UPDATE [18 Nov 2025]: VICTORY - FULL REFUND SECURED. After initially being refused a refund and told "vouchers are non-refundable once redeemed," I have now forced Wowcher to refund 100% of my money (including the admin fees and the sneaky VIP charge).If you are stuck in this trap, here is exactly how I won:I checked the Merchant: I discovered the travel provider, "Prime Holidays," was trading using the address and details of a company dissolved in 2016 (PTC Travel Ltd). Always check the "Merchant" on Companies House!I flagged the CMA Breach: I pointed out that the "VIP" subscription charge violated Wowcher's July 2024 agreement with the Competition and Markets Authority (CMA).I Escalated: I sent a formal legal letter to the CEO at their London Registered Office citing these facts. They capitulated and refunded me within 2 hours.Don't let them tell you "No." The "Redemption Trap" is unlawful if the service isn't provided.You'll note that the Customer Service agent that responded to my review referred me back to a non-responsive provider, one I've been trying to get a response from for almost a month now. You'll not be surprised to hear that I have had no such response from Prime Holidays still and do not expect one. Original review below... Unlawful "Redemption Trap" - Wowcher is liable but refuses all responsibility.Wowcher advertises deals from third parties that are not as described. I bought a package that their provider, Prime Holidays (check out their reviews linked to Wowchers products on Trustpilot :( !), immediately breached (under-duration, non-central hotel, £149 upsell).Wowcher's business model is the real problem. You are forced to "redeem" your voucher (or it auto-redeems in 48 hours) before you can find out the real terms from the provider. The moment you do, Wowcher's policy says you can't get a refund. It's an unfair trading practice designed to trap you.Under the Package Travel Regulations 2018, Wowcher is the retailer and is 100% legally liable for the failure, but they just deflect. My complaints have been met with generic acknowledgements and a total failure to act. I bought this voucher on the 19th October, rejected the itinerary via email on the 22nd October and have made numerous complaints to both companies since - none answered. Some of the worst customer service I've ever encountered. This is the same kind of misleading practice the CMA sanctioned them for. They take your money, trap you with their policies, and then unlawfully abandon their responsibilities.
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