The Consumer Protection Act is clear: merchants must provide you with the services for which you paid.

If you are unable to receive the services for which you paid, for example due to a strike or the closing of a travel agency, try to reach an agreement with the merchant. If you cannot, you have recourses.

Voluntary cancellation by the credit card company

If you paid your trip with a credit card, contact the credit card company. Some companies agree to cancel purchases on a voluntary basis. Find out how you can get a refund.

Cancelling an online or telephone purchase

Did you make an online or telephone purchase? You can ask to have your purchase cancelled if the expected services are not provided to you within one the following time periods:

• 30 days after the date indicated in the contract;
• 30 days following the purchase, if no date is specified in the contract.

You can also ask for your purchase to be cancelled if the travel agency did not provide the documents to you on the agreed date that are necessary to access the paid services (airplane tickets, confirmations of hotel reservations, etc.).

To cancel the purchase, you must send a formal notice to the merchant to inform him or her that you are cancelling the contract that you signed together. The page dealing with Sending a formal notice explains the various steps to follow.

If the merchant does not reimburse you within 15 days, you have 60 days to send a written request to your credit card company. Your request must contain the following information:

• name of the cardholder;
• number of the card and its expiry date;
• name of the merchant;
• date upon which the contract was concluded;
• amount charged to the credit card;
• amount that the merchant is required to reimburse;
• detailed description of the purchased services;
• the reason for requesting a chargeback;
• date of the formal notice and the delivery mode.

The credit card company must acknowledge receipt of your request within 30 days of receiving it and if applicable, credit your account for the amount of your purchase.

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