Deposit back?

by Montana 27th April 2015, 8:35 pm

Hi I had my consultation with THG a few on the ago but only booked with them last Tuesday. I heard some bad reviews on them and panicked so now I want to cancel but when I called to cancel they refused to give me back my deposit. I thought there was a 7 day cooling off period? She said that's from the consultation date and was confused why I would think it was from the date I booked and paid???
Anyone know what I can do? :(

by muddypaws 27th April 2015, 8:38 pm

Oh no... I'd have thought it would be from the date you paid too hun? Can you find it in their small print anywhere? xxx

by Montana 27th April 2015, 8:39 pm

It says from the consultation date :(

by mooomin 27th April 2015, 8:42 pm

Trading standards you can get your money back just keep pestering they can't hold deposits! I'm going with Nuffield would trust and of these other places all just money grabbing

by muddypaws 27th April 2015, 8:44 pm

Just had a look at their T&C's on the website, I can't see where it says that it's 7 days from the consultation date at all so I'm sure you can fight your corner on that one hun if you def want to cancel xxx

by sarahlou222 27th April 2015, 8:55 pm

I agree, Take it to trading standards. Its not as if they would have ordered the implants yet.
There are other post on here about getting money back with them too... It has taken people a while but they do get it back eventually!
Did you pay on credit card? xx

by anneritchley 27th April 2015, 9:01 pm

Ask for there complaints procedure and let them know you are not putting up with it. When you speak to them take down a name too. Just a bit of evidence .not good xxxx

by Montana 27th April 2015, 9:03 pm

No I couldn't find it so paid on my debit card. So stupid I'm really panicking now

"5.2.Cancellations of normal bookings – we recommend that you consider all aspects of your procedure for at least 7 days after your consultation with your surgeon. For up to 7 days following your pre- operative consultation, should you wish to cancel your procedure, the deposit and any monies paid are fully refundable,"

by Loubeeloujack 27th April 2015, 9:11 pm

Inboxed you about my experience with them please don't panic x

by Monday121 27th April 2015, 9:25 pm

Even if they have ordered implants they can send them back x

by going4it 27th April 2015, 9:50 pm

I would argue the wording on that Hun as would interpret that to mean your actual pre-op appointment when they test you for MRSA etc. It's like saying a shops refund policy starts the first time you go and look at a dress, not from the date you paid for it. They wouldn't have a leg to stand on with Trading Standards. Don't feel pressured to go with them because of it if you're not 100%, you may need a little fight but I'm sure you would get the money back. Give citizens advice a ring in the morning, they will point you in the right direction xx

by **mirren001** 27th April 2015, 10:34 pm

It's worded in the terms & conditions 7 days from consultation so you may have a fight on your hands to get your deposit back. Should be from booking date though because you could have a few consultations lined up maybe weeks apart at different clinics , hospitals etc ,decide to go with them some weeks later & that would mean as soon as you pay your deposit even if you changed your mind straight away or later that day you would loose your money!
Hope you get something sorted out and you aren't left out of pocket! Hug

XXX

by **Charlii** 28th April 2015, 12:59 pm

That's utter bull! What if you take more than 7days after your consultation to decide to put down a deposit and book a procedure, do you then have no claim? Keep pestering them, they have no right to that money.

by Emmapinder1983 28th April 2015, 1:04 pm

If I remember @lunapixie88 had the same problem, I think she got her money back. But took a lot of pestering x x

by Emmapinder1983 28th April 2015, 1:05 pm

[You must be registered and logged in to see this link.] I meant x

by Princess_x 28th April 2015, 1:25 pm

You won't get your money back, a friend of a friend had the same problem. I went with THG, haven't had any problems with them at all x

by Mammamia 28th April 2015, 1:45 pm

Bloody #*%$holes!! What's the point in having a cooling off period if it's not from the date of booking and taking a payment? Pester, pester, pester. I'm sure you can get it back. Soooo bloody unethical. Grrrrrrrr

by lunarpixie88 28th April 2015, 1:53 pm

Hi Disneybaby

I've gone exactly through the same problem. I've sent lot's of emails and was calling my patient care coordinator millions of times...got a lawyer to help me write a letter and after about 2-3 months I've did get the money back. If you fight for it you should get it back. I makes no sense that the cooling off period is from the consultation day and not paying (booking) day.
Good luck and don't give up!

by Montana 29th April 2015, 9:37 pm

Hi lunarpixie ok thank you. I'm scared of cancelling and not getting it back! Feels like I should just go with them after all I chose Mr Payne as my surgeon after seeing many but I've just got a bad vibe now.
I called Citizens Advice and they said they aren't obligated to give it back as because I physically went in to see the surgeon the 14 day cooling off period doesn't apply! It's just down to their own t & c's :(

by anneritchley 30th April 2015, 6:50 am

That's discusting xxx

by sarahlou222 30th April 2015, 11:34 am

I agree! Shocking! Can't believe you would have no chance of getting money back at all if you paid after 7 days of seeing surgeon! X

by anneritchley 30th April 2015, 1:12 pm

Remind me not to ever go there then!!! X

by Princess_x 30th April 2015, 1:39 pm

Are you going to just go with them or lose the money? x

by _wildflower_ 30th April 2015, 3:08 pm

going4it wrote:I would argue the wording on that Hun as would interpret that to mean your actual pre-op appointment when they test you for MRSA etc. It's like saying a shops refund policy starts the first time you go and look at a dress, not from the date you paid for it. They wouldn't have a leg to stand on with Trading Standards. Don't feel pressured to go with them because of it if you're not 100%, you may need a little fight but I'm sure you would get the money back. Give citizens advice a ring in the morning, they will point you in the right direction xx

I agree, the wording states 7 days following your pre-operative consultation, not your first consultation, you can quote clause 5.2 to them same as you did here.

Many places will be a pain to give you deposits back because they think they can get away with it however you shouldn't back down as they are in the wrong, not you!xo

by Montana 1st May 2015, 6:37 am

I don't know what I'm going to do tbh. I'm worried that if I cancel that even after a fight I won't get it back as Citizens Advice said they're not obliged to give it back.
My husbands thinks I'm just panicking as I went to see Mr Payne twice (once with my hubby) and liked him. But it's such a major operation and I feel scared about it now not excited. I feel like I just want to forget the whole thing :(

Thanks ladies so much. I agree the wording on that is suspect and it'd be a good angle to argue with [You must be registered and logged in to see this link.] & @wildflower

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