Wowcher holiday company won't accept Voucher

tightauldgit

HillStreetBlues said:

tightauldgit said:

The vouchers seem to be a constant bone of contention. From memory:

1. I don't think you can pursue a credit card claim as Wowcher have fulfilled their contract by providing the voucher and there's no relationship between CC company and the holiday company. But certainly worth asking.

I think you could claim on a credit card. Wowcher needs to sell a valid voucher,

It reads to me that the OP bought a Plenty Holidays voucher from Wowcher
Plenty Holidays say that voucher is invalid as they don't accept them from Wowcher

So OP claim is with Wowcher and as they were the ones paid there is a direct link.

Devil is probably in the detail but I don't think Plenty are saying the voucher is invalid, they are saying they aren't prepared to accept it - which could be different. It's a minefield and I wouldn't touch vouchers for anything more than I was prepared to lose.

sheramber

You buy a voucher from Wowcher.

You redeem it by getting a code from Wocher to use against your intended purchase.

Until you do that you haven't redeemed the voucher and can apply for a refund/credit depending on the circumstances.
You give that code to the retailer to get credit for the voucher.

So, the OP has redeemed the voucher  by applying for the code.  

Unfortunately the retailer concerned is no longer participating in the offers.

This will not a situation that normal customer service will be able to deal with. They will only follow the t normal terms stated, which do not cover this situation.

It will need to be referred higher up the chain.

Who is at fault?
 Did Wowcher sell the voucher after being notified that Plenty were no longer participating or did Plenty not notify Wowcher they were no longer participating.

born_again

Holiday vouchers seem to be slightly different to the normal vouchers that we have seen in the past which are of a indervidual offer.

Just dropped on this.
https://www.wowcher.co.uk/deal/travel/27906793/harrogate-hotel-stay-breakfast-2

Under buy/give as gift on right.

No quibble 14 day refund guarantee on unredeemed Wowchers

Change your mind? You can redeem this towards any other deal on site

https://help.wowcher.co.uk/articles/faqs/travel/63c7e40ce221e76974afe899

Alderbank

It's not just holidays!

I've looked at some sample offers at random and I think that every single offer in every category includes those words:

No quibble 14 day refund guarantee on unredeemed Wowchers
Change your mind? You can redeem this towards any other deal on site

tightauldgit

But as Sheramber says it seems the OP has already redeemed the voucher (according to what Wowcher class as redeemed) 

Alderbank

I hope I don't come over as an apologist for Wowcher. I have never used them and I never will.
But in fairness their T&Cs say:

After you have redeemed your Voucher:

9.5 Subject to clause 9.9 below, where the Voucher Products are goods, you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products (unless you have ordered a bespoke product which has been custom made to their your requirements. Any bespoke products cannot be returned or refunded unless faulty). In this case, you will receive a full refund of the price paid for the Voucher Products including, subject to clause 9.6, any postage costs that you paid when placing your order. Any refund will be made within 14 days of receipt by us of the Voucher Products, or (if earlier) the day on which you supply evidence of having sent the Voucher Products back and by the same method originally used by you to pay for your Voucher Products unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

In summary:

• After you have redeemed your Voucher you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products.
• Any refund will be made within 14 days.
• In any event, you will not incur any fees as a result of the reimbursement.

https://www.wowcher.co.uk/page/e-commerceterms#contract

tightauldgit

Alderbank said:

I hope I don't come over as an apologist for Wowcher. I have never used them and I never will.
But in fairness their T&Cs say:

After you have redeemed your Voucher:

9.5 Subject to clause 9.9 below, where the Voucher Products are goods, you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products (unless you have ordered a bespoke product which has been custom made to their your requirements. Any bespoke products cannot be returned or refunded unless faulty). In this case, you will receive a full refund of the price paid for the Voucher Products including, subject to clause 9.6, any postage costs that you paid when placing your order. Any refund will be made within 14 days of receipt by us of the Voucher Products, or (if earlier) the day on which you supply evidence of having sent the Voucher Products back and by the same method originally used by you to pay for your Voucher Products unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

In summary:

• After you have redeemed your Voucher you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products.
• Any refund will be made within 14 days.
• In any event, you will not incur any fees as a result of the reimbursement.

https://www.wowcher.co.uk/page/e-commerceterms#contract

Now here's a question... is a holiday classed as goods? Never really considered it before.

the_lunatic_is_in_my_head

tightauldgit said:

Alderbank said:

I hope I don't come over as an apologist for Wowcher. I have never used them and I never will.
But in fairness their T&Cs say:

After you have redeemed your Voucher:

9.5 Subject to clause 9.9 below, where the Voucher Products are goods, you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products (unless you have ordered a bespoke product which has been custom made to their your requirements. Any bespoke products cannot be returned or refunded unless faulty). In this case, you will receive a full refund of the price paid for the Voucher Products including, subject to clause 9.6, any postage costs that you paid when placing your order. Any refund will be made within 14 days of receipt by us of the Voucher Products, or (if earlier) the day on which you supply evidence of having sent the Voucher Products back and by the same method originally used by you to pay for your Voucher Products unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

In summary:

• After you have redeemed your Voucher you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products.
• Any refund will be made within 14 days.
• In any event, you will not incur any fees as a result of the reimbursement.

https://www.wowcher.co.uk/page/e-commerceterms#contract

Now here's a question... is a holiday classed as goods? Never really considered it before.

It's would be service and is exempt from the right to cancel if the contract provides for a specific date or period of performance [Edit to add that that applies to the supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities, rather than all services and applies where the consumer has been supplied with the required information the Consumer Contracts (Information, Cancellation and Additional Charges) regs). 

But OP obviously hasn't booked a holiday by redeeming the voucher. 

tightauldgit

the_lunatic_is_in_my_head said:

tightauldgit said:

Alderbank said:

I hope I don't come over as an apologist for Wowcher. I have never used them and I never will.
But in fairness their T&Cs say:

After you have redeemed your Voucher:

9.5 Subject to clause 9.9 below, where the Voucher Products are goods, you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products (unless you have ordered a bespoke product which has been custom made to their your requirements. Any bespoke products cannot be returned or refunded unless faulty). In this case, you will receive a full refund of the price paid for the Voucher Products including, subject to clause 9.6, any postage costs that you paid when placing your order. Any refund will be made within 14 days of receipt by us of the Voucher Products, or (if earlier) the day on which you supply evidence of having sent the Voucher Products back and by the same method originally used by you to pay for your Voucher Products unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

In summary:

• After you have redeemed your Voucher you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products.
• Any refund will be made within 14 days.
• In any event, you will not incur any fees as a result of the reimbursement.

https://www.wowcher.co.uk/page/e-commerceterms#contract

Now here's a question... is a holiday classed as goods? Never really considered it before.

It's would be service and is exempt from the right to cancel if the contract provides for a specific date or period of performance [Edit to add that that applies to the supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities, rather than all services and applies where the consumer has been supplied with the required information the Consumer Contracts (Information, Cancellation and Additional Charges) regs). 

But OP obviously hasn't booked a holiday by redeeming the voucher. 

No, but if the voucher product isn't goods then 9.5 doesn't apply by my reading.

sheramber

14. Complaint Handling Policy

14.1 Once you have redeemed your voucher with a Merchant, as you will have a separate contract with the Merchant to supply the Voucher Products, if you need help with your order or have a complaint about the Voucher Products, in the first instance your complaint should be addressed to the Merchant directly who should be able to answer any concerns that you may have.

14.2 If you have a question about the Site, how we operate, a Voucher that you have not yet redeemed or, where you have redeemed your voucher and have failed to reach a satisfactory conclusion with the Merchant in accordance with clause 6.1, you can contact us as follows:

By email to cs@dealhelp.co.uk.

Via whatsapp https://api.whatsapp.com/send?phone=447917171746.

We aim to provide an initial response to all questions and complaints within 72 hours.

14.3 We aim to provide an initial response to all questions and complaints within 72 hours. Please note that as the Merchant has specialist knowledge of the Voucher Products, when you contact us we will email the Merchant on your behalf, copying you in, asking them to look into your concern and asking them to reply to you directly.