Alex Watts : Hello my name is ***** ***** I will help you with this.
Alex Watts : For now please let me know what country they are based in, is it UK or Tenerife?
We were called from a London telephone number which they give as their only contact details barring e-mail or form on their site: The reason the credit card was blocked was an anti-fraud measure stopping a payment to an overseas account. Their
email signature gives these contact details:
Tel : *********** /p>
but there is no physical address.
Alex Watts : Ok. What was this for?
Alex Watts : the holidays ?
Alex Watts : they can't do anything
Alex Watts : If it's a UK company you are entitled to 14 days cooling off period.
Alex Watts : If they are in Tenerife they can't do anything to you in the UK anyway
Alex Watts : so either way you don't need to worry
Alex Watts : They can't do anything.
Alex Watts : Can I clairfy anything for you about this today please?
Thank you - this sounds good. However, the person on the other end of the phone said that as the product was "dated" holidays - to be taken before November 2018 - there was an exception to the regulations. This seems to be confirmed by the Which? guide to distance selling.
Alex Watts : Yes but if it's a holiday or timeshare you still have a cooling off period.
Alex Watts : But as I have said, they are in Tenerife so nothing they can do.
Alex Watts : The contract is firmed when you pay. You have not paid so no contract
Thank you again. This was what I was trying to tell the person on the phone. Her response was that the product had been "delivered" and argued that the letter of confirmation I had received was (effectively) the product.
Alex Watts : No, just refuse. Do not be pushed into it
Alex Watts : Does that help?
It does indeed. Many thanks.
Alex Watts : can I clarify anything else for you?
Not at the moment - that's been very helpful. Should we just ignore and subsequent threatening letters from their "legal" department?
Alex Watts : Yes I would.
Alex Watts : If I could ask you to rate my answer before you go - the button should be at the bottom of the screen.
Super. Many thanks.
Alex Watts : If you need more help please click reply.