They do not respond for messages during the refund isssue. I booked my flight and the booking was processing while the money from my bank account was already taken. I contacted kiwi and they assure me, that I will get refund automatically as the payment was not successful and they cannot proceed with my booking. They also advised me to contact my bank as the fault is on their side. I did so and the bank told me that The payment was successfully claimed by merchant and the only thing they can do is to start a dispute from their side with kiwi.com. The flight was in two days so I had to buy another tickets directly from airlines. Now we are waiting over 2 weeks for kiwi.com respond within a dispute and they have up to 50 days to do so and when I contact them they still claim they didn’t receive any payment or not respond at all!!