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Covid related cancellations & postponed events, your rights

If an event is cancelled in this country then you should receive a full refund, whether you paid to participate or to watch. If events are cancelled your contract is with the company to which you paid the money. The organiser should issue you with a full refund. This should really be automatic but do give them a fair time to administer as they may not necessarily have the staff.

Should you not receive the refund within a couple of weeks contact the CEO (using https://ceoemail.com for the contact details) to escalate the matter and threaten taking them through the Small Claims Court. This should put you to the front of the queue!

You can also use Section 75 for claiming back on your credit card but you will need evidence from the organiser that they are refusing to refund you.

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If an event goes ahead but the accommodation at which you were going to stay has cancelled, the hotel will have to refund the event organiser will not have to do so. You can try and get a refund if there is nowhere else to stay but this will be at the discretion of the organiser.

You SHOULD get back booking fees. Some companies will say that it is under their terms and conditions that they only refund the face value of the ticket. However this could be considered an unfair contract term under the Consumer Rights Act 2015  or under the A Guide to The Consumer Protection from Unfair Trading Regulations 2008 and you should try and get it back using these.

If the event goes ahead but some of the show is missing because acts are ill, for example, you should prove that you have lost part of what you paid for and attempt to get a partial refund.

You can choose to take a new date but you do not have to do this. If you have taken one new date and it changes again you do not have to  take the next date offered.

If this still does not elicit a response see How to take a complaint further.

See Travel in the time of Coronavirus – Your rights explained for detailed advice about travel in these times.

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By Helen Dewdney, The Complaining Cow

Consultant | Author | Speaker | Blogger | Presenter | Journalist
Helping to make, prevent and deal with complaints

2 replies on “Covid related cancellations & postponed events, your rights”

We have managed to increase a cancelled wedding refund from nil to 75% but the venue are stating they can keep 25% for the following expenses.

Services rendered would consist of items such as the direct costs associated with helping each couple plan their day. This would include opening up the venue for visits, venue tours, meetings, quote preparation, brochures, email enquiries and phone calls. Indirect costs would include the upkeep of the venue, staff training, licenses, marketing and loss of profits.
For any wedding venue or professional, delivering services to the high standard expected by clients requires significant investment in the business and assets such as the venue, maintenance, equipment, technology, operating licenses, training and product development, etc. all of which are made over a substantial period of time. These costs are in addition to the substantial overheads, which are incurred by any business, and can far outweigh the advanced payments and deposits taken.

We will fight on…..

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