Quick update, after sending a couple of emails (which were not replied to) I finally took the bull by the horns and rang an 0845 number listed on help site, spoke to a guy called Ryan Smith (who was very helpful) and should be getting a refund via my credit card within 8-10 days. Fingers crossed. Will post again when confirmed. I had also contacted my credit card company desputing the charge, but had not completed the relevant paperwork. Told them of this so perhaps that helped.