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I am sorry that you believe that the refunds are being held by us for too long a time. The reason for the 14 day refund policy is that if a customer wishes to query an entry on there bank statement or credit card, then the payment can be recalled without recourse to the payee if it is done within 14 days. Thereafter the bank has to engage with the payee to see if the payment is correct of not. Hence we have the 14 day policy in place to ensure that we do not refund money back to customers before a customer could recall a payment made to us. I hope that this explains the reason for the policy and I assure you if the banks change their policy then we will similarly amend our policy. May I finally thank you for your valued feedback. We take all customers comments and opinions very seriously. As a consequence we continue to improve our customer service and storage offer. Chris Stevens Managing Director Kangaroo Self Storage