Should I expect an online deposit to be refunded during coronavirus?

Genki99 · 22 April 2020 at 7:53PM

My basic query is whether there is any guidance over deposits being refunded in the current period. The deposit was for a conservatory. The company's activities are currently on-hold and only a skeleton staff are working. I had written confirmation when I made the deposit that it could be refunded, by them or by me, as the build was subject to survey, and the survey had not been completed. I expressed a desire for a refund in early March - Coronavirus was already in the news, but it was due to my own schedule more than the developing situation. However, I hesitated when I was told the current offer could be extended and (unfortunately) didn't actually make my decision or ask for it to be processed until the day after the lockdown was announced. By this time the company had temporarily ceased activities, though I was only notified of this (in a generic email) three days after I had sent my request. I emailed the company many times to find out when the refund could be processed and was finally able to talk to a person on Monday (though it seems that rather than the call being a response to my emails, it was because I put in an online enquiry for a new job and persuaded the person who returned the sales call to raise the matter to an appropriate person, which they did). A basic summary of the conversation is that I will have to wait until they return to normal practice for the deposit. I would like the surety of having my money back as soon as possible, rather than a wait of an unspecified amount of time. I would appreciate advice on where I stand on this - especially as processing the refund should be a remote process, with no physical goods involved. Does it depend on what staff they have working? Or does some other regulation apply here? Thank you.