Dispute over cancelation

[fad1]

We offer spay and neuter services for pets as a non-profit. We charge a small fee. The fee is paid up front to hold a space and is not refundable if you no-show. We have a no cancelation within 72 hours policy. The user agrees to this when booking. 

We had a dispute, PayPal resolved in the customer's favor as the service was not provided, though we provided proof they agreed to the 72 hour cancelation policy and canceled at the last minute (no-show). In contact with PayPal they told me our policy is irrelevant. If the client does not receive the service, they will have a successful claim. 

Obviously, we no longer accept PayPal. But I just thought I would check in with the community on the off chance I received incorrect information from the rep? I can see this being the policy, but on the other hand it is counter intuitive to me that PayPal sets our refund policy. 

[kernowlass]

@fad1 

Unfortunately you agreed to paypals policies when you chose to accept paypal for payment for the services you provide.

As part of that policy if you don't provide a service then the buyer can open and win a dispute for 'non receipt of item or service'.

Anything else is between you and the buyer. If the buyer is refunded you have the right to take them to the small claims court or whatever you have in your country or take private legal action against them for violating the terms of your website.

[fad1]

Yeah thanks champ. I was asking if that is indeed the policy, for verification. I understand that if it is, then it is. That is not helpful information as I am not a 2 year-old. 

It just seemed to me to be a reasonable theory that might have received incorrect information, so I though I would double check. Effectively this means no one with a no refund under conditions X policy can use PayPal. Which is fine, have at it. But it does seem arguably to be bad policy. 

[kernowlass]

@fad1 

Well maybe 'champ' if you had taken the 5 minutes to read up on Paypals seller protection policy before you started selling OR when you received a dispute you could risk assess your services.

Then you wouldn't need to come on here for someone to point out the obvious which most adults could sort out and understand themselves.