They said this… · Services & contracts

“Deposits are always non-refundable”

Generally incorrect

Calling a payment a “non-refundable deposit” does not make every retention automatically lawful.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • The contract, cancellation circumstances, actual loss and consumer-term fairness can matter.
  • A trader may be entitled to retain a reasonable amount in some circumstances, but an excessive blanket forfeiture may be challengeable.
  • Different rules can apply where the trader is itself in breach.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Quote, order, specification or scope of work
  • Messages and call notes showing what was promised
  • Photos, reports or other evidence of defective performance
  • Terms relied on by the trader and when they were supplied

If they still refuse

Move the dispute forward.

  1. Define the contractual promise or statutory service standard that you say was not met.
  2. Ask for the remedy that follows from that problem rather than simply demanding compensation.
  3. Use formal complaint, ADR or court routes according to the sector and amount involved.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.ServicesRead the full guide.Proving an agreementRead the full guide.Breach of contractRead the full guide.