电子商务平台格式条款的效力规制研究——以在线旅游服务不可取消条款为样本

Research on the Efficacy Regulation of E-Commerce Platform Standard Terms—A Case Study of Non-Cancellation Clauses in Online Travel Services

摘要: 本文以在线旅游服务中“不可取消条款”为研究样本，探讨电子商务平台格式条款的效力规制问题，探讨其对消费者权益的影响。通过针对全国旅游服务投诉的数据分析展示了在线旅游服务中不可取消条款引发的消费者投诉现状，证实不可取消条款已成为消费者权益争议焦点。进一步结合法律体系不可取消条款属于平台利用优势地位拟定的格式条款，深入剖析其法律性质。不可取消条款可能因“不合理限制消费者主要权利”“加重消费者责任”违反《民法典》第497条，应当认定为无效。但《民法典》《电子商务法》对格式条款的提示义务和效力认定仅作出原则性规定，“合理提示方式”标准模糊、缺乏行业针对性条款，导致司法实践中同案不同判。最后在针对规制困境方面，文章提出一是强化监管，建立格式条款合理性审查机制；二是推动行业自律，制定《在线旅游平台格式条款行业公约》；三是统一司法裁判尺度，明确提示义务的技术标准。

Abstract: Based on the research sample of “non-refundable clauses” in online travel services, this paper explores the effectiveness regulation of form clauses on e-commerce platforms and their impact on consumer rights. Through data analysis of nationwide tourism service complaints, it demonstrates the current situation of consumer complaints caused by non-refundable clauses, proving that such clauses have become a focal point of consumer rights disputes. Further combining the legal system, non-refundable clauses belong to form clauses drafted by platforms leveraging their advantageous position, with in-depth analysis of their legal nature. Non-refundable clauses may violate Article 497 of the Civil Code by “unreasonably restricting consumers’ primary rights” or “increasing consumer responsibilities”, and should be invalidated. However, both the Civil Code and the E-Commerce Law provide only principled stipulations regarding the notification obligations and validity determination of form clauses. Ambiguous standards for “reasonable prompting methods” and the lack of industry-specific provisions result in differing judgments in similar cases in judicial practice. Finally, addressing regulatory challenges, the article proposes: first, strengthening supervision to establish a reasonableness review mechanism for form clauses; second, promoting industry self-discipline to formulate the “Industry Convention on Form Clauses for Online Travel Platforms”; third, unifying judicial adjudication standards to clarify technical requirements for notification obligations.