So after discussing with multiple people that have had the same problems with this company it seems they operate in the same scandalous way. When you request a refund they initially offer you just half of what you paid. DO NOT ACCEPT THIS. As soon as you argue they will ‘discuss with the airline’ and then bring it up to what you paid minus an ‘admin fee’. Which is also illegal by the way. Despite what they will tell you, you can claim a full refund when the flight is not cancelled by yourself. Please contact your bank and fill in a disputes claim to get your money back. Do not let them take a penny from you. Avoid at all costs