1 /5 Fanny M: Edit: NO answer to their email offer
I had a nail appointment with over a year ago and paid a deposit for a next appointment, which I did not book. I completely forgot about it and and no reminders were sent by the business. It also proves that they wanted to keep it.
When I contacted them today, I was told my deposit had "expired." At no point during the booking process—verbally, via email, or on their website—was this policy communicated to me.
I took screenshots of their website just now, so if they want to add any policy now, well it’s too late to prove your point but you
This is a clear failure of transparency and customer service. Under the Consumer Rights Act 2015, businesses must disclose their terms and conditions before accepting payments. A policy stating that deposits expire after a set time must be made explicitly clear at the time of booking. Since no such information was provided, withholding my deposit is unfair and unreasonable.
Moreover, the business made no effort to remind me of my appointment or communicate the risk of losing my deposit after a certain period. This lack of communication reflects poorly on their professionalism and customer care.
I demand a refund of my deposit, as it was retained under hidden terms that were neither communicated nor agreed upon. I also urge them to review their policies and adopt transparent practices to avoid taking advantage of customers in similar situation
