My wife has just found the registration form. It does actually say the registration fee is non refundable. However it also says that the registration fee is not applicable for funded only sessions. Obviously didn't see that when sending money as we would have challenged them why we are paying when it says we don't have to. can we dispute it on the fact we possibly didn't have to pay in the first place? Yes they emailed back but I don't know if the nursery manager is getting confused as she mentioned about the deposit being returned out of the first month's fees. This is a registration fee though, we didn't pay a deposit

Bank Transfer

We registered our child with a nursery last year for a June 2024 start date. This was before how the new 15 hours free childcare was going to work. At the time my wife paid a £50 deposit. A few weeks ago they sent out an email about how the new funding was going to work. The nurseries can use it as they wish and they said if the child wants to come for one full day we still have to pay £50 and we can't use all the hours for one day. They also drastically increased their day rate. As a result of this we were looking elsewhere and have found a much cheaper nursery so we are changing. The original nursery now said you only get the deposit back if she starts because it comes out of the first month of fees. I don't think we filled any any form or anything so there were no terms and conditions. Are we entitled to get the deposit back or is it our fault for not asking what the terms were when we paid.

Ah you mean to send them a letter with proof of postage saying what I intend to do?

Sorry I just don't understand what you mean by a written letter with proof of postage from any po counter will. Can you clarify?

A written letter with proof of postage meaning I send it back? But then I will be paying for that though

I didn't put any limit no. What do you mean when you say I should be writing by royal mail next

I have emailed them saying what do you want to do about the part if you require me to send it back then you need to send a returns label but I haven't heard back from them. Legally is the part still theirs I assume?

I paid £102 for the item but I imagine it didn't cost them much at all as they are scrap dealers so probably just removed it from a scrap car they had. Thank you for your advice

The date of the email from them confirming the refund was today. I imagine the bank contacted them and put pressure on them. You would think that the retailer would check if the item had been dispatched? They are aware that it arrived as I sent an email when it arrived saying that I had tried to cancel and it has now arrived and I expect a full refund plus postage to send it back but they ignored me. I haven't received the money yet but the email had an attachment showing proof of refund

OK thanks so I don't have any legal obligation to send it back? I never updated the bank to say I had received it I contacted them before it came? Don't want to end up in some sort of trouble. Mind you it's the sender who has refunded me not the bank so its not like I've got the money back from the bank and kept the item

After chasing the bank yesterday they said someone will be in touch and I just received a text saying they will refund me. I didn't tell them that I have received the item and they didn't ask. I know obviously I can't really keep it. Should I send it back? Am I going to have to pay the postage?

Still haven't heard anything. There is a return address on the label is there any benefit me sending it back with a note asking for a refund? Worried I will go over the 14 days as I received it last Tuesday

Thanks guess I know now. I was told there was no contact number only email for claims for tsb

I have called they haven't answered left a message

Emailed the bank on Thursday and have sent multiple emails to supplier no response. The bank says 5 working days. I'm worried it will take so long I will go past the 14 days return policy. I've asked to return it but they are just ignoring me

Do I need to make it clear to the bank that the item has since arrived but I tried to cancel it

Thanks I will email the address that they gave me. Sorry but not sure what you mean by this "Note that this won't make a lot of difference that this you get it down on paper."

Just received a reply from tsb. Thank you for contacting us about your Credit Card Dispute. We are governed by MasterCard's rules and regulations which advise we must allow the merchant 30 days from the date you made the purchase, to deliver the goods. Unless you have an email from the merchant advising goods were to be delivered on a specific date that has already passed, we ask that you wait until 17/09/2023 as this will have been 30 days from when you ordered the goods. If you have not received the goods by this date, please contact us by email at CreditDisputes@tsb.co.uk and we will be happy help. I've emailed the company again but still no reply. How should I proceed? It seems that tsb are focusing on the item not being delivered but what about the fact that they didn't reply to my cancellation request?

Just to update the current situation. I submitted the form a few days ago but I haven't heard from the bank yet. I never heard back from the company about asking to cancel and today it has arrived in the post what are my rights now? I never actually accepted the delivery I live in a block of flats and the driver didn't ring on he just left it downstairs. Can I still get the money from the bank and will I have to pay to return it?

OK thanks. I think I can do it through live chat they are asking a series of questions. Shall I choose option 1 Which of the following options best describes what happened? 1. The goods were not delivered. 2. Only part of order was delivered. 3. The goods were delivered late or to the wrong address, so became valueless to me. 4. The goods were faulty/damaged or different to what I ordered. 5. The goods were counterfeit.

Seems like there is a whole long form to request refund from tsb section 75. Am I asking for a refund based on the fact they aren't replying to my calls or emails to cancel the order? Or that I was originally told an earlier delivery date (although I don't have proof as it was over the phone).

Do I need to give them maybe 24 hours to reply to my email? I have been chasing them for a few days but only this morning sent them an email to request to cancel it. Should I wait till tomorrow. What if they dispute the section 75 refund by saying they have dispatched it already?

Sorry what I meant is that you said in an earlier post that I can email the company and ask for a refund and then if I don't hear after 24 hours I can claim a refund. The link for chargeback takes you the which? Website and it says about section 75 it says is your claim from 30 days. What I am asking is can I still claim under section 75 after 24 hours of not hearing from them?

OK thanks. Is it still the same process as according to which it says if you haven't received your refund after 30 days, but then I guess this situation is different as the item has not yet arrived?