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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Was I wrong for wanting a refund?

51 replies

Badluckstreak · 05/04/2025 15:12

I am employed as a carer and I tried to support someone to an owl centre, as they love owls, have pictures of owls on their wall, etc. We paid, she went through the doors and had an anxiety attack then she came straight back out. The person has profound learning disabilities and this is clearly visible. I tried to get a refund for her, and told no as we had technically ‘entered’. So ended up paying to stand by the doors for two minutes .

OP posts:

Nuttygarlic · 05/04/2025 15:14

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Hadalifeonce · 05/04/2025 15:14

I do sympathise, but they were offering you what you paid for, it wasn't their fault your charge could not go through with the visit.

malmi · 05/04/2025 15:16

I would have tried to negotiate to return another day, that would be easier to accept for a business rather than refunding

StSwithinsDay · 05/04/2025 15:16

It's not the owl centre's fault that your client couldn't go in. They offered what you had paid for and you turned up.

Nuttygarlic · 05/04/2025 15:17

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BakelikeBertha · 05/04/2025 15:21

I would find the email of the person in charge of this establishment, and write and explain what happened, tell them that you feel under the circumstances you should have been given a refund, as it was clear that the person you were with has severe learning disabilities. Give them the time of your entry, and if you got it, the name of the person you dealt with. In all honesty I'm surprised you didn't make a fuss at the time, although you may have been more concerned about dealing with the person you were caring for, than arguing to get your money back, but there's certainly nothing wrong in writing to request a refund now.

Good luck!

Nuttygarlic · 05/04/2025 15:23

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Annascaul · 05/04/2025 15:25

It does seem a bit stingy not to refund someone who literally didn't go in, but they're not obliged to refund.
Did you actually ask, though?

Edit: Sorry, you did ask.

Isobel201 · 05/04/2025 15:28

Wouldn't it had been best to have a break in the car, let the anxiety attack pass, and then try again the same day? I've had them before, but have managed to carry on.
Sorry I don't expect the owl sanctuary to refund in this case, they did nothing to prevent you entering.

BeaAndBen · 05/04/2025 15:28

I understand your frustration, but it’s not the owl centre’s fault your client was unable to carry on. They did their bit.

Those places are usually run with wafer-thin margins as exotic animals are extremely expensive to look after.

A blanket No Refunds policy is probably necessary - my niece went to one with her mum and had to come straight out as Sis-in-law was completely freaked out. She is afraid of birds; for her daughter’s sake she thought she could cope, but she couldn’t.

sweeneytoddsrazor · 05/04/2025 15:29

Whilst I understand that your client has learning difficulties most of these small centres have a limit on the amount of customers they can have on site at any one time. Is it booking visitors only or can you just walk in? If it is booking only then definitely shouldn't be trying for a refund as they wouldn't be able to let anyone else in.
If walk in then maybe a bit of discretion could be used, although technically you have entered and it isn't their fault you couldn't stay.

HenDoNot · 05/04/2025 15:31

If this person you’re a carer for loves owls so much, she should think of her entrance fee as a charity donation, and let it go.

Sirzy · 05/04/2025 15:31

We have had to leave many places quickly or not even made it due to ds needs. I wouldn’t dream of expecting a refund, especially not from somewhere that is most likely a small charity.

Judgejudysno1fan · 05/04/2025 15:32

For those asking it's 1000 pounds a ticket, and 6p goes to the owls.

TartanMammy · 05/04/2025 15:32

It's not the owl place's fault she decided to leave. If you paid to get into a theme park or cinema but had to leave early you wouldn't expect a refund would you.
It sounded like a difficult day for the person you're supporting. Maybe they could have given a voucher to come back another day but they are under no obligation to do so. The cashier probably didn't have the authority to issue refunds.

faerietales · 05/04/2025 15:38

I can't imagine asking for a refund in this situation.

Personally, I would have asked if we could transfer the tickets to another day, or maybe asked if we could wait outside for a while and try again.

DancefloorAcrobatics · 05/04/2025 15:38

I get it, you tried to do a nice thing and it didn't work out.
But I have to agree, the most you could have negotiated is a return at a different time.

Shamwish · 05/04/2025 15:45

I don't think they're obliged to give anything back just because you didn't make use of it.

I also don't understand what visible learning disabilities automatically has to do with an anxiety attack. A person could have either or both, but it's not a given that 'looking' disabled means you can't enter an owl sanctuary comfortably, or looking typical means you can cope mentally at all, or with a particular environment.

I think in all likelihood it was a leap from her liking owls to wanting the outing.

LumpyandBumps · 05/04/2025 17:12

I sympathise, and think it would have been a nice gesture to offer free entry on another day ( assuming that you feel it appropriate to try again).
Whilst I can see your point of view as you were only inside for 2 minutes, if they agree to give refunds under these circumstances what would be a reasonable cut off time? 5 minutes? 10? or at the discretion of someone working for minimum wage, or even as a volunteer?
I can understand the reason for their blanket policy.

DenholmElliot11 · 05/04/2025 17:19

No I don’t think that should be refunded under the circumstances.

how much was it?

Moonnstars · 05/04/2025 17:26

Yes I do think they could have done better. This isn't just someone changing their mind or having a quick look and then leaving. If she literally walked in and then out again I would expect staff to have more empathy and if not a refund, offer a free return ticket to try again another day or perhaps have someone talk to her to try and reassure her/show her an owl as an alternative (if available like some places do)

HTH1 · 05/04/2025 17:36

Unreasonable, you took the spot so they couldn’t offer it to anyone else especially with no notice.

Baconmaple · 05/04/2025 17:50

I think they should gave refunded you.
A little kindness goes a long way.

SlicedSausage · 05/04/2025 17:58

YANBU! I can't believe the amount of people who think you are.

SleeplessInWherever · 05/04/2025 17:59

I wouldn’t ask for/expect a refund under those circumstances.

We’ve turned up at the zoo and not gone in, driven into car parks and then driven straight out again, stood at the doors of play centres we’ve paid for in advance.

I’ve never even considered we should get our money back for those things, we just look at it as an unfortunate experience and try again next time.

Sometimes it takes us 4 visits to the same place before we finally go in - but that’s not really the establishment we’re going to’s problem!

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