Lou – the payment of a deposit is discretionary between the dealer and the customer, which is probably why Motability aren’t being too helpful. The dealer will not incur any financial loss whatsoever as a result of you cancelling. They will have already put another customer into your order slot or, if not, can pass it off to another dealer who will bite their hand off. There are long delays on the X1 at present and BMW are not allocating any new build slots at the moment, so already allocated build slots will be in very high demand. If it were me, I would tell the sales rep that you want a 100% refund by the end of the week or will be instigating a chargeback via your card provider and will register a formal complaint with both BMW UK and Motability. Let them know that you are serious or they will keep messing you around. Don’t offer to pay even an admin fee. There is no need. As I say, the dealer will incur no financial loss and you have only cancelled because you have had poor service from them. Good luck.