Credit card processing fee

Henbur

I booked a holiday for this Easter in September last year and paid a deposit, we paid the full balance for the holiday in Jan, because both transactions were through credit card (I don't like using debit cards over Internet transactions) I paid the processing fees on both transactions totalling c.£18.

A few days before our holiday they had to cancel on us because the bad weather had frozen pipes and conditions etc. we're unsuitable for our stay. They offered a refund or to rebook(stating that if we rebooked and it happened to be at a more expensive time they would not charge the extra as a goodwill for cancelling our original trip)

We really wanted to rebook but they were actually fully booked for any of the remaining school holiday dates this year (we cant go outside school hols). So we said we would have to rebook next year but we didn't want the full amount tied up for over a year so we would take the refund and then rebook paying the deposit now and balance a few months prior (as we had done this time)

They have come back saying that they will refund via cheque but it will not include the processing fees, which clearly we will be paying again now as well.

I know it's only £18 but it seems really tight from them as they are making c.£1000 per week or more for the entire season and they were supposedly offering goodwill to those wo rebooked at a more expensive time (or was this because they knew they were fully booked pretty much me wonders?!). Anyway i am confused ad when i have cancelled / reversed a transaction from eBay via PayPal I have not paid the fees as they obviously know that I have not made money.

Is it right they can charge me £18 of fees for a holiday that I did not get through no fault of my own?

Henbur

The tansaction went through sagepay which I believe may mean they pay either a reduced flat rate of a few pence per transaction c. 10p or a flat monthly fee of £25 and not a % per transaction.

Please can someone help!

Dr_Cuckoo3

complain directly to Sagepay
http://www.sagepay.com/terms_conditions

".12 If we receive any complaints from your Customers, we will direct the Customer to you. You are responsible for any complaints with your Customers and you will work in good faith to promptly resolve any such complaints. If a Customer continues to contact us regarding your service, we will make reasonable attempts to discuss this with you but we reserve the right to (i) suspend provision of all or part of the Services to you until such time as we reasonably consider that the complaint is being resolved; or (ii) terminate provision of all or part of the Services to you."

they seem quite reasonable judging by what they say on their website (athough I don't have direct experience)

Hominu

The charge will be 2.5%, or 3% if you are not enrolled in 3DS or VBV, payable to Sagepay. The pence per transaction you mention is only for debit cards.

If they refund via cheque, they will not be able to reclaim this. They must refund via the platform (and to your original card) to reclaim the fee. There might be a time limit on this.