Long post ➡️ If any of you have dealt with this, please give me your opinion...or what you’d do in this case.
My bridal party and I booked a party bus for my bachelorette party in May. Initially I was set on it. I messaged the company a few days ago asking if we’d get a refund if we cancelled before then, as I’m not a big drinker. We wouldn’t get a refund so I told them I’d let them know what I’d like to do. I have a life and job outside of social media. They messaged me via Facebook earlier this week and I just now saw it. They stated that because I never messaged them back about what I’d like to do, they cancelled our bus and let someone else book.... We lost the deposit and bus without them even contacting me or my party ahead of time. I DID NOT state that I was “cancelling the bus for May.” I just told them I would let them know what I’d like to do. How would you go about this? With everything else going on, I’m not sure what to do 🥺
While I do agree that’s totally unprofessional and they should definitely refund your deposit, I totally can see this from their POV. They probably lost a ton of business in 2020 and when you messaged them saying you might cancel, you put them in a tough spot. What if you canceled too close to the date and they couldn’t replace the business? They found a sure thing in their mind and took it. It’s hard to blame them for that. Next time, don’t sign a contract or submit a deport unless you’re positive you want their services.
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I agree. I also understand the company's perspective, but I still think they absolutely should have double checked before just cancelling the contract. A simple message to say, "Hey, we have someone else interested in that date. You mentioned you might cancel. Have you made a decision? If you're still unsure, we will need to book the guaranteed business." And since the company is the one that cancelled, they should definitely refund the deposit.
Check your contract, stat, and keep those messages!
You forfeit the deposit if you cancel. You didn't cancel. "I'll let you know" without a follow-up isn't canceling. (Also, did they make any effort to call you by phone? Or only Facebook message?) Unless their contract says they reserve the right to cancel your booking and keep your deposit, they have no right to keep your money. When I was in the wedding business, if we - as the vendor - had to cancel for some reason, we refunded all money including "non-refundable" deposits. We only were entitled to the non-refundable deposit if the couple themselves canceled.
If their contract does say they are allowed to cancel your booking and keep your money, I'd take my happy butt to the Better Business Bureau immediately, because that is a shady business practice.
I agree with this. It should probably have been a couple of phone calls rather than the facebook message. If they had gotten confirmation that you wanted to cancel they wouldn't have to give your deposit back, but with them cancelling on you I think it's fair to expect your money back.
We had it written in our contract that anything within 60 days we were owed 50% of the total fee due, and within 30 we kept everything. We required full payment 90 days out so that we could make that call as needed.
OP, if you don't have a contract with this company for some reason you might be SOL without going to court, in which case you'll need all of your evidence. If you do have a contract, absolutely look for the cancellation clause.
Oh, no! I'm so sorry this happened! That was VERY unprofessional for them to do something like that. Have you read their reviews for anything similar to this happen to someone else? I would take a look at your contract and save those messages ASAP!
I have had this happen to me before on a non wedding related issue. I request my deposit back as they canceled on me without following up and when they refused I contacted my credit card company. The one card I had insured refunds if I could prove failure to provide services or item delivery. It wouldn't hurt to call the company you used to pay and ask. They could advice you better.
I just want to come back to see if you have a resolution, and to add to the "save those messages" train that FB allows people to remove messages, so if you haven't already, screenshot screenshot screenshot.