Definitely the worst company EVER. They did not send me the test, and I ask for a refund explicitly. I did not want the test because I had to buy another one from another provider in order to get tested before day two. Since they did not want to me a refund, even if as the terms and conditions specified 18.14.6/7 I had the right to ask for a refund for my specific situation (the test did not arrive on the specific time frame it was supposed), they sent me the test that makes me not eligible for a refund anymore. I speak with several agents and none of them helped me to solve my case, most of them did not know that they had a terms and conditions site. They told me to write to the managers directly, which I did, but they are not going to reply because they sent the packages even if I explicitly asked for a refund. THE WORST COMPANY. Furthermore, the code they provided me for the passenger locator form was incomplete. I read that: "11.6 Once an order is placed, a travel reference number will be automatically generated and sent to you from our booking system".--) the reference you gave me was incomplete, so I did not work, it has not 5 letters and 7 numbers (as specified), but only 4 letters. However. on point 18.14.6/7 it says that I am eligible for a refund if I am unable to have a result within the specific time frame. I was unable to have the results because the order did not arrive! And when I asked for a refund, and explicitly said to you that I did not want a new order to be delivered (because day 2 already passed), you delivered it. Only after I complain demanding my refund, you sent the test for making me not more eligible to get the refund. You play with your customers! and you do not follow your terms and conditions, only you apply them when they benefits you, not the customer. If the terms and conditions "benefit the customer" you will ignore them.