I posted some feedback on these people just 1 or 2 days ago and just to let everyone know after threatening them with legal action based on the fact their terms and conditions are not legally binding because they are clearly changeable (that is a criminal offence). They have now today refund my parents with the full deposit. However they have not refunded the booking fee. So, if you have a similar problem with them I'd suggest hang in their and make it clear to them you know they are acting illegally and threaten them with legal action. It worked for me so I'm sure it will work for more people. If in doubt contact the Citizens Advice and they will direct you what to do. Pleas also find enclosed par to the letter I sent them...