I would put 0 if I can. Never use Travelup again. It took me more than 10 months to get my money back. I requested a refund of my cancelled flight in January 2020. British Airways refunded the full fee immediately after I requested in app at that time, so I am 100% sure it is Travelup not refunding. Since I started refund request to Travelup in January, early enough, at least they replied my email. I have seen many reviews saying they are not replying at all. In their first reply, Travelup refused to refund immediately, and asked me to wait for 8 weeks before sending another email for update. I waited 10 weeks and asked again, then they asked me to wait for another 12 weeks for update. After a few rounds of waiting, they told me the refund is finally processed but may take weeks to finish, so I thought I can get my money back in a few weeks time. However, a few months later now in November, when I almost forget about it, I realised that I still haven't got my refund. During this period of time, they have added an online refund form on their website, together with a new refund policy charing customer a lot of handling fees. Even if you booked months before this new policy, they apply this new charge to you. Moreover, I was not informed of this policy even if I was emailing them during this time. Ironically, my cancelled flight was too old to find in their online refund form, so I have to send emails again for refund. I was angry in my email this time, and probably because they have delayed my request for long enough, they finally refund me. Of course, I have to agree with their new £50 service charge, for such a ridiculous service. After more than 10 months (from Jan to Nov), I finally get my money back today. I have seen on some media reporting Travelup's illegal behaviour, and I found facebook groups of customers suffered from Travelup. I am surprised that this company is still not prosecuted or under some checks. Maybe it is too small to draw attention? I am happy to provide evidence if there is a group of angry customers who want to report Travelup. People suggested to apply for a chargeback from your bank rather than endless emails/calls with this shameless company. My refund has been delayed for too long to request a chargeback, but I hope that will be helpful for whoever else suffering now. Never use Travelup anyway!