I had to reduce my booked 14 night hotel stay by one night and expected the refund to be the cost of that one night (£66) minus a £10 admin fee per person. So the refund would be £66 x 2 = £132 minus £20 admin= £112. But the agent said he would rebook the entire 13 nights which he claimed was now costing £68 a night (even though the lower rate was still showing on their website!) and my refund would be just £58. Nah - I couldn't work that one out either! Despite exchanging e-mails and talking to Travelup agents, I have been asked to jump through so many hoops to get this paltry refund amount, that I have kept my booking as it was. I think the problem was compounded by the fact that neither of the two agents I spoke to, Danny Morrison and Charles Tyler were very articulate and certainly weren't willing to put in writing an explanation. So much for "free cancellation". Shan't use them again.