Spa Seekers not wanting to issue a refund or even a voucher after cancellation

ToriIdakieva

Hi all,
The following happened to me last week and I have been trying to tackle the situation but at this point the customer service is not even answering my emails.
I had booked a spa day for my mum's birthday last Thursday. When booking it I made sure to add a cancellation cover just in case. And I am glad I did since in the beginning of last week we were pinged that we have been in contact with a covid case and had to self-isolate and/or take a pcr test. We did the test but were still waiting for results on Wednesday evening. Thus, I called the spa, I cancelled and they told me to contact Spa Seekers for a refund. At this point, I emailed Spa Seekers, explaining the situation that we wont be able to make it since we have been pinged and self-isolating. However, their answer was that I had not paid cancellation cover and unless I provide a positive pcr they wont be able to do anything. So I replied, asking them to double-check if i have cancellation cover, since I was certain I paid for it and that I cannot provide them with a positive pcr since I have just been in contact and I am not certain what my test would turn out to be. I did not get a reply. So today I decided to double-check my booking confirmation and there is a cancellation cover cost which I have paid and it was included in the booking. I emailed the person once again, sending the booking confirmation and mentioning that I do have cancellation cover and that I couldnt provide positive pcr results since they turnt out to be negative (thankfully). I also sent a fresh enquiry but still have not received an answer. I tried calling them a couple of times but their lines are always busy it seems. I don't mind if I will get a refund or vouchers or the appointment is simply rescheduled, but I am not sure how to achieve that since I can't even get in contact with them and they somewhat deceived me into thinking that I had made a mistake when booking and not paid the extra cover. 

Does anyone know what I can do in this situation? Or what my rights would be? The cancellation cover does say no refunds but they should give me a voucher based on what I read in their cancellation cover policy. 

Thank you in advance!

ssparks2003

You have emailed them today, I suggest giving it a few days and see what happens 

sheramber

https://www.spaseekers.com/terms-and-conditions

Item 8 

born_again

Did you not ask the spa it was booked with if you could rearrange, rather than cancel?