Brighton Zip Wire

juleshoodlord

I recently paid for 4 tickets for the Brighton Zip Wire ride; subsequently this was cancelled due to bad weather. They will not refund my tickets because they have a no refund policy. They will allow me to rebook at another time. Unfortunately we were 4 friends from different parts of the country so we are not likely to be in Brighton together for the next 12 months.

Is this legal?

Jules

[Deleted User]

Yes, depending on the terms on the booking.

ThumbRemote

Presumably they cancelled the booking, not you.

Their terms specifically state "Tickets are valid for the date and time selected and must be redeemed at this time." If you booked a specific timeslot which they have not been able to fulfill, I'd expect you to get a full refund.

If they still refuse, is there a way to contact them publicly via social media - they may act to limit the bad press. Alternatively if you paid by card your card issuer may be able to obtain a refund.

daveyjp

That website and T&Cs make it look like a complete cowboy operation.

There are T&Cs in the "book tickets" area. This is where you should find all the relevant terms and conditions for the booking:

"Cancellations

All tickets and bookings are non-refundable. Any customer that wishes to change the date of a booking must contact the Brighton Zip who shall attempt to accommodate the alternative date."

So none refundable, but re-bookable

Then there are FAQs within the T&Cs:

"Do you issue refunds? No we regret we are able to issue refunds online."

Implying they will issue refunds, just not online.

Then it states:

"If you are looking for FAQ's please see our main website from the link below"

From that link:

"What happens in bad weather?

If for any reason you cannot make your pre-booked session or if the Zip is closed due to adverse weather conditions, your ticket is valid for one year and there is no need to rebook"

It certainly looks like something to avoid, unless you live close by. Even then are they competent to operate a zip line?