省工商局局长李金冬介绍，不公平合同格式条款，就是人们常说的“霸王条款”。今年，省工商局重点部署对住宅装饰装修、物业管理、旅游、有线电视、电信服务等行业的整治工作，特别注重对占垄断地位的企业进行约谈和行政指导。截至10月底，全省共检查各类企业4500家，约谈企业2238次，下达行政指导书1017份，下发责令改正通知书750份，为群众挽回损失534万元。如果消费者在消费过程中遭遇“霸王条款”，可拨打12315或到就近的工商所进行投诉、举报。

Save industrial and commercial bureau chief LiJinDong is introduced,Unfair contract format terms,Is that people used to say"Overlord clause".This year,Save industrial and commercial bureau key deployment on residential decoration/Property management/tourism/Cable TV/Telecom service industry regulation work,Special focus on monopoly of the enterprise to carry out the questioning and administrative guidance.By the end of October,The check of all kinds enterprise 4500,Questioning enterprise 2238 times,The administrative instruction issued 1017 copies,Rectification notice issued by 750 copies,For the masses recuperate 5.34 million yuan.If consumers are encountered in consumption"Overlord clause",The number is 12315 or to the nearest industrial and commercial place for complaint/report.

市民遭遇 People encounter

“温馨提示”竟是霸王条款 "Warm prompt"Was overlord clause

　　今年5月的一天，在长沙开物流公司的祁先生将车停在解放路上某停车场，并交纳了10元停车费。饭后，祁先生前往开车时发现，左后侧车窗被砸烂，虽没丢失贵重财物，但却花了他几千元的车辆修补费。祁先生找停车场负责人理论，但对方以提前做出“温馨提示”为由拒不负责，最后祁先生只得自认倒霉。

This year, on May Day,In changsha open logistics company Mr Qi car in the liberation of the way a parking lot,And pay 10 yuan.After dinner,Mr. Tan to found when driving,Left back side window was broke,Although not lost valuable property,But it took him several thousand yuan vehicle repair charge.Mr. Tan to find parking lot in theory,But the other party to make in order to advance"Warm prompt"For refused to responsible for,Mr. Tan finally had to accept the bad luck.

　　“在指定停车场停放自行车、电动车、摩托车、轿车等各种车辆，但不作保管，车辆损毁、损坏或丢失以及车内物品丢失均由车主自己承担责任。”停车场内这种看似温馨的提示，无形中侵犯了消费者的权益。省工商局相关负责人介绍，像祁先生这样的遭遇，停车场方是需要负一定责任的，而所谓的“温馨提示”，只不过是停车场将本应由自己承担的经营风险责任转嫁给车主，免除了自身责任，加重了消费者的责任。

"In a designated bike car park/Electric car/motorcycle/Cars and other vehicles,But does not make the custody,Vehicle damage/Damage or loss and in-car items lost all by the owner himself liable."Parking in this seemingly warm hint,Virtually infringe upon the rights and interests of consumers.Save industrial and commercial bureau to relevant controller introduces,Like Mr Qi this encounter,The parking lot is party to negative certain responsibility,The so-called"Warm prompt",Is only a parking lot will should be assumed by the business risk responsibility on to the owner,From their own responsibility,Increase the consumer's responsibility.

　　据介绍，停车场供给消费者使用，负有一定的监管职责，有义务保障消费者财产安全。车辆受损了，只要消费者能举证证明，停车场管理方在监控设备、巡防、人员进出管理等环节存在过错，那么停车场就负有责任。

According to introducing,Parking supply consumers use,Have certain supervisory duties,Have the obligation to protect consumers property safety.Vehicles damaged,As long as consumers can produce evidence to prove,The parking lot management in monitoring equipment/guard/People in and out management existence fault,So the parking lot is responsible for.

“最低消费”实为强制交易 "Minimum consumption"Actually forced trading

　　今年10月，在长沙某文化公司上班的小喆和朋友在车站北路某茶楼包厢聚会，只点了3杯茶、2杯白开水的他们，在埋单时竟需要支付500多元。服务员解释称，无论客人是否点东西，在店内包厢消费均按每人最低88元的包厢费计算。经过一番争执，小喆只支付了200多元钱，但原本开心的聚会也因此失色不少。

In October this year,In changsha one culture company work of small 喆 and friends in north station a teahouse box party,Only ordered three cups of tea/2 cups of water of them,When the bill that need to pay 500 yuan.The waiter explanation says,No matter whether the guest something,In the box consumption are at least 88 yuan per person of the box fee calculation.After a dispute,Small 喆 only pay a 200 multivariate money,But originally happy party also so many pale.

　　其实，这是消费者在消费场所常常遇到的“霸王条款”。在一些娱乐场所和茶楼酒吧中，往往会设定最低消费，不允许消费者自带酒水、食物等限制消费者消费自由的标准，这已成为一条业内普遍流行的潜规则。但其实，最低消费实质上是一种以自制的格式条款来强制交易的行为，是典型的“霸王条款”。

In fact,This is the consumer is often encountered in the consumer place"Overlord clause".In some places of entertainment and teahouse in the bar,Tend to set the minimum consumption,Consumers are not allowed to bring their own drinks/Food and so on limit consumer spending free standard,It has become one of the most popular latent rules in the industry.But in fact,The minimum consumption is in essence a kind with homemade format terms to compulsory transaction behavior,Is typical of"Overlord clause".

工商整治 Regulation and commerce

“霸王条款”主要有10种 "Overlord clause"There are 10 kinds of main

　　李金冬介绍，“霸王条款”主要涉及商业购物、物业服务、旅游、保险、汽车销售等行业。湖南工商部门2012年重点查处的“霸王条款”，主要包括三大类，表现形式分为10种。

LiJinDong introduced,"Overlord clause"Mainly involves commercial shopping/Realty service/tourism/insurance/Car sales, etc.The ministry of commerce in hunan province in 2012 and key"Overlord clause",Mainly includes three categories,Form is divided into 10.

　　一是经营者在格式条款中免除自己的责任。包括3种：经营者免除自己因故意或者重大过失造成的侵权责任，免除自己对提供的商品或者服务依法应当承担的保证责任，免除自己因违约依法应当承担的违约责任。如快递行业不分缘由规定“易碎物品、损坏不赔”或者“易碎物品，最多赔付承运费的5倍的额度”等条款；有的婚纱摄影合同约定，“出现拍摄问题或者电脑故障只可重拍，不解约，不赔偿”等。

One is the operator in the format terms of exempt from their own responsibility.Including three kinds of:Excuse himself operator due to his intent or major negligence tort liability,Exemption to provide goods or services shall bear responsibility in accordance with law guarantee,Excuse himself from the breach shall bear the liability for breach of contract in accordance with law.Such as express industry regulations regardless of the reason"Fragile goods/Free of damage"or"Fragile goods,The most settlement carrying cost five times the amount"clause;Some wedding photography contract,"Appear shooting problems or computer fault can only remake,Not cancelled,Do not compensate for", etc.

　　二是经营者在格式条款中加重消费者的责任。包括2种：设定消费者应当承担的违约金或者损害赔偿金超过法定数额或者合理数额，设定消费者应当由格式条款提供方承担的经营风险责任。如《城市供水价格管理办法》规定“参照中国人民银行规定的金融机构计收逾期利息标准收取用户逾期付款违约金”，但有的供用水合同却规定“用水人逾期交费的，每日须按欠交金额5%支付供水方逾期付款违约金”，大大超过了金融机构计收逾期利息标准等。

The second is operator in the format terms increase consumers' responsibility.Including two:Set consumers shall be liable for damages or damages than legal amount or reasonable amount,Consumers shall be set by the format clauses provide party shall bear the responsibility of business risk.if[The measures for the administration of the urban water supply price]provisions"With reference to the provisions of the people's bank of China financial institutions collecting overdue interest standard charge users late payment penalty due to breach of contract",But some for water but contract provisions"Water people overdue fee,Daily must according to the amount of backorder 5% pay water supply party late payment penalty due to breach of contract",Greatly exceed the financial institutions collecting overdue interest standard etc.

　　三是经营者在格式条款中排除消费者的权利。包括5种：排除消费者依法变更或者解除合同的权利，排除消费者请求支付违约金的权利，排除消费者请求损害赔偿的权利，排除消费者解释格式条款的权利，排除消费者就格式条款争议提起诉讼的权利。如一些会员卡上写明“本公司拥有此卡最终解释权”，某些店堂告示中写着“本店售出商品，一概不予退货”，有的俱乐部会员卡规定“本俱乐部对在会所内遗失或盗窃的物品不负任何赔偿责任”等。

The third is operator in the format terms of consumer's right is ruled out.Including 5 kinds of:Eliminate consumer according to law the right to change or terminate the contract,Eliminate consumer request the right to pay liquidated damages,Eliminate consumers the right to damages,Eliminate consumer explain the rights of format terms,Eliminate the consumer format terms dispute lawsuit rights.As some mention expressly on the membership card"The company has the final right to interpret this card",Some shop notices wrote"Our goods sold,Shall not return",Some club membership card provisions"The clubs within in the club lost or stolen items not accept any liability to pay compensation", etc.

十大典型案例 Ten typical cases

　　案例1

Case 1

　　长沙某留学服务咨询机构与消费者订立合同，其中规定“因甲方提供材料不及时、不真实、不全面而导致申办不成，乙方不负任何责任，已收费用不予退还”、“本协议生效后，如甲方自行提出终止留学申请，或甲方获得签证后，因甲方自身原因未能成行，乙方对此不负任何责任，乙方所收取款项不予退还”等。

A study of changsha service and consulting institutions and consumer conclude a contract,The provision"Because of party a to provide the material not timely/Not true/No comprehensive and lead to bid for the no,Party b shall not be liable for any,Already fees will not be refunded"/"After this agreement takes effect,If party a to terminate the applying for study abroad,Or party a after getting a visa,Due to party a's own reason is unable to attend,Party b shall not be liable to any responsibility,1 party b shall collect payment will not be returned", etc.

　　点评：属于经营者利用格式条款加重消费者责任、排除消费者权利的违法行为。

Comment on:Belong to an operator USES format terms weighting consumer responsibility/Eliminate consumer rights illegal behavior.

　　案例2

Case 2

　　长沙某健身健美公司要求消费者入会签订协议，要求“消费者同意所交付款项可以不予退还（除非因俱乐部严重违约）”、“俱乐部对消费者在会所内遗失或盗窃的物品不负任何赔偿责任”。

Changsha a fitness strong and handsome company signed an agreement for the consumers,requirements"Consumers agree that money can deliver will not be returned(Unless the club because of serious breach of contract)"/"The club to consumers within in the club lost or stolen items not accept any liability to pay compensation".

　　点评：属于经营者在格式条款中做出对消费者不公平、不合理的规定，并有免除自己的责任和排除消费者权利的违法行为。

Comment on:Belong to the operators in the format terms for consumers to make the unfair/The unreasonable regulations,And exempt from his own responsibility and eliminate the illegal behavior of consumer rights.

　　案例3

Case 3

　　株洲某旅行社与消费者熊某、杨某签订协议，规定“在不减少景点的情况下，旅行社有权调整景点旅游先后顺序”及“如遇人力不可抗力因素产生损失，由游客自行承担，旅行社协助办理”。

Zhuzhou a travel agency and XiongMou consumers/Yang signed an agreement,provisions"In not reduce under the condition of scenic spots,Travel agency reserves the right to adjust the scenic spot traveling order"and"In case of human force majeure factors produce loss,The tourists shall bear,Travel assistance is dealt with".

　　点评：属于利用合同格式条款加重消费者责任、排除消费者权利的违法行为。

Comment on:Belong to use contract format terms weighting consumer responsibility/Eliminate consumer rights illegal behavior.

　　案例4

Case 4

　　邵阳某自来水公司与用户订立合同时约定“逾期缴款的，自来水公司有权按用户欠缴水费额千分之五每日的比例收取违约金”。

Shaoyang a tap water company and the user when a contract agreement"Late payment of,The company shall be entitled to relevant users owe water five over one thousand daily proportion collection penalty due to breach of contract".

　　点评：属于经营者在格式条款中加重消费者责任的违法行为。

Comment on:Belong to the operators in the format terms increase consumer responsibility of the illegal behavior.

　　案例5

Case 5

　　岳阳某快递公司与客户签协议“若因快递公司的原因造成交寄物损毁、灭失的，本合同将免除本次运费。若寄件人未选择保价，按不超过运费五倍标准赔偿”。

Yueyang a express company and the customer sign the agreement"If by express company causes damage to sending content/lost,This contract will be exempt from the freight.If the sender is not choose valuation,By not more than five times the compensation standard of freight".

　　点评：属于经营者在服务合同格式条款中免除自己因违约依法应承担的违约责任的行为。

Comment on:Belong to the operators in the service contract format terms excuse himself in for breach of contract should be in accordance with the behavior of the responsibility of breach of contract.

　　案例6

Case 6

　　某银行常德某支行在《个人购房借款/担保合同》规定：“订立和履行本合同所需的登记、公证、评估等费用，以及由于借款人和担保人没有按合同约定履行义务，贷款人为实现债权而产生的律师费、评估费等所有费用由借款人承担”。

A bank in changde a branch[Individual investors borrowing/guarantee contract]provisions:"Conclusion and performance of this contract registration/notarization/Evaluation and other fees,And because of the borrower and the guarantor not fulfil his obligations according to the contract,Loan human realize creditor's rights and produce attorney's fees/Assess fee, all expenses by the borrower bear".

　　点评：属利用合同格式条款加重消费者责任的违法行为。

Comment on:Belong to use contract format terms weighting consumer responsibility of the illegal behavior.

　　案例7

Case 7

　　常德某房地产开发公司在和消费者签订协议时规定：“因乙方（消费者）原因不签订《商品房预售合同》，甲方（房地产开发公司）有权单方面解除本认购书，将商品房另行出售，乙方所付订金不予退还”、“合同约定面积与实测面积不符时，按合同约定单间据实结算房款，多退少补”。

Changde a real estate development company in and consumers when signed an agreement provisions:"In case party b(consumers)Reason not sign[Commodity house opens to booking a contract],Party a(Real estate development companies)Has the right to unilaterally terminate this subscription book,Commercial housing will be sold separately,Party b pay the deposit will not be returned"/"The contract area and the measured area when discrepancies,According to the contract single truthful clearing house money,Retreat more fill less".

　　点评：属于经营者在格式条款中作出对消费者不公平、不合理的规定，并有排除消费者权利的违法行为。

Comment on:Belong to the operator in a format terms to consumers is not fair/The unreasonable regulations,And eliminate the illegal action of the consumer rights.

　　案例8

Case 8

　　益阳市南县某汽车销售公司与买方签订协议规定：“如遇国家（地区）政策变动，供应商价格配置变动或其他不可抗力因素不能交车引致乙方（买方）损失，甲方（卖方）不予负责”。

No yiyang city a car sales company and the purchaser to enter into agreement:"In case of national(area)Policy change,Supplier price configuration changes or other causes of force majueure can't pay party b caused by car(The buyer)loss,Party a(The seller)Shall not be responsible for".

　　点评：属于经营者在服务合同格式条款中免除自己因违约依法应当承担的违约责任的行为。

Comment on:Belong to the operators in the service contract format terms excuse himself in for breach of contract shall bear the liability for breach of contract in accordance with the act.

　　案例9

Case 9

　　张家界市某健身俱乐部在会员卡上印制“俱乐部拥有此卡最终解释权”字样。

Zhangjiajie a fitness club membership card in the print"The club has this card the final right to interpret"".

　　点评：属于利用合同格式条款排除消费者解释格式条款权利的违法行为。

Comment on:Belong to use contract format terms eliminate consumer explain format terms the rights of the illegal act.

　　案例10

Case 10

　　怀化某房地产公司与消费者签订协议规定“买受人应在交房前一个月提前缴纳房屋维修基金、商品房买卖契税、转让手续费、权属调查费、水电立户费”，并要求买受人必须向出卖人缴纳4000元水电立户开通费，否则不给开通水电。

HuaiHua some real estate companies and consumers sign agreement"The buyer should pay one month in advance to pay housing maintenance fund/The deed tax for the sale of commodity/Transfer commission/Ownership survey fee/Hydropower account fee",And require the buyer must to betray a person to pay 4000 yuan hydropower open an account opened fee,Otherwise not to open water and electricity.

　　点评：属于经营者利用合同格式条款免除自己对提供的商品依法应当承担的保证责任的违法行为。

Comment on:Belong to an operator USES contract format terms to excuse himself to provide goods shall bear the liability in accordance with the guarantee of the illegal behavior.