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How long should I wait for a response to a refund request?

  • 06-01-2022 11:09am
    Registered Users Posts: 624 ✭✭✭

    I had a PCR test at a Randox test centre scheduled 4 weeks ago. In the end I didn't need it, so I cancelled the appointment via their cancellation form. I cancelled well in advance of 24 hours before my time slot (as requested). I got an automated reply that if I was waiting for a refund it would be dealt with "in due course".

    3 weeks later I still hadn't received a refund or a reply, so I contacted them again via their contact form (and their hotline, but I gave up after being on hold for 50 minutes). It's another week later and still no reply.

    What are my options here? Tell them I'll request a chargeback if they don't reply and give them an ultimatum? I know they're busy but I'd expect a least a basic personal reply by now.


  • Registered Users Posts: 2,617 ✭✭✭endofrainbow

    I don't think a chargeback will apply as you cancelled (I could be wrong though). I would they are inundated with emails. Sit tight for now.

  • Registered Users Posts: 836 ✭✭✭mondeoman72

    Do the terms and conditions offer refunds?

  • Registered Users Posts: 624 ✭✭✭Space Dog

    There's no way to e-mail them, you can only fill out enquiry forms :/

    It's really the lack of engagement that annoys me, I've cancelled a test with a different provider in the past when I had to move travel dates and the communication around the refund was dealt with swiftly and efficiently.


  • Registered Users Posts: 2,681 ✭✭✭AngryLips

    Anything over two weeks is excessive for a refund request.

  • Registered Users Posts: 4,323 ✭✭✭whomitconcerns

    Currently they have a huge backlog due to legal requirements changing in UK etc. I am waiting since early December for a refund. Just have to wait it out....

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  • Registered Users Posts: 624 ✭✭✭Space Dog

    Thanks, that's good to know. Did you at least get a response from them? I've emailed them again but nada, I don't really want to be on hold for hours again trying to ring...

  • Registered Users Posts: 4,323 ✭✭✭whomitconcerns

    Eventually I got a mail from their support... Nothing big on there just they know they owe money and it's taking ages at the moment

  • Registered Users Posts: 624 ✭✭✭Space Dog

    I got my refund, had to ring them up though as my written enquiries and e-mails were not answered. Ringing first thing when they open is key, couldn't get through in the afternoons.