Refund entitlement?

[James 33]

On Tuesday as a birthday treat for my Wife I booked a Segway tour at Leeds castle. I booked over the phone as I wanted to ask them some questions. My wife has mobility problems so wanted to see what they thought about her doing it and also explain that she might not be able to. They thought she would be ok so I booked it for Monday next week using my debit card.
I let it slip yesterday that I booked the tour and unfortunately she's saying there's no way she can stand on a Segway for an hour.
I phoned up the Segway company yesterday to cancel the tour for both of us and get a refund but they are saying there terms and conditions state no refunds. Now I booked over the phone so didn't see the Ts &Cs and also told them she might not be able to do it.
Am I in my rights to a refund on this? I have since emailed them as requested by the guy I spoke to but he said it probably won't do any good.

[NotBenny]

James 33 said:

On Tuesday as a birthday treat for my Wife I booked a Segway tour at Leeds castle. I booked over the phone as I wanted to ask them some questions. My wife has mobility problems so wanted to see what they thought about her doing it and also explain that she might not be able to. They thought she would be ok so I booked it for Monday next week using my debit card.
I let it slip yesterday that I booked the tour and unfortunately she's saying there's no way she can stand on a Segway for an hour.
I phoned up the Segway company yesterday to cancel the tour for both of us and get a refund but they are saying there terms and conditions state no refunds. Now I booked over the phone so didn't see the Ts &Cs and also told them she might not be able to do it.
Am I in my rights to a refund on this? I have since emailed them as requested by the guy I spoke to but he said it probably won't do any good.

you took the advice of somebody who has never met your wife or have any knowledge of her mobility problems who has a vested interested in selling to you?

[Tyre Smoke]

I gave up with "Segway" and "mobility problems "

Yes of course you are entitled to a refund.

Not.

OP, you made a decision. You made the wrong one. Accept the consequences of your actions. Why should Leeds Castle refund you, do you think?

[James 33]

Tyre Smoke said:

I gave up with "Segway" and "mobility problems "

Yes of course you are entitled to a refund.

Not.

OP, you made a decision. You made the wrong one. Accept the consequences of your actions. Why should Leeds Castle refund you, do you think?

I know I was a bit hasty in booking it but if I'm not going then why should they keep my money? They haven't actually had to do anything to earn it ye other than a brief phone call.

[Monkeylegend]

Not sure whether the Distance selling regs can help you but worth a read.

They do state that the customer is usually entitled to a refund if they change their minds within 14 days.

[Tyre Smoke]

James 33 said:

Tyre Smoke said:

I gave up with "Segway" and "mobility problems "

Yes of course you are entitled to a refund.

Not.

OP, you made a decision. You made the wrong one. Accept the consequences of your actions. Why should Leeds Castle refund you, do you think?

I know I was a bit hasty in booking it but if I'm not going then why should they keep my money? They haven't actually had to do anything to earn it ye other than a brief phone call.

Because, like people not turning up for booked tables at restaurants and taxis, they are probably unlikely to be able to resell the two places you booked.

Do you (for instance) go into McDonald's and order a Big Mac meal with no pickles, pay and then ask for a refund because you've decided you're not actually hungry?

The fee is non refundable because they are probably sick and tired of people doing what you have done. There is also a cost involved. They pay a fee on your card transaction, and a higher fee on the refund. Plus the time it takes and the hassle. It's not just a phone call.

[Matt-il77s]

Tyre Smoke said:

Because, like people not turning up for booked tables at restaurants and taxis, they are probably unlikely to be able to resell the two places you booked.

This, especially as Mondays are probably their least popular day and it's only two days away, they won't be able to resell the place

OP I had the same issue with a hotel I booked and couldn't get a refund, they said I could change the name and date and could resell the booking myself (which I did on Ebay) so try that.

[Nickyboy]

Why on earth would you book something where you have to be able to stand upright for an hour or so for someone with mobility problems? surely common sense would prevail

[vikingaero]

Segway Tours at Leeds Castle when they run well are great fun.

However as you have encountered their customer service isn't 100% and their terms are highly restrictive especially with bad weather.

Why not take someone else?

[PF62]

Strange that they were so eager to make a sale.

Imagine what could happen if the OP turned up with their wife, needing far more instruction than usual in using the Segway and having to stop frequently to their mobility issues, so utterly disrupting the tour for everyone else.

I would have expected them to have gone towards saying 'no' rather than 'yes'; but then the sales team is probably on commission and doesn't give a damn about the operational problems they might cause.

[Burwood]

Regardless of your opinions. The OP is entitled to a full refund. Call your bank.

[Graveworm]

Burwood said:

Regardless of your opinions. The OP is entitled to a full refund. Call your bank.

Why? Services arranged for a specific date are exempt from the right to cancel under CCR.

[Burwood]

Graveworm said:

Burwood said:

Regardless of your opinions. The OP is entitled to a full refund. Call your bank.

Why? Services arranged for a specific date are exempt from the right to cancel under CCR.

He was miss sold. I. Not talking about distance selling. The vendor is dealing with a vulnerable customer. Just making the point. I think the scenario is ridiculous on so many levels.

[OzzyR1]

James 33 said:

On Tuesday as a birthday treat for my Wife I booked a Segway tour at Leeds castle. I booked over the phone as I wanted to ask them some questions. My wife has mobility problems so wanted to see what they thought about her doing it and also explain that she might not be able to. They thought she would be ok so I booked it for Monday next week using my debit card.
I let it slip yesterday that I booked the tour and unfortunately she's saying there's no way she can stand on a Segway for an hour.
I phoned up the Segway company yesterday to cancel the tour for both of us and get a refund but they are saying there terms and conditions state no refunds. Now I booked over the phone so didn't see the Ts &Cs and also told them she might not be able to do it.
Am I in my rights to a refund on this? I have since emailed them as requested by the guy I spoke to but he said it probably won't do any good.

No idea about whether you can claim a refund or not, but can understand why your wife, with her mobility problems, might see the idea of standing on a Segway for an hour a bit daunting.

Could you and your wife maintain the booking, explain her issues when you get there and see if they can personalise a tour so its not too far to jump off or get back to base should she need it?

[SmoothCriminal]

Burwood said:

Graveworm said:

Burwood said:

Regardless of your opinions. The OP is entitled to a full refund. Call your bank.

Why? Services arranged for a specific date are exempt from the right to cancel under CCR.

He was miss sold. I. Not talking about distance selling. The vendor is dealing with a vulnerable customer. Just making the point. I think the scenario is ridiculous on so many levels.

How was he "miss sold"

They said she may be able to do it.

The op took it upon himself to book it without asking the affected person.

The op is not "vulnerable" hasty maybe.

[Tyre Smoke]

Miss sold! That's made my day. The person on the end of the phone has no knowledge of the person they are being asked about. The OP knows the condition of his wife's mobility problems. He is the one to make the decision, not the person selling a Segway tour.

For instance, booking a skydiving course for someone in a wheelchair, it's up to the person booking to take responsibility for their actions and consequences.

[Monkeylegend]

Tyre Smoke said:

Miss sold! That's made my day. The person on the end of the phone has no knowledge of the person they are being asked about. The OP knows the condition of his wife's mobility problems. He is the one to make the decision, not the person selling a Segway tour.

For instance, booking a skydiving course for someone in a wheelchair, it's up to the person booking to take responsibility for their actions and consequences.

Or letting a young girl in a wheelchair propel herself across a busy railway crossing, madness.

[mike74]

I'm another who also read 'Segway' and 'limited mobility' and immediately thought eh?

Remarkable that you don't appear to know your wife or her condition well enough that standing on a Segway for an hour is a complete non-starter

[Tyre Smoke]

It's okay, he's made it up to her by booking a hiking tour to Machu Picchu.

[recordman]

You didn't see the T&Cs when booking over the phone, so were you advised during the phone booking process that the reservations could not be cancelled once made? Also were you informed of all of the other terms and conditions that you weren't able to see, such as any health/age restrictions that apply?

If not, I would escalate the matter further with the supplier and if still unsuccessful I would request a charge back from the debit card provider.