Booking was cancelled without refunding payment, advice?

neenam

Hi, an Australian man I met abroad got in contact with me looking for advice.

He booked a campervan for the 5th-12th Sept with "Hire a Campervan Ltd." Through Booking.com

The problem is that the minimum age of a person is 25, so the company cancelled the booking without refunding the payment he made. He says the terms & conditions regarding minimum age wasn't available at the time of booking.

I referred him to Citizens Information, showed him the following links:
"Problems with a service"
https://www.citizensinformation.ie/en/consumer/buying-services/problem-with-a-service/

"Unfair sales practices"
https://www.citizensinformation.ie/en/consumer/advertising-and-promotions/unfair-sales-practices/

This section appears to be applicable to him -
"Leaving out information
A sales practice is misleading if the trader leaves out or hides important information that you need to make an informed buying decision."

He told me that there was no evidence of an minimum age requirement in the policies section at the time of the booking.

I also told him about CCPC, showing him this link: https://www.ccpc.ie/consumers/contracts-and-services/problems-with-services/

I advised him to email a complaint, citing Consumer Rights Act 2022 & using the details from Citizens Information & CCPC. I explained that they're obligated to refund him. Is there anything I left out or anything else he should do? I didn't mention raising the issue with customer service in booking.com, but I not sure if he'd get anywhere with them?

TIA

con747

https://www.boards.ie/discussion/2058363944/booking-was-cancelled-without-refunding-payment-advice

Can he get a charge back from his payment card?

Nigzcurran

https://www.boards.ie/discussion/2058363944/booking-was-cancelled-without-refunding-payment-advice

What did the company say when he contacted them?

L1011

If they're in Australia, enforcing Irish law is going to be complex.

I would imagine they have something similar to credit card chargebacks there, and should just do that. Service not provided is a core element of chargeback laws everywhere.

Did you check the booking.com ad yourself?, I had a Quick Look at one and it says in host information that guest must be over 25 and have a full license for 5 years.