Refund for a service after paying (no refund policy)

busyonlineshopper

I wonder if someone is able to help me.  I booked a 'make up masterclass' at 4pm yesterday, over the phone, with SPACE NK, for this Saturday afternoon.  I paid £45, and was not told there is no cancellation policy etc.  (I stupidly didn't ask, but presumed).

 I realised a couple of hours later that I can't get there, so I tried to call.  They had closed at 5.30pm.

I called when they opened this morning to request a refund and cancellation and was told they don't offer refunds.

I called their customer service number online, but this is just mainly for online orders although the lady offered to call the branch, and called me back and said they don't do refunds on these services.

I said that I think I am entitled to a cooling off period, or my consumer rights protect me but she apologised and said they don't do refunds.

I don't want to make a huge fuss because if they won't cancel it, I'll change my other plans and attend.  However, had they told me there is no cancellation policy, I probably would have said I would check my plans and get back.

I understand places need to protect themselves from short cancellations, but surely trying to cancel within a few hours of booking is acceptable?

Any advice please?  Thank you.

the_lunatic_is_in_my_head

I assume this is some kind of consumer service OP rather than teaching or such so you can do make up professionally?

If so I wonder if the limit relating to leisure activities on a certain date would apply meaning no right to cancel.

They should have told you of this along with a lot of other information and without it you aren’t bound by the contract (I don’t know what that means in the “real world”).

The problem with a sum of £45 it’s not necessarily feasible to recover other than sending a letter before action as a bluff and as it’s on a possible technicality it might not go far sadly. 

busyonlineshopper

Thank you for your reply - they offer two different services - one is a class, where I would have to do half the make up myself, and the other is where they do the full make up (both are 1 to 1).  I think that means it counts as a service.  

Exactly, it is tricky, and may. not go far and then I have to show up, and risk being treated badly/receiving a bad service....

jon81uk

The makeovers are listed at the bottom of this page Space Live | Beauty Streaming Masterclass | Space NK
and state "Cancellation Policy: Booking fee in non refundable and non transferable."

They do state "A booking fee of £45 is redeemable against <brand> purchases made on the day."

As you would normally be able to use the fee to redeem against products, you could ask if they would let you collect a product on another day as a good will gesture?

busyonlineshopper

Thanks for your reply.  I saw that online this morning, but I had made my enquiry by phone and they didn't make me aware.  I think that also, they did tell me that this isn't redeemable against a purchase, because it is them doing my make up, rather than a masterclass where they teach me what to do... I might call and ask if I could just use it against products anyway... thank you.

I'm genuinely surprised that they didn't have to make me aware over the phone that there is no cancellation policy.

sheramber

Could the  booking be moved to another date?

busyonlineshopper

Yes, I can move it to another date.  I'm just upset that I wasn't told there is no cancellation policy, and when I tried to cancel within 2 hours of booking it, I couldn't.

Jonboy_1984

jon81uk said:

The makeovers are listed at the bottom of this page Space Live | Beauty Streaming Masterclass | Space NK
and state "Cancellation Policy: Booking fee in non refundable and non transferable."

They do state "A booking fee of £45 is redeemable against <brand> purchases made on the day."

As you would normally be able to use the fee to redeem against products, you could ask if they would let you collect a product on another day as a good will gesture?

https://www.citizensadvice.org.uk/consumer/changed-your-mind/cancelling-a-service-youve-arranged/#:~:text=Check for the cooling-off,a seller must give you. 

To me this would come under the catering or leisure activities for specific dates that you do not get a cooling off period for.


Cynically I suspect they are using the fee to guarantee attendance, and hoping each delegate will spend way over the £45 at the end and you have little hope of a collection another day....