Refused Refund

Krystaledmonds

Hi everyone! i am looking for some advice on a company refusing me a refund. Myself and my collegue booked to do a diving course we booked back in march for June and paid in full, last week we asked what time we needed to be there on the day in june and the owner has replied to say that she needed to change the date as she has a dive exam booked on this day could we change to another day? my colleague replied to say 'yeah course ill ask my colleague tomorrow' we have no other dates that we can attend the dive so we requested a refund as the company can no longer do the date that is booked. The company is saying that because when messaged we said 'yeah course ill ask my collegue tomorrow' we have agreed to change the date. Does the company have any grounds to stand on saying that we are not entitled to a refund?

mattyprice4004

You did accept the change of date I'd say - it seems rather unfair they're pinning you to this, but ultimately it does seem the change was accepted. 

Nick212010

That’s very ambiguous as the rearranged date wasn’t confirmed. I’d also argue that “I’ll ask my colleague tomorrow” isn’t a confirmation the company should be accepting as it offers doubt.

 Who paid for this? You mention a “colleague” so is this a work related venture paid for by your employer? If so I’d direct the issue to a line manager/procurement manager or another appropriate member of staff at your workplace.

epm-84

I think the information given is too vague.

Did the instructor owner mention any alternative dates in the original email or where the available dates listed on their website?

Replying saying "Yeah course" if no alternative dates had been given would be a strange response.  If they gave a list of dates and she said  "Yeah course I'll ask my colleague tomorrow" then it does sound a bit like she accepted a change and was going to ask her colleague which date would work best.  Although, it's still poor customer service for them to say she accepted a change and you can't get a refund now.

If you paid by card and they refuse to refund you then you could try asking the bank for a chargeback.

Krystaledmonds

mattyprice4004 said:

You did accept the change of date I'd say - it seems rather unfair they're pinning you to this, but ultimately it does seem the change was accepted. 

So it was myself and my colleague who booked and the owner actually only spoke to my colleague who said that she would ask me, would you say that would still class as an acceptance of date change? 

Krystaledmonds

Nick212010 said:

That’s very ambiguous as the rearranged date wasn’t confirmed. I’d also argue that “I’ll ask my colleague tomorrow” isn’t a confirmation the company should be accepting as it offers doubt.

 Who paid for this? You mention a “colleague” so is this a work related venture paid for by your employer? If so I’d direct the issue to a line manager/procurement manager or another appropriate member of staff at your workplace.

I paid for myself and my colleague paid for themselves and it wasn't through work the message we received to cancel said that she had double booked and could we do any other weekend and as we both work together we had managed to get cover for the weekend sp we could do the dive and now we can't get cover for another weekend which is why we didn't accept the date change or voucher my colleague replied saying yeah course I'll ask my colleague tomorrow, am I stuck not getting a refund do you think? The bank have said I can't do a charge back as it was a bank transfer because her pay pal wasn't working (which is stupid of me I know) 

macman

If you or your colleague had used Paypal then it probably wouldn't have qualified for a chargeback either, as you paid through a third party. Always pay direct using preferably a credit card (for S75 protection) or, if not possible, on a debit card (for a chargeback).

lisyloo

Can you just not move it into the future e.g. next year if necessary.
not ideal but at least no one loses out that way,
and book in your leave at work way in advance.

7Phil

I would not be happy if I was given that response from the owner, especially as the colleague initially did try to consider alternative dates.
The company is clearly cancelling the original arrangement from their side and you are right to insist on a refund for failing to deliver on that agreement. The use of language like "yeah sure, I'll just..." doesn't sound to me like an acceptance of shifting to a new date, but rather friendly uncommitted language agreeing to explore options.
As alternative dates are not suitable to you then you are right to insist on a refund, or that the original booking is honoured.

Obviously it might be a little hard to force them to return the money.
If it were me I would set out in writing (email) a very direct, courteous, request to refund your money in full. Outline the facts of your situation and give them a deadline to return it to your bank account. 14 days is fair. Make it clear that the original agreement was cancelled on their side and new alternatives are not suitable for you.
If you then still want to take it further, then you have documented evidence of trying to resolve the issue directly with them.