Is refund available?

[Natmiko]

A question.

I booked a place for my dog to stay and paid the invoice. No deposit. 10 days after, we were no longer go away so no kennel was necessary. Asked for the cost to be transferred to another booking I made for Xmas. Was told this was not possible so I had to cancel. So the booking was canceled 10 days after the booking. I'm told I can't get a refund but I thought the law says there is a cooling off period of 14 days. I'm not sure if I understand correctly.

Just to add- I was sent the invoice on the same day I received the terms of conditions of the kennel as they have put new policies in place ( that say that basically if they don't find a replacement for the dog, you'll never get anything back).
This is someone I had a long standing ' relationship ' with. They also forgot to inform customers that they put prices up by a substantial amount. I'm quite upset because of it as I was committed to drive my dog 60 miles one way for that place :(

Cooling off periods only apply to things you haven't seen in person - like on the internet, or if you go in to a shop and ask for something that they don't have in stock and need to order in.

They don't apply to things like kennel bookings, especially if it's somewhere you've used before.

I work in this industry and in this scenario, my terms would be that I keep 50% and the other half can either be refunded or put towards another booking, but that's made clear to everyone upfront when they book.

I can understand why they won't refund you - they've reserved a kennel for your dog and turned other customers away because of it.

Did you receive the T&C's before paying your invoice or after? If the latter, they could be on dodgy grounds.

Did the terms and conditions email come before or at the same time as the invoice, and was it available to read on the website before booking? I think you could only dispute if you didnt get the opportunity to read terms and conditions before paying.

I can see their point...they could have turned away customers to save your kennel.

You’re not entitled to a refund in this case. You may be entitled to a full or partial refund in some cases of goods and services, not in booking a dog kennels though and then changing your mind. Also it’s on you to ask for their current price list. If you did ask and they lied and told you their old price list, you should be refunded for the difference, though you’d have to be able to prove they lied. If you simply contacted them and booked a place without asking though, it’s not their fault you didn’t research their current prices. The 14 day cooling period is for things like ongoing contracts, not a one off service