The terms and conditions are
1. Valid for six month,
2. Must be able to produce voucher as proof of purchase.
3. Vouchers are non refundable.
4. we are not liable if vouchers are lost, destroyed and used by another person.
This voucher was purchased September 2013 and expired March 2014.
Contact from client was two weeks prior to date expiring but at this time she told us the voucher had been destroyed and she could not locate it or give us the number.
She then contacted us some two months later with voucher numbers which we traced them but the vouchers were out of date.
at no point did I promise a refund I requested the voucher number to see if I could trace.
The spa closed in January 2014 and we took the decision to refund all valid in date vouchers. Our accountant has insisted we follow rules reference refunds as these are not normally offered for vouchers, however as we were no longer open for business we could not perform the treatments so felt this was fair and reasonable. However, I understand voucher may carry a nil value.
In September 2013 when the purchase was made we had no way of predicting seeing the circumstances that led to the spa closure.
Had the client furnished proof of purchase, i.e. number and voucher in February at the time of her original enquiry, before expiry date was complete I would have been able tot make the refund. The second approach two months later meant the voucher was no longer valid so i assumed there is no liability on my part.
If I do not adopt this approach i.e. validity and proof or purchase, I could be liable for on going refunds and out of date vouchers from years ago.
Is there anything else you need to know?
The company Serenity Rose Limited is still trading but the spa is closed. We had two different streams of work will this matter? The other stream of work is consultancy.
Note - I know we always informed people verbally about vouchers and expiry dates as this went into our system.
This lady had use of the voucher from September until March.She and made no attempt to call us until two weeks prior to expiry. What I can't understand is how she was aware of expiry date if she did not have voucher which she claims she lost or it was damaged.
The Spa closed in January so I think she may have heard this news and then she thought about the voucher she had been given. She contacted me via a website link in February. I left an email link on the website open so people with vouchers could contact me. Had she had been able to provide proof of purchase in February I could have refunded at that time. However, my accountant has insisted we follow out Terms and Conditions regarding refunds and when she did give me details to track the voucher unfortunately it was no longer valid.
I am not wanting to go to court and hope sense prevails. In her email to me she is very vicious making claims I took money in September knowing we were going to close, this is not true. I could not have foreseen the circumstances that led to this closure and having invested many thousands of pounds am very aggrieved by the situation.