Hi there!
I ran into the SAME thing with these guys. The funny thing is that I asked TWICE before giving my credit card number what the refund policy was (I return everything, so I ALWAYS ask this). So they say it's fine as long as you do this before your expiration date.
Well, a few days after my 'win', my friend comes to tell me he had won as well and told me to look online - we found this site.
I called them on Monday (just the other day) to say I wanted my money back. They said "it is non-refundable". I explain that I asked twice whether I could get a full refund and was told I could. So the Amy tells me I must have misunderstood. Then goes on to ask me "What kind of personal problems do I have that I can't make the trip... Why do I REALLY not want to go?" When I told her to punch in whatever to her computer, that I didn't have to give that information, she told me (dripping with sarcasm)"it doesn't work that way." Then she keeps asking me why I'm so angry with her! What the hell is wrong with these people? I wanted to be passed on to someone else, and she refused. So I hung up and got another dude.
This guy was just as much of an idiot and just as firm as Amy, but I was just as firm. I played the game, then said I got some bad news from the doctor (I was willing to try anything), and he kept asking me what that bad news was! So then with little shame left, I turned on the taps, told him I can't take this, I just want my money back, and he got off the phone for a minute, only to come back on pissed off - BUT he cancelled my trip! Now to be honest, I will not believe this is true until I see the refund on my credit card. At which time, I am going to cancel my credit card and get a different one. I do not trust these guys.
1. Canadians, SINCE the initial woman who called me about my 'win' was calling from Toronto - THEY MUST ABIDE BY THE ONTARIO CONSUMERS ACT! There is a 10 day cooling off period it's called, whereby you have 10 days - NO QUESTIONS ASKED - to return anything sold to you through telemarketing and/or door-to-door salesmen. YOU MUST SEND A letter directly to them (send it by registered mail so that they have to sign for it). But fax, and regular-mail one as well! You can't be too safe. Even if you haven't received the package yet, SEND THIS LETTER TO THEM demanding your refund. Once you get the package, return it to them.
2. Florida Sellers of Travel Act - look that one up, you have 30 days to change your mind.
3. On the back of your certificate-thingy they mailed to you, it reinforces that you have 30 days to return the package, stating that you want a refund.
These guys are evil. I have never encountered anyng like this in my life. Be prepared if you haven't already called them, and play the game. I swear, you will NEVER have run into 'customer service' like this before.
What is so strange to me is that they HAVE to refund your package, but because you can't get past them prying into your life, and trying to make you feel like you're the idiot (nice try guys), it's impossible to get to any type of cancellation.
Be persistent, and by God, learn from this - I know I have!
Susan
Windsor, Ontario
Canada
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