Step-by-step
Document what was paid for
Gather booking confirmation, payment records, and any description of the service you purchased.
Document the cancellation
Keep any cancellation notice or evidence that the service was not provided.
Request refund in writing
Send a formal refund request referencing the cancellation and the Consumer Rights Act 2015.
Send letter before claim
If refused, send a formal letter before claim specifying the refund amount and deadline.
File your claim
File via Money Claim Online for the amount paid plus any consequential losses.
Claiming for Cancelled Services
If you pay for a service that is then cancelled and no refund is provided, you are entitled to your money back. This applies to training courses, coaching, consultations, events, and any other service.
Common scenarios:
- Paid advisor or coach - cancelled service not refunded
- Training course not delivered
- Consultation fees for cancelled appointments
- Professional membership services not provided
Your rights:
- If they cancel, you are entitled to a full refund
- If you cancel within cooling-off period (14 days for online bookings), full refund
- Partial service = partial refund for services not received
Evidence You Need
Essential evidence:
- Service agreement or booking confirmation
- Payment confirmation (receipt, bank statement)
- Cancellation notice from provider
- Terms and conditions at time of booking
Helpful evidence:
- Communication records about the cancellation
- Proof you were ready and able to receive the service
- Any alternative dates offered and your responses
Tips:
- Keep confirmation emails
- Screenshot booking pages
- Note dates of all communications
What You Can Claim
Typical claim value: £100 - £5,000
You can claim:
- Full refund if service not provided at all
- Partial refund for services partly delivered
- Consequential losses (e.g., travel costs for a cancelled event)
- Interest from date of cancellation
Vouchers vs refund:
If they cancelled, you are entitled to a refund, not vouchers, unless you agree to accept vouchers instead.
Different Cancellation Scenarios
They cancelled:
Full refund due. They cannot force you to accept a new date or vouchers.
You cancelled within cooling-off:
For online/distance purchases, you have 14 days to cancel for any reason. Full refund due.
You cancelled outside terms:
Check their terms. Reasonable cancellation fees may apply, but keeping the entire payment for a service not provided is unlikely to be enforceable.
Rescheduled without agreement:
If they change the date and you cannot attend the new date, treat it as a cancellation and claim refund.
Frequently asked questions
What if they offer a new date instead of a refund?
If they cancelled, you can choose whether to accept a new date or request a refund. You are not obliged to accept an alternative. If you cannot make the new date, you are entitled to your money back.
Can they keep a "cancellation fee"?
If THEY cancelled, no fee should apply. If YOU cancelled, any fee must be reasonable and reflect their actual losses. Keeping 100% when they can resell the place is unlikely to be enforceable under consumer law.
What if the provider has gone bust?
If paid by credit card (over £100), claim from your card provider under Section 75. For other payments, you may need to register as a creditor if they go into administration. Recovery is often limited.
Does this apply to business training/coaching?
Yes, but the Consumer Rights Act only applies if you purchased as a consumer. Business-to-business purchases have fewer automatic protections but contract terms still apply.
What about "non-refundable" bookings?
"Non-refundable" usually means you cannot get a refund if YOU cancel. If THEY cancel or fail to provide the service, you are still entitled to your money back regardless of the term.
This guide provides general information about UK small claims court procedures and is for educational purposes only. It does not constitute legal advice. CourtPilot is not a law firm and is not regulated by the Solicitors Regulation Authority. The law may have changed since this guide was last updated. For advice specific to your situation, please consult a qualified solicitor or seek help from Citizens Advice.