Cancelled holiday and refund refused

unicorn8991

My parents booked a boating holiday on the Norfolk Broads but due to the coronavirus they felt they had no option but to cancel. At 70 and 75, they have taken the advice about isolation seriously. They contacted the provider who told them they needed to cancel at least 56 days prior to the holiday and in writing. They were not due to travel until June 11 so have put in the cancellation, knowing they would lose their deposit, however, they have now been told they probably won’t get a refund. The contacted Tesco Credit Card as this was how they paid and have also been told by them that due to the current situation they would be unlikely to get a refund. They are now in the position where they have lost £1500 pounds. Does anyone have any advice? Thanks.

Westin

I would look at and read the unnamed operators terms and conditions.  That should indicate what refund from the full balance would be due with a cancellation at -56 days.

unicorn8991

Thanks, already checked and they should be due a full refund minus their deposit but the provider seems to be saying that due to the circumstances it isn’t a normal cancellation and therefore they can’t get a refund.

TELLIT01

Potential Small Claims Court route?  If the T&C say full refund minus deposit I don't see why that should change.  They aren't asking for anything which wasn't part of the original contract.

Westin

unicorn8991 said:

Thanks, already checked and they should be due a full refund minus their deposit but the provider seems to be saying that due to the circumstances it isn’t a normal cancellation and therefore they can’t get a refund.

Is there a force majeure clause they are quoting?
Unless specifically covered in the terms and conditions they really can't change those terms or decide to apply new ones or a new interpretation to suit them.