Bio Bio Expedition

We received your letter describing [redacted] 's complaintWe are not aware of the law [redacted] mentions, stating she had hours to cancel a contract in California, or whether or not this would apply to usOur Costs & Cancellations Policy, provided at the time of booking and are available on our website, state there is a non-refundable booking fee of $300/personOnce the trip is within months of departing (this trip departs 2/7/15), the entire deposit of $600/person is retained in the event of a cancellationThis is the point when [redacted] booked the tripWe were lenient and only retained a $100/person cancellation fee to cover administrative costs and trip deposits, taking into account that she cancelled only days after booking the tripShe did not specify a reason as to why she was canceling the trip when she contacted us by email; just that she wanted to cancel and have a refund of her depositAs a small business, we feel we are fair to have a costs and cancellations policy, and would assume clients understand why this must be adhered to and not casually commit to booking a trip with usOur trips are a big commitment of time and money, which require a great deal of work on both ends to make them successfulHowever, we have refunded the $retained, though this goes against our costs and cancellations policyUnfortunately, we will end up paying the hotel cancellation fees out of pocket in hopes this resolves the issue

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We received your letter describing [redacted]'s complaint. We are not aware of the law [redacted] mentions, stating she had 72 hours to cancel a contract in California, or whether or not this would apply to us. Our Costs...

& Cancellations Policy, provided at the time of booking and are available on our website, state there is a non-refundable booking fee of $300/person. Once the trip is within 4 months of departing (this trip departs 2/7/15), the entire deposit of $600/person is retained in the event of a cancellation. This is the point when [redacted] booked the trip. We were lenient and only retained a $100/person cancellation fee to cover administrative costs and trip deposits, taking into account that she cancelled only 2 days after booking the trip. She did not specify a reason as to why she was canceling the trip when she contacted us by email; just that she wanted to cancel and have a refund of her deposit. As a small business, we feel we are fair to have a costs and cancellations policy, and would assume clients understand why this must be adhered to and not casually commit to booking a trip with us. Our trips are a big commitment of time and money, which require a great deal of work on both ends to make them successful. However, we have refunded the $200.00 retained, though this goes against our costs and cancellations policy. Unfortunately, we will end up paying the hotel cancellation fees out of pocket in hopes this resolves the issue.

Review: We signed up for a trip to Costa Rica for Feb 2015 on Sunday night November 2. We heard that the volcano was becoming more active. We decide to cancel November 3, less than 36 hours later. We initially were charged a deposit of $1200. They refunded only $1000. I contacted the business and they said that there was nothing they could do as the money was already used to reserve slots in Costa Rica.I thought that under California Law, we have 72 hours to cancel any contact without cause and without penalty.Desired Settlement: I would like a full refund of my deposit.

Business

Response:

We received your letter describing [redacted]'s complaint. We are not aware of the law [redacted] mentions, stating she had 72 hours to cancel a contract in California, or whether or not this would apply to us. Our Costs & Cancellations Policy, provided at the time of booking and are available on our website, state there is a non-refundable booking fee of $300/person. Once the trip is within 4 months of departing (this trip departs 2/7/15), the entire deposit of $600/person is retained in the event of a cancellation. This is the point when [redacted] booked the trip. We were lenient and only retained a $100/person cancellation fee to cover administrative costs and trip deposits, taking into account that she cancelled only 2 days after booking the trip. She did not specify a reason as to why she was canceling the trip when she contacted us by email; just that she wanted to cancel and have a refund of her deposit. As a small business, we feel we are fair to have a costs and cancellations policy, and would assume clients understand why this must be adhered to and not casually commit to booking a trip with us. Our trips are a big commitment of time and money, which require a great deal of work on both ends to make them successful. However, we have refunded the $200.00 retained, though this goes against our costs and cancellations policy. Unfortunately, we will end up paying the hotel cancellation fees out of pocket in hopes this resolves the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.