Refund

We paid a deposit through for my daughter for 2022 and realised we had paid too much. Last week Tuesday I emailed asking for a refund of the balance, I was told I need to send through confirmation documents of my bank. this was done on the 11 of January. On the 13 Jan after hearing nothing! I re sent the document, on the 14th I received a mail saying it had been forwarded to the relevant department for processing. I arrive at work this morning 17th Jan, to receive an email stating the the refund is being processed and the payment will be released on the 26th of January!! when I queried this I was told the documents only reached the department on the 15th and documents have to be in on a Friday on or before 12pm ( where does it state this in your client policy?). How your departments work is not my problem! why do you need 10 days to process and release a payment when my documents were submitted a week ago? 2 years I have never had an issue with Impaq until now. VERY disappointed.