It looks like a blatant scam. I ordered 20kg checked luggage. I went through the ordering process again to double check whether I did not make a mistake, I did not. The 20kg changes to 10kg upon paying. I contacted kiwi.com via email (not gotten a reply yet after 3 days). The chat is just manned by bots and low paid outsourced workers that don't seem to understand what you want or just blatantly ignore everything you say. I explained about the mix-up and just asked for it to be rectified and always get the same reply back saying "additional luggage can be purchased... And you have purchased..." not confirming they understand the issue, which is in their system, and from what it looks, is on purpose, as they just ignore any reference I make to it. I asked for them to refund the luggage and they said that can't be done. So, I guess we are just going to have to pay extra and the only thing I can do is warn others not to purchase through Kiwi.com I there is supposed to be 10kg free per person, however, the order does not mention this, just 10kg free for person A, and 10kg paid for person B. I asked them about this, again, they seem to be too mindless to answer a simple question of "Do both people get the 10kg free?".