Just double checked

- There's a non refundable $3 service fee if you decide to cancel your lay by. All payments made, minus the $3 will be returned to the customer.

- The $11 cancellation fee (inclusive of the abovementioned $3 fee) refers to layby's that are cancelled at a store level due to non completion of layby's within the agreed period. Any difference after the $11 has been deducted will be refunfed to the customer.

Based on what has been said previously, I can only assume that the initial payment that you have made was not sufficient enough to warrant a refund, after the layby had been cancelled and the $11 fee charged at store level.

Let us know how you go.