Kennel deposit refund

Geoff_Birch · 10 February 2019 at 4:21PM

I visited a local kennels (14th January 2019) with a view to booking in my 2 Labrador dogs in the summer. I felt somewhat pressured to book them as availability was limited and needed to ensure we had cover for the holiday. I was requested to pay £145 (30%) as a deposit (debit card payment) and did so.

During the evening of the same day my wife and I became concerned that the shared kennel enclosure would be too small and the exercise area insufficient for our dogs needs.

I contacted the kennels the following day (less than 18 hours later) and they said they would refund the deposit at the end of the month and to contact them then and they would arrange the refund. I have the email correspondence.

I tried contacting them by email and telephone over 2 to 3 days and had no reply. I eventually managed to speak to them by telephone this week and was told that they would not now refund the deposit. I asked them why and they said it was their policy not to despite written confirmation that they would.

I told them if I did not get confirmation that they would refund within a couple of days I would seek legal advice. I have not heard anything and so I am looking for suggestions on what I do next.