Kiwi.com Promised a Refund for My Canceled Flight but Never Sent the Money

I purchased round-trip airline tickets from Zurich to Gaziantep through Kiwi.com. I bought the tickets on May 3 and was unfortunately forced to cancel the reservation approximately six days later.

During the cancellation process, I was informed that a fee of CHF 30 per ticket would be deducted and that the remaining balance would be refunded to me. Based on this information, I completed the cancellation expecting to receive the remaining funds after the stated deduction.

The total payment for the booking was approximately CHF 600, which I paid using my bank card. Despite the cancellation being processed and a refund being promised, a significant amount of time has passed and no refund has been credited to my account.

I contacted customer service regarding the issue and was again told that the refund would be processed. However, despite these assurances, I have not received any payment to date. The repeated promises without any actual refund have caused frustration and financial inconvenience.

I request that Kiwi.com immediately process the refund for my canceled tickets and return the remaining balance, after the agreed cancellation fee deductions, to the same bank card used for the original purchase. I also expect a clear explanation regarding the delay and confirmation once the refund has been completed.