Our holiday was cancelled in April due to COVID-19 at no fault to Hays or the Tour Operator. So we were told we would get a full refund. However this could not be processed until the Tour Operator supplied Hays with a Refund Invoice. At the beginning of June Hays telephoned is to say they were in receipt of the Invoice and a refund would be paid within 14 Days. It is now approaching the end of July and Hays have failed to refund the money, they now say they have to wait for the funds from the Tour Operator, incidentally the Tour Operator confirm that Hays have received the money. What rubs salt in the wound is if you telephone Hays the introductory recorded message states, if you are awaiting a refund this will only be paid once they receive the ‘Refund Invoice’ and will be paid within 14 days. Hays are failing to respond directly to this so it may be a case of seeking legal advice.