House Rental agency & non return of booking deposit

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westernone

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A friend of mine pout down a booking depoit for a house she intended to rent, but due to circumstances changing she decided not to go ahead with the house rental.
- A deposit of 1000 euro was paid
- No documents or contracts were exchanged

A week later the agency (well known) is refusing to return the deposit.

Is this illegal? How should she go about getting the deposit returned?
Is this covered by the PRTB?
 
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