Pangolin did get back to us with a refund, however they did not refund the full amount which is quite disappointing.

We sent 0.48278566 BTC and their refund was for 0.46830209 BTC which is a difference of about $200 USD.

I've asked for an explanation, will report here when I get one.

Update - they deducted a 3% transaction fee of some sort - no clear explanation, 3% of BTC value today or 3% of USD value converted to BTC.  It just is what it is I guess.