To ask you how on earth I go about getting my money back?

[unreliable]

Booked a cleaner who came recommended on local groups to do a one-off cleaning service on our new house. Her policy is that she charges 50% of the total as a deposit and 50% on completion. Fair enough. I bank transferred her the 50% trusting the good reviews and had no reason not to believe her

I first felt unsure about her yesterday as she said her car had broken down so requested we left a mop and vacuum there. I told her we couldn’t do that as ours is packed away from our old house (waiting out the rental notice period and all our stuff is in boxes ready to move across in a few days). She said no problem, she will put the stuff in a taxi.

She has claimed she’s had a major emergency and has had to get out the taxi part-way and be collected by her dad. Apparently her head is a shed.. send her my details and she’ll transfer me the money back. I’ve not had it. £70 down. How do I get it back or am I scuppered? What can I even do? How long is reasonable to give her?

I feel so naive as usually I’m so careful before transferring people any sort of money but I just took it on good authority she would be fine

Have you contacted her again to ask for it? What does her head is a shed mean?

I’ll add she only cancelled a few hours ago but it was 20 minutes before she was due to arrive.

I hear people say it to mean ‘I am overwhelmed / have a lot on my mind troubling me’.

I have text her to ask twice. She cancelled at lunchtime

It's only been a few hours. I'd wait 24 at least. Call her?

Give her a chance, if she's had a big emergency then transferring you back your 70 quid might not be her main priority right now?

It takes two minutes though and currently she is holding money for a service not provided.

I am not in the UK so it may not apply but with my online banking I cannot use the app to set up a new payee. I have to use my laptop or desktop. I would have to wait until I got home to refund you.

And I need it doing ASAP so need to source someone else, but can’t pay out again until I have that money back as the rest of funds are earmarked for other things.

Most banks you can easily do it on your phone here, I know you can on the three banks I’ve been with in the last several years

If a family member has had an accident or some sort of real emergency has occurred then she isn't going to be sitting around transferring your money. I'd give her a day at the very least, probably 3, before messaging a reminder.

Wait until tomorrow and ask again.

Most of my banks I have banked with you can but I know I can't on Barclays - I have to have a card reader to even log in to online banking. It's really annoying!

Doesn't change it being frustrating for you but might explain it.

Id give her 24 hours

My experience is that you can definitely do this on a phone but with a lot of banks you need your card reader to make the first payment to a new payee. It's my experience of Nationwide and Barclays very recently. I'd leave it until tomorrow morning and chase again if you've not had it.

Okay, I might leave it until tomorrow morning. What do I do if she still won’t give it back?

You don’t need it to source and initially book someone else so I’d crack on with that as it sounds like you’re getting worked up.
Im sure it’s frustrating her cancelling last minute but you’re projecting that onto her not giving you a refund. I’m sure she will.

Have a bit of patience, you have no idea whats happened, she could be sat at her mums hospital beside terrified she’s going to loose her! Your £70 isn’t at the top of her agenda even if it does only take 2 minutes.

if you don’t get it within a couple of days remind her but in the meantime give her the benefit of the doubt

Next step is small claims court but I do think you are jumping the gun here.

Are you willing to say what area as I had a cleaner do exactly the same, she posts 50% off full house clean every now and again. I think when she is short of cash to get the deposits in and then cancels on the day. Has generally good reviews until you look deeper and see this has happened a few times. She did refund after a few days.

Give her time! If there's genuinely been an emergency, sending you your money back won't be at the top of her to-do list. I would (personally) give it 48 hours, if you still haven't received anything, then message her again and ask (politely) for your money back.

Long-term if you don't get it back, you can probably go via Small Claims if you have everything in writing.

God give her time. It's only been a few hours. If she hasn't refunded by tomorrow lunchtime send a polite reminder.

Yorkshire. Will be more specific if this is correct! Eek if it is, cos we also got 50% off 😶

There is zero protection with Bank Transfers, so if she doesn't refund you, there's nothing you can do except put up a bad review on line.

No point in even thinking about small claims court, as it costs more than £70 to raise a claim.

You go back on the group that recommended her and explain your experience factually.

I'd not pay a cleaner until they'd done the job. It's not like a builder who has to buy a load of crap up front to complete the job. I guess I would supply the hoover and cleaning equipment etc so it's a bit different.
Give the benefit of the doubt that it was some sort of crisis, and then if she's not paid you in a week, threaten small claims. I take it you don't want her to appear and do some work in lieu of the refund?

But the other party have to repay your costs if you win, so it won't cost anything in the long run.

https://www.moneysavingexpert.com/reclaim/small-claims-court/