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Rustic Mama Retreats

13532 County Rd 24, Warkworth, Ontario, Canada, K0K 3K0

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Last fall, I had paid for a retreat in full and needed to cancel due to a family event that was happening the same weekend. When I contacted them to cancel, they said that I was not able to get a refund (even though this was many weeks in advance). They said that my only option was to rebook for another date. Therefore, I registered for the May 2020 Spiritual Wellness Retreat. I am unable to attend this one as well and so I conatcted them last week to cancel and they said I am not able to do so. I looked at their cancellation policy online (which is very hard to find) and it states that if you are contacting them more than 45 days in advance (which I am), you can receive full refund minus the 100$ deposit. This cancellation policy was not mentionned to me last fall and now I am told by the owner that this is now not possible. The only reason I rebooked is becasue I thought it was my only option. Now I am being told that I need to sell my spot, but I dont know anyone who can attend. I also offered them to do a contest with my spot for half price and then I would only get half back and they did not accept that either. I am not sure what to do as I am now out 540$ and don't want to rebook as their customer service is terrible. I am happy with having half back...I just don't want to lose the entire 540$.

Rustic Mama Retreats Response • Mar 10, 2020

Thank you for submitting your complaint. We do hope to resolve this issue.

When you initially registered for your 2019 Retreat, you checked the box on the registration form that said you had read, understood and agreed to our cancellation policy, which is listed on every registration page of our website. Our policy states that when you register you understand that your deposit ($100) is completely non-refundable but if you must cancel within 45 days of the retreat it is transferable to another event within the next 2 years. Once full payment is due, 45 days before the event, no refunds or transfers in any part can be issued for any reason. This is because the money is forwarded to the venue to secure your spot and order supplies, food, etc. Full payment for the event you originally registered for was due by April 24th 2019. You did pay your entire balance by this date. Then in May 2019 you tried to cancel your reservation (well past the 45 day out mark). At that time, you were informed that refunds and transfers are unavailable. As a company, we do try to work with out guests and understand that things do arise. So we made an exception to our policy and did allowed you to move to the Spring 2020 event without any penalty or additional charges. We as a company were still charged in full amount by the venue for your spot as we were unable to fill it with another participant and therefore took a loss of $551 for that event on your behalf.We reserved your spot at the upcoming event as per your request our of the kindness of our hearts. This week you emailed stating that your anxiety will not allow you to attend. When we informed you that unfortunately we could not refund your money, as per our discussion last year. Again, as per our policy, you are more than welcome to gift the retreat to someone else, sell your spot to someone else, or attend the event as scheduled. We have already paid in full for you to attend the 2019 event as you cancelled with less than 45 days notice, and made the exception and allowed you to transfer for free to the 2020 event. We unfortunately cannot take another $551 loss due to a second cancellation.

Customer Response • Mar 11, 2020

Complaint: ***

I am rejecting this response because: Nowhere in the cancellation policy does it state that if the cost is transferred it can not be refunded. All the details mentionned in the response were not communicated to me during our emails. I am asking to cancel now and only asking for half back therefore it will not be a 551$ loss.

Sincerely

Rustic Mama Retreats Response • Mar 11, 2020

Good Afternoon,

Because your original cancellation was less than 45 days notice you had to pay for your spot at the original retreat as per our cancellation policy. No refunds or transfers were allowed. You paid for your spot in full regardless of whether you attended the event. Therefore, technically, the funds you paid for your original spot at the event were used towards that event. We graciously allowed you to move to another retreat at no cost. Therefore you were going to be attending the 2020 event entirely free. There are no funds to refund, as your ticket to the original event was processed and not refunded or transferred (you were transferred, your funds were not. They still had to pay the venue for your spot because there was not sufficient notice given). The 2020 event cost was paid by Rustic Mama Retreats as a gift to you.

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Address: 13532 County Rd 24, Warkworth, Ontario, Canada, K0K 3K0

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