Poor service, waiting for my refund

I have booked accommodation with them and they asked for a deposit with I gave them. They deducted the money out of my account and after a few minutes I received an email from the owner of the establishment who informed me that the unit is not available for my dates. I have asked Safarinow.com to refund my deposit as I need to make new bookings and I am still waiting. Spoke to someone over the phone on the 30th of Jan and she confirmed that they would do the refund. How long can it take?! I need my money so that I can confirm my other booking and have tried phoning and e-mailing them again to no avail.