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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to expect a refund?

54 replies

wendall456 · 27/07/2023 18:54

I have signed my son up for a holiday camp next week. It was supposed to be at a school 10 minutes walk from my house and I booked and paid back in May. My confirmation email is a receipt for payment and it also has the school 10 mins away as the venue. However today I got the welcome/reminder stuff through and the venue name is different instead of it being 10 mins walk it is now at a school 50 mins walk away. I have no transport next week and because it was local this is why I signed him up. The terms and conditions state that no refunds are given in any circumstances and I have a feeling they are not going to refund me.

Any idea what my rights are and if AIBU expecting a refund??

OP posts:
Bodybop · 27/07/2023 18:55

Eh? How could they change the venue?

xyz111 · 27/07/2023 18:56

Have you asked them? Read your confirmation in full. As long as it doesn't say anything about changing venues etc, then they should give you the refund as they're not providing what you paid for

Sarah180818 · 27/07/2023 18:57

Could you get a bus? How old is he? Can you stick him in a push chair and do the 50 min walk? If you're going to have to pay for it might as well try and get him there?

parietal · 27/07/2023 19:00

Definitely demand a refund. They should be v apologetic on the change of venue and should be offering refunds

WhatInFreshHell · 27/07/2023 19:03

Sarah180818 · 27/07/2023 18:57

Could you get a bus? How old is he? Can you stick him in a push chair and do the 50 min walk? If you're going to have to pay for it might as well try and get him there?

Don't be ridiculous

Original poster
wendall456 · 27/07/2023 19:11

He is 8 so a pushchair wouldn't work!!!!! There is no direct bus. I have double checked my e mails in case I had an email about change of venue but I have definitely had nothing.

OP posts:
SootspriteSearcher · 27/07/2023 19:17

I would contact them and see what they say. It could be an error on the email.

But otherwise I would probably still walk them, we do 40 mins every day to school and back goes quite quickly once you get going! Scooting along or stopping for a snack and drink on a bench half way could make it easier too.

Grendalsmum · 27/07/2023 19:24

Ask them for a refund and if they say no, ask your bank about chargeback. It works for credit and debit cards, you just have to show you haven't got what you paid for and the provider has refused to refund your money - so keep all the emails.
It's wonderful! I got 300 quid back from Viagogo that l thought was gone for good - l don't know why it isn't more widely shouted about ...

GoodChat · 27/07/2023 19:26

Give them a call and say the information pack doesn't match the confirmation email. They've probably just sent the wrong information pack.

Original poster
wendall456 · 27/07/2023 19:27

From a selfish point of view it will literally be 4 hours of walking there and back every day next week for me as i will need to walk there and back twice a day so just doesn't seem worth it - the idea of having him in a holiday club was so I could a good 4 hours of work done from home each day but will spend most of the day walking there and back. Typically next week none of his friends are doing this club as they are all on holiday so don't have anyone who can take him for me.

He is doing a different club the last week of term at a different venue again but I have transport then so it isn't an issue.

OP posts:
AP5Diva · 27/07/2023 19:28

You are legally due a refund. They changed the venue on you.

YomAsalYomBasal · 27/07/2023 19:29

Well you could ask for a refund and see what they say.
Personally I'd walk together and then I'd work in a local cafe rather than go home in the middle.

Hannahsbananas · 27/07/2023 19:31

Jesus Christ, a pushchair!
I’d definitely argue the case that you only signed up because it was in a convenient location, op.
A policy of not giving refunds doesn’t hold up when they’ve changed the terms and conditions.

TropicalTrama · 27/07/2023 19:31

Is it definitely correct? I had similar with DS’s nursery summer school, booked at his nursery, then email reminder said it was at the sister nursery ages away but turns out that was sent in error to the wrong group. So fingers crossed for you! Otherwise I can’t see how they wouldn’t have to refund you. Chargeback if they are being difficult.

GoodChat · 27/07/2023 19:42

AP5Diva · 27/07/2023 19:28

You are legally due a refund. They changed the venue on you.

She hasn't even stated that she's spoken to them. It could easily be a clerical error.

You also haven't seen the terms and conditions she agreed to.

Original poster
wendall456 · 27/07/2023 19:47

I tried calling but the e mail came at 6pm so there was no answer when I tried about 615pm. I have looked on their website and it states next weeks club is at this venue 50 mins away and I have gone back in my emails and found an old e mail I got sent in May and this states next weeks particular club is at the school 10 mins away so somewhere between May and now the venue has changed but I was not informed. I literally only signed him up because it was so local. My worry is in the terms and conditions it says that refunds are not given under any circumstances. It wasn't cheap either!

OP posts:
Hummingbird89 · 27/07/2023 19:51

Wtf!yes definitely ask for a refund.

HateLongCovid · 27/07/2023 19:53

When it says refunds are not given in any circumstances, I imagine it means if there are reasons you change your mind like going on holiday instead. If you've got proof they said it would be in the venue 10 mins away and that's what you paid for, they haven't got a leg to stand on. You are definitely due a refund if they've changed the venue since you paid.

MotherEarthisaTerf · 27/07/2023 19:53

Id assume your welcome email was a mistake and that they also run a club from the other school.

Call tomorrow

andHelenknowsimmiserablenow · 27/07/2023 19:57

If you have the original email confirming holiday club venue is at the place 10 mins away then I am sure they will refund you. Also as PP said maybe it is an error on the other email or website. What a pain though, having to find a replacement at such short notice if they have changed it.

CherryMaDeara · 27/07/2023 19:57

wendall456 · 27/07/2023 19:47

I tried calling but the e mail came at 6pm so there was no answer when I tried about 615pm. I have looked on their website and it states next weeks club is at this venue 50 mins away and I have gone back in my emails and found an old e mail I got sent in May and this states next weeks particular club is at the school 10 mins away so somewhere between May and now the venue has changed but I was not informed. I literally only signed him up because it was so local. My worry is in the terms and conditions it says that refunds are not given under any circumstances. It wasn't cheap either!

If they’re not providing the service at the venue you signed for and haven’t informed you then it doesn’t matter what their t&cs say. Your statutory rights trump their t&cs.

jelly79 · 27/07/2023 20:10

Absolutely entitled to a refund

Gateappreciation · 27/07/2023 20:20

if they paid by debit card, you can claim it back via the bank. (Can’t remember it’s name ). You submit a claim, bank investigates and then you get a refund. You can say that you paid for a course at xyz venue, and it’s not being run.

Gateappreciation · 27/07/2023 20:22

But hopefully you should be able to get the refund upfront.