I booked an appointment with IAS and paid £150. I was told by the receptionist over the phone that this would be refunded if the appointment was cancelled within 24 hours. I cancelled the appointment within 21 hours and received a refund of only £120, two weeks later, and was told that a £30 'administration fee' had been charged to cancel the appointment. This information is buried on the website, wasn't mentioned over the phone, and is not mentioned anywhere on the online booking form. It is impossible to get a response to my complaint from the IAS. There is no way that cancelling an online appointment would result in a £30 loss to the business - it is sneaky and unethical to charge this. If this business can't be trusted with something as simple as canceling an appointment, they cannot be trusted with anything as serious as a visa application.