Cooking class canceled by merchant who won't refund vouchers

_Melissa_

Hello,

Having a conference in London, I booked an extra hotel night and bought a voucher for a local cooking class for the 23rd of January (directly on the Ann's Smart School of Cookery website).  On Friday 19th at 3pm, management cancelled our class for the following reason " due to low numbers, we need to postpone this event. Please choose a new date from our website timetable and kindly advise by email with your 5 digit booking ref ID so we can transfer your booking internally". The issue is that we are not local to London and I have no idea when or even if, we will be back in London. The voucher might be expired by then or there might not be any class of interest to us. I have asked for a refund instead but the merchant is adamant that promotional vouchers are non-refundable as in their terms and conditions. I explained that we are not local but the company won't hear anything. Is there anything I can do as I feel it unfair that our plans were ruined due to the company cancelling and that we won't get our 2 vouchers reimbursed? I have now seen reviews of people having faced the exact same situation with this company.

Any advice would be greatly appreciated,
Many thanks,

Olinda99

how did you pay for the voucher

Aylesbury_Duck

_Melissa_ said:

Hello,

Having a conference in London, I booked an extra hotel night and bought a voucher for a local cooking class for the 23rd of January (directly on the Ann's Smart School of Cookery website).  On Friday 19th at 3pm, management cancelled our class for the following reason " due to low numbers, we need to postpone this event. Please choose a new date from our website timetable and kindly advise by email with your 5 digit booking ref ID so we can transfer your booking internally". The issue is that we are not local to London and I have no idea when or even if, we will be back in London. The voucher might be expired by then or there might not be any class of interest to us. I have asked for a refund instead but the merchant is adamant that promotional vouchers are non-refundable as in their terms and conditions. I explained that we are not local but the company won't hear anything. Is there anything I can do as I feel it unfair that our plans were ruined due to the company cancelling and that we won't get our 2 vouchers reimbursed? I have now seen reviews of people having faced the exact same situation with this company.

Any advice would be greatly appreciated,
Many thanks,

You mention "promotional vouchers".  Is it possible to book onto the class, paying by card?  If so, what's the price for that compared to the voucher price?

What do the terms of the voucher say?  Were you able to view them online before purchase?

pdel61

I assume these are the T&Cs mentioned:

• Vouchers are valid for 12 months.
• Vouchers are emailed.
• Valid at our London, Essex & Beaconsfield schools.
• *Excludes Chef Skills Courses, Alcohol Tastings, Steak Classes, Diet Courses, Private Events and Corporate Events.
• Over 18's only.
• Promotional vouchers are non-refundable
• Strict 14-day cancellation policy applies on booking

I can't see anything relating to what happens if they cancel, so I see no reason you shouldn't be entitled to your money back. If you paid by CC you could always contact them.

_Melissa_

Olinda99 said:

how did you pay for the voucher

Normal debit card, not with a credit card, unfortunately.

McKneff

You can claim back on a debit card. It is called a charge back, just contact your bank

_Melissa_

pdel61 said:

I assume these are the T&Cs mentioned:

• Vouchers are valid for 12 months.
• Vouchers are emailed.
• Valid at our London, Essex & Beaconsfield schools.
• *Excludes Chef Skills Courses, Alcohol Tastings, Steak Classes, Diet Courses, Private Events and Corporate Events.
• Over 18's only.
• Promotional vouchers are non-refundable
• Strict 14-day cancellation policy applies on booking

I can't see anything relating to what happens if they cancel, so I see no reason you shouldn't be entitled to your money back. If you paid by CC you could always contact them.

That is a good point inded: I realised that they have only sent me a screenshot of those terms and conditions (same as your message), not the full document; so I do not know what are the Ts & Cs for their own cancellation. I have noticed that other cooking schools do offer refund if they are the one cancelling hence why I am surprise this company won't even do it as a gesture of goodwill in our case.

ThumbRemote

I would echo the above comment about seeking a chargeback from your debit card. 

Their terms and conditions are appalling. They seem to think that they can take your money, fail to provide the service, then retain your money. They'll no doubt hide behind the "all courses are non-refundable" clause, but there's no way that would stand up in court. Section 12 of the T&Cs state "Nothing in these terms and conditions affects or limits your statutory rights."

You formed a contract for a specific course to be carried out at a specific location at a specific date and time. They breached that contract. Your statutory rights are as per the Consumer Rights Act section 54 subsection 7, the right "to recover money paid where the consideration for payment of the money has failed."

Olinda99

agree with above - they did not supply course so ask your bank for a chsrgeback on this basis

Alderbank

I agree their T&Cs are dire.

You should draw their attention to their term 8. OUR LIABILITY.

This includes

8.2 ...If for any reason a change in location means that you are unable to attend the course in question, we

will use reasonable endeavours to accommodate you on an alternative date, or we will refund the fees paid. 

Tell them that since they have changed the location from London to nowhere and no alternative date would accommodate you, you look forward to a prompt refund of the fees paid.

https://static1.squarespace.com/static/643d750fda3fbb20cc76f4c5/t/65c61e63d1487105e076f526/1707482723946/Terms+and+Conditions+ASSOC.pdf

ThumbRemote

Alderbank said:

8.2 ...If for any reason a change in location means that you are unable to attend the course in question, we

will use reasonable endeavours to accommodate you on an alternative date, or we will refund the fees paid. 

I hadn't seen this term; I'd only spotted section 6 which makes no mention of a refund. This term gives even more justification for getting a refund.