Covid refunds

JoshAW10

A company we had an experience booked through, ZipWorld based in Wales, are refusing to give us a refund after it was cancelled due to Covid lockdown rules. They are stating there is a clause in their terms and conditions that means they don’t have to if it is cancelled by something beyond their control. They are offering 50% refund and 50% on vouchers, which we don’t want. 

They also asked us to provide proof we are in financial hardship so they would consider a full refund. This seems wholly unreasonable and unfair to me. 

I’ve read the new government guidance re Covid frustrated contracts and it seems to me that it is expected a refund will be given. Is this correct and can anyone suggest anything else to do to get my money back?

Thanks a lot

pinkshoes

Well their own T&Cs state:

2. When might we have to postpone or amend your booking?

a. We are committed to ensuring your safety and complying with Health & Safety legislation. This means that there may be times where weather conditions mean some of our Adventures are not safe to take part in. If in our absolute discretion we decide to amend weight restrictions or delay Adventures at any time on the day of the Booking, we will post a notice on the Ride Status page of our Website. In addition, we may also communicate any delays or cancellations to you via e-mail or SMS using you’re your e-mail address and or mobile phone number provided during the booking process. If we do this, you can;

(i) ask for a refund (subject to Condition 2(b) below); or

(ii) you can re-schedule your Booking within 12 months of the date of the Adventure you originally booked; or

(iii) subject to availability (and in accordance with these Terms), change the Booking to another of our Adventures up to the same value of your original Booking.

b. If you would prefer a refund, you must claim it within 14 days of the date of the cancelled Adventure. To claim a refund, be sure to follow these steps (otherwise we won’t be able to give you the refund):

(i) send us an email to info@zipworld.co.uk;

(ii) the subject line of the email must be “Refund Request”;

(iii) include your full name and the Booking reference number; and

(iv) make sure you request it within 14 days of the date of the cancelled Adventure!

Are you asking for a refund within 14 days of the cancelled date?

JoshAW10

We did, but they are claiming clause 26 of their T&C’s means they don’t have to refund us

JoshAW10

That clause only relates to postponements due to weather as well

liggerz87

There's another post on here about these sorry im no help ye weather here is really rainy and windy lol