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Two emails, a canned apology, then nothing. A stalled complaint is rarely a refused complaint — it's usually a case with no single thread, no named amount and no date on it. How long to wait, what a polite follow-up email with a deadline looks like, how to fold the whole mess into one written record, and why the silence ends up working for you.

The everyday small-claims route is the last rung — built for ordinary people, no lawyer, mostly in writing. A plain-language look at what kind of process it is, how it actually goes, how to prepare, what you can claim (the refund plus your provable extra costs), and whether it's worth it at all.