JustPark - Not cancelling a fast refund request and no money refund given

Cyclonobby

Hello money saving team

I have an issue with JustPark justpark dot com another of these greedy online parking apps.

Prior to going on holiday to Cornwall I wanted to book a car park space in Polzeath as the flat I had booked had no dedicated parking space. I was looking at two car parks that were close together on the app's map. I wanted to book the 'Polzeath Beach Car Park' for a week and instead by mistake I booked the 'New Polzeath Car Park' instead (about 1/2 mile away from where I wanted to be) and paid in full, easily done on a small screen where the car parks seem close together.

I looked to cancel this almost immediately on the app but they have no way of cancelling on the app apart from submitting a cancel request in, which I did, 3 times in the end to make sure they did not miss it. They said in an automated response it could take up to 5 business days to get back to me.

So I then booked the 'Polzeath Beach Car Park' now paying double in all, hoping for a favourable response JustPark in the next few days as any normal business would understand and full or majority refund no questions asked.

So yesterday the reply came back: "the reply:

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Veronique (JustPark Support) 

Jun 16, 2024, 13:39 GMT+1 

Hi Nick,

 

Thanks for your message - I hope you're well.

 

I appreciate your reaching out, and I apologize sincerely for any inconvenience caused.

 

Upon further examination of the car park, I want to clarify that it operates on a drive-up basis. This means that you need to be physically present at the car park to make a booking.

 

Please note that all drive-up bookings are non-refundable. This policy is in place because bookings are intended to be made once you have successfully located an available space within the car park.

 

I understand that this may not align with your expectations, and for that, I am genuinely sorry. I regret any inconvenience this may have caused you.

 

If you have any further questions or concerns, please feel free to let me know. I am here to assist in any way I can.

Best Wishes,

Veronique

Customer Support 

JustPark

Visit our Help Centre:

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I was disgusted to say the least. I replied that this mistake could be made even if you were on site at the car park and I asked if this was even legal to keep my money after a prompt request for a refund. Surely if you ask for a refund request for a 7 day parking payment within 2hrs you should be able to get "the majority" of the money back.

There must be something I can do. I would love to get my money back and if not shut this company down on a matter of principle as I don't believe they are working to commercial/consumer law. I look forward to you enlightening me on this and passing on any advice.

Thank you

la531983

Do a chargeback, I had to do this with this rotten company back in August last year, 10 months on they havent questioned it.

Coupon-mad

Yes I've done card chargebacks before, on the basis no service was provided.

Because you completed this transaction remotely (not on site at all) the law entitles you to a 14 day refund.  Applies to all online transactions except where the service has been supplied within that time.

Cyclonobby

Thank you for your time and help, really useful 

saajan_12

Cyclonobby said:

.. 

Upon further examination of the car park, I want to clarify that it operates on a drive-up basis. This means that you need to be physically present at the car park to make a booking.

 

Please note that all drive-up bookings are non-refundable. This policy is in place because bookings are intended to be made once you have successfully located an available space within the car park.

 

.....

The law to quote is Distance Selling Regulations, which applies to any online transactions aside from specific exceptions eg travel, holidays, accommodation etc. Parking isn't in that list, and if you were able to book it away from the site then I don't think their intention of it being a 'drive up basis' changes that. Incidentally I'm not sure how they can allow longer term eg 7 day parking (assuming you can go in and out) on a drive up basis!

fisherjim

saajan_12 said:

Cyclonobby said:

.. 

Upon further examination of the car park, I want to clarify that it operates on a drive-up basis. This means that you need to be physically present at the car park to make a booking.

 

Please note that all drive-up bookings are non-refundable. This policy is in place because bookings are intended to be made once you have successfully located an available space within the car park.

 

.....

The law to quote is Distance Selling Regulations, which applies to any online transactions aside from specific exceptions eg travel, holidays, accommodation etc. Parking isn't in that list, and if you were able to book it away from the site then I don't think their intention of it being a 'drive up basis' changes that. Incidentally I'm not sure how they can allow longer term eg 7 day parking (assuming you can go in and out) on a drive up basis!

The Distance Selling Regulations have been superseded by the Consumer Contracts Regulations, be careful what you quote