Refund dispute - email terms & T&C’s differ

flowerqueen36

Looking for advice on a refund dispute with a clinic in England.

I paid £100 for a consultation, redeemable against treatment, originally for Botox. After the consultation I was told Botox wasn’t suitable and was instead recommended more expensive skincare packages.

To avoid losing the £100, I later booked a Lumecca course by email, paying £400 extra after using the consultation credit. A patch test was then booked for 17th April, with the first of 3 treatment sessions due on 1st May.

The next day I changed my mind and requested a refund of the £400. No patch test or treatment had taken place.

The clinic refused, saying courses are “non-refundable once booked” due to their time and effort. However, their website T&Cs state courses are only non-refundable once commenced. Their own emails also confirmed a patch test was required before treatment, so my view is that the course had not commenced under their own wording.

What also concerns me is that the “non-refundable once booked” wording was only mentioned after I requested the refund. I was never referred to any T&Cs or asked to agree to them before paying.

I have since cancelled the patch test in writing as well.

Does this sound like a strong argument that the course had not “commenced” under their own terms?

Alderbank

https://forums.moneysavingexpert.com/discussion/6663955/refund-dispute-email-terms-t-c-s-differ

Welcome to the forum.

"Does this sound like a strong argument that the course had not “commenced” under their own terms?"

No it doesn't because none of us know what their own terms say, or even if their own terms are legal and enforceable.

There are many providers of Lumecca therapy in England. If you tell us the company (this is fine as long as you stick to facts) and also specific dates when things happened (such as when you 'later' booked a course), we would be able to view their terms and give you useful advice.