I made a booking through them, but the hotel couldn't accommodate me, due to a mistake from their part. I asked for a refund. TravelUp informed me that they would intervene, as per their terms of service. After having received no refund, for more than 6 weeks, I wrote them back to ask for the results of their efforts. They told me that they were waiting for confirmation by their supplier. I asked them whether they were actively pursuing my issue (as they should be doing, if they were a responsible mediator), or if they had only made a doing quest to their supplier and were passively waiting ever since. I never received an answer as of yet (two weeks have passed since my last email, which was never answered and 2+ months since my request for refund) That's the problem with small companies. If something goes wrong, they don't possess the necessary gravity (maybe even the intent) to act effectively for the protection of their customers. TravelUp is the epitome of such a company. If something goes wrong, you're in trouble. So it's better not to get involved with them at all. Tip for consumers: Stay away! Don't take my word for it. Look up for relevant to TravelUp reviews on tripadvisor and trustpilot. I wish I had done so, before deciding to do business with them...