Q: I have booked a weekend break online. While booking I was informed that the offer I was taking had a non-refundable policy and if the booking was cancelled, the whole fee would be charged.

Unfortunately, after placing the booking, I realised I had other commitments and could not use the weekend break.

Hence, I decided to cancel the booking. I can accept that in such cases the seller may impose a cancellation fee but I feel that having to pay the whole fee is unfair, especially since I cancelled the booking only a few hours after confirming it.

I am sure my cancellation did not cause any economic harm to the hotel. I am of the impression that when someone purchases a product or service online, there is a cooling-off period.

Am I entitled to some kind of refund?

A: Distance sales contracts are regulated by the Consumer Rights Regulations which, while it is true that these stipulate that consumers have a 14-day cooling-off period to cancel a sale that has been concluded through a distance means of communication, the regulations also list a number of situations where the right of cancellation of the contract of sale does not apply.

Among these exceptions we find “the provision of accommodation other than for residential purpose, transport of goods, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance”.

Hence, since booking of hotel accommodation falls under this exception, your claim for compensation or partial refund does not have a legal basis. In addition, the trader clearly informed you at the booking stage that the offer you were taking was non-refundable.