Hi Ron, we are sorry to hear you feel this way. However, we would like to clarify that the holding deposit terms were clearly explained and agreed upon before any commitment was made. These terms are in full compliance with industry regulations, and we use standard Assured Shorthold Tenancy Agreements widely recognised across the industry. You and your family made the decision to withdraw from proceeding, which is, of course, your right — but as explained at the outset, holding deposits are non-refundable in such circumstances. We always aim to provide a transparent and professional service, and we regret that your experience did not meet your expectations. Should you wish to discuss this further, please feel free to get in touch directly.