Okay so I was freaking out a little because I couldn't get onto Opodo on the phone. However I clicked on the chatbot and managed to get transferred to a customer service agent overseas (I'm in Oz, they were in Europe). The customer service agent requested a refund as our flights were cancelled and the airlines' policy was to give a refund for cancelled flights. They sent me an email stating that the refund has been applied for. The customer service officer told me it might take 90 days. They were really polite and did a good job. I will come back and give a 1 star if the refund doesn't go through, and I'll give a 5 star if it does. Let's see what happens.