Cancellation without authorization - No Refund received

I had a reservation where I paid my deposit fee to Safarinow for an establishment about four months before my stay date. I then received a second quote to another establishment that I was interested. On the email I sent to Safarinow, the subject heading stated "Enquire Only", whereby I asked if it is possible if I can change my booking from establishment 1 to establishment 2, without losing may deposit to establishment 1. By this time establishment 1 has already told me that the refund will be returned in full, and I need to take this up with Safarinow for the refund. Four weeks after my original enquire was sent, I received an email confirming my cancellation has been processes. (There is no number to call them so you are forced to email them). Firstly, they cancelled my reservation when I only sent an enquire through and secondly, now I am waiting for someone to get back to me to refund me for the cancellation. They indicated that they are waiting for the establishment to pay them to be able to refund me, yet the establishment has confirmed that the cancellation policy is not with them. Thirdly, they have messed up my holiday plans and I was forced to fork out more money to still be able to plan a holiday.