Am i being unfair to request a refund from Crowdfire?

I signed up for the first time yesterday. Service is broken, Asked them for a a refund, they respond today asking me to wait and asking if I can contact Twitter on their behalf. Here's the communications: The original message was via the app so I don't have a copy but it was basically: " I just signed up for crowdfire, the service is not working, please refund." Their response today, quote: "Thanks for reaching out! We're facing issues from Twitter's end and are waiting for a reply from @Twitter about this sudden disruption so we can get it. Until then, our team is working round the clock to get the other Twitter features like Scheduling/Publish and Mentions up and running for you. For this, can I please ask you for some more time? Meanwhile, I please also request you to tweet out to @TwitterDev and let them know we're waiting for a reply and immediate restoration of services? We'd really appreciate your patience and understanding at the moment. We'll be in touch! Best, Gwen" If I'm running a business online or offline and there's service disruption, I don't hold on to a customer's money, I apologize for the inconvenience, explain it's not our fault, give them a full refund and let them know we can contact them when service is restored so they can opt to return. Especially a first time customer. ...but what are your thoughts?