A consumer, identified as Mr. Zheng, spent 588 yuan on a ticket for Bilibili World, originally scheduled for July 10. However, just before the event, he was diagnosed with acute appendicitis on July 9 and required emergency surgery, making it impossible to attend.

Mr. Zheng submitted all medical documentation, including hospital diagnosis and admission records, to the platform and requested a ticket refund. After waiting 11 days, he received a response denying his refund request. He stated that his expectations were not high; he was open to a partial refund, a voucher, or any other form of compensation. During negotiations, he even compromised by saying, "Even a refund of one yuan would be acceptable," but the customer service representative still refused to process any refund.

What he found most difficult to understand was that some users who could not attend due to typhoon-related issues were successfully refunded, leading him to question whether the platform employs a double standard. He believes that a sudden illness requiring hospitalization qualifies as an unforeseen special circumstance, and the platform should show flexibility in handling his case. As of now, the ticket refund remains unresolved, and the platform has not contacted him for further negotiation.

In response to the complaint, Bilibili Inc. has not made an official statement. A customer service representative from the platform stated that they can only verify order details for the account that contacts them. They noted that the event's details page clearly outlines the refund and exchange policy, advising customers to review it before purchasing tickets.