Cancellation Charge

crystalwaters

I recently signed up for a course of Laser treatment and paid upfront for the full course.

I decided to cancel and gave 24hrs notice. After several attempts to get in touch with the company I eventually got a refund but less a cancellation charge :mad:

I understand companies reasons for these charges but in this circumstance I was not advised of these charges at any time.

Surely if patients are not made aware of these terms they cannot impose them?

Any help where I stand with this would be appriciated. At the moment the company will not budge and refund me. Do I have any rights?

_Andy_

I'd imagine it was in their T&Cs that you agreed to, in which case I wouldn't think you'd have any recourse.

crystalwaters

Even if I didn't see any and have no copy of them?

MissEyre

Did you ask to see them at all, or for any information about cancellation and refund policies?

crystalwaters

No, I fully intended to go ahead with the treatment.

All I signed, as far as I'm aware, was my understanding of the forthcoming treatment such as do's and dont's. I did not see any small print, in fact the forms were read out to me.

MissEyre

Difficult to do anything other than just accept the cancellation charge, by the sound of things, and just be wary next time you sign up for anything similar. I know when I book salon treatments that there is a cancellation charge attached to most things like that, even if it just says something in tiny writing at the bottom of their leaflet. Sorry not to be more help-if you feel extremely strongly, then write them a letter saying you don't think the policy was explained clearly enough, but I think that they are within their rights.

magyar

crystalwaters wrote: »

Any help where I stand with this would be appriciated. At the moment the company will not budge and refund me. Do I have any rights?

I'm afraid it sounds like the company is completely in the right. By signing up for a course of treatment you made a verbal contract with them. Unless they made it quite clear to you that they have a particular cancellation policy, then even though you gave them notice, you are in breach of contract.

When you break a contract, the other party is allowed to claim reasonable compensation from you. To be honest, with 24 hours' notice you're lucky to get any money back at all.

However you COULD ask them if they managed to fill your appointment time, in which case you could argue they've not actually suffered any financial loss.

Personally I'd put this down to experience.

crystalwaters

MissEyre wrote: »

Difficult to do anything other than just accept the cancellation charge, by the sound of things, and just be wary next time you sign up for anything similar. I know when I book salon treatments that there is a cancellation charge attached to most things like that, even if it just says something in tiny writing at the bottom of their leaflet. Sorry not to be more help-if you feel extremely strongly, then write them a letter saying you don't think the policy was explained clearly enough, but I think that they are within their rights.

I have written to say that the policy was not explained at all. I have looked on their leaflet and website and there is nothing written there either.
I completley understand about cancellation charges but it is just that this case has been handled really unprofessionally by the company involved and I feel as though I have been ripped off.
Thanks for your comments though.

crystalwaters

magyar wrote: »

I'm afraid it sounds like the company is completely in the right. By signing up for a course of treatment you made a verbal contract with them. Unless they made it quite clear to you that they have a particular cancellation policy, then even though you gave them notice, you are in breach of contract.

When you break a contract, the other party is allowed to claim reasonable compensation from you. To be honest, with 24 hours' notice you're lucky to get any money back at all.

However you COULD ask them if they managed to fill your appointment time, in which case you could argue they've not actually suffered any financial loss.

Personally I'd put this down to experience.

They said that that they could not fill the appointment time but of course they would say that. My issue is just that the policy was never brought to my attention and I feel I shold have some legal rights there.
I've gained £400 worth of experience!

magyar

crystalwaters wrote: »

They said that that they could not fill the appointment time but of course they would say that. My issue is just that the policy was never brought to my attention and I feel I shold have some legal rights there.
I've gained £400 worth of experience!

The fact they have a cancellations policy is in your favour! Since they couldn't fill the appointment, they would have a legal right to claim nearly the full fee from you (and I presume they didn't) - and they wouldn't have needed to have shown you anything.

I agree, though - put this down to experience.