My deposit is ‘frozen’, what does this mean?
A frozen deposit is when the deposit has been paid but the supplier is yet to accept it. The supplier has 7 days from when a deposit is made to accept the payment and confirm they are available for the booking.
Please don’t worry, you won’t be charged until the supplier confirms your booking. You can cancel this at any point before confirmation and your deposit will clear from its pending state immediately.
Depending on your banking provider, it may appear as though the transaction never happened and so you may not see a refund credit on your statement and there will be no payment nor refund present. If you’re unsure or unable to locate the deposit amount, please contact your bank to confirm and ask our Client Support Team for a copy of your refund receipt if necessary.
Once a deposit payment is confirmed, the deposit amount will be activated and taken from your account meaning your booking is in place.
You will be notified whether the supplier has confirmed or not via email. Please ensure you have checked your junk/spam folders in case these notifications have been redirected there.