el consumidor solicita la resolución del contrato por fuerza mayor, conforme a lo previsto en el artículo 160.2 de la Ley General para la Defensa de los Consumidores y Usuarios (cuando concurran circunstancias inevitables y extraordinarias en el lugar de destino o en las inmediaciones que afecten de forma significativa a la ejecución del viaje combinado o al transporte de pasajeros al lugar de destino). Sólo cabrá el reembolso parcial cuando algunos de los proveedores de servicios del viaje combinado no efectuaran la devolución o lo hicieran parcialmente, correspondiendo en tal caso el reembolso a las devoluciones efectuadas, siendo descontado del importe del bono entregado por la resolución del contrato.
El reembolso deberá en todo caso efectuarse en un plazo no superior a 60 días desde la fecha de la resolución del contrato, o desde aquella en que los proveedores de servicios hubieran procedido a su devolución.
Photo by Ben Garratt on Unsplash
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