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Hello, I’m Ben, a UK lawyer and will be dealing with your case today. I may also need to ask some questions to determine the legal position.
Please upload a copy of their terms and conditions on here
When did you make the booking? and were you provided with a contract prior to receiving the revised terms you have pasted above?
Thank you. I will get back to you with my answer as soon as I can, which will be at some point today. The system will notify you when this happens. Please do not reply in the meantime as this may unnecessarily delay my response. Many thanks.
Many thanks for your patience. Whilst a refund should indeed be as close to the full amount as possible, it is sometimes possible to keep some nominal costs to cover the unrecoverable costs or expenses, usually administration ones, associated with the whole process to date. However, for that to happen, this must have been part of their booking terms and even though this is the case here, I note they were ‘updated terms’ so ensure you were issued with these before the cancellation and had accepted them.
If they refuse to refund you these fees, think whether it is worth taking it further because you will have to go to court and it may not be worth for £30, although it is there as an option if needed.
Does this answer your query?
All the best