Deposit for holiday not repaid (didn't pay a deposit)
My partner and I booked a holiday to Bali through the company Gap360 at the start of 2020, before the Coronavirus pandemic started. I did not immediately purchase any insurance as I was in the process of looking for the best cover and offer for the holiday. I had paid off my holiday to them in full the day we booked the holiday as I had the money there and had saved for it. Technically, I did not pay a ‘deposit’, whereas my partner paid his deposit (£49) and then paid the rest of the holiday off in instalments (around £130/ month). We initially booked to go to Bali for 14 days in August 2020, GAP360 then cancelled this and offered us a ‘Credit Note’. The Foreign Commonwealth Office (FCO) advice at that time was not to travel to Indonesia and they were also not accepting visitors. We then unwillingly pushed back our holiday to May 2021, not knowing the pandemic would continue this long. The Indonesian government has refused to accept any non-essential visitors to their country since March 2020 and it is extremely unlikely that they will ‘re-open’ their borders any time soon, therefore, even if we could go, both the UK and Indonesian governments would not allow it. We asked for a refund instead of the credit note, which they refused and no reasons were given as to why.
My partner is in the RAF and his training has been pulled forward to April, so we are unable to go on holiday at all this year now so have subsequently had to cancel the trip. At the time he had travel insurance (due to previous trips) and has managed to get a full refund through this due to him being in the military. However, I have lost £199 out of the total £873, when I paid all of the £873 in one full payment. This was also from my Royal Bank of Scotland debit card, as I do not have a credit card. As we have had to cancel the holiday, the company has taken £199 and claimed it as a deposit. There is no details or explanations on the website regarding this, and terms and conditions that were sent does not have any information about refunds and keeping deposits if you have paid off the holiday in one single payment, like I have. All of the information relates to paying a deposit first and instalment payments and does not mention what happens when a payment is made in full and cancelations.
Finally, it has been over 28 days and we both still haven’t received our refunds from them for the holiday, when they assured us that we would receive a refund for the holiday by 12noon today (26/02/21) at the very latest.
If possible, I would appreciate some assistance with this issue and some advice regarding this to see where I stand, as I can’t see anywhere on their website or the terms and conditions that they sent us about what happens regarding cancellations when paid in full in one payment.*I paid the holiday in one FULL payment so didn't pay a deposit at all. The full holiday payment was made at the time of booking*