Regarding fee waiver on refunds -- I had called to check on this because I thought I would need to cancel an award, but wasn't sure and wanted to understand my options. The agent told me that yes, the return fee was waived for EXP/CK. After hearing about mixed experiences with this, I called again to confirm, and was told the same thing. When I actually went to cancel the award, the agent said there was a fee, which couldn't be waived (even for CK). I called again, and was told the same thing. I called a third time and was told there was a fee, and they weren't supposed to waive it, but would do so this one time because I had never returned an award. So this is most definitely a YMMV case.