When I was running a SaaS product we had your same basic policies, but had made some refund exceptions when we felt the platform failed or the person made reaso

When I was running a SaaS product we had your same basic policies, but had made some refund exceptions when we felt the platform failed or the person made reasonable requests we didn't respond to timely or appropriately. Frankly, that should always be the case regardless of how big you get or what your policy is IMO. People do this all the time, consumer and B2B. They'll sign up, use it a little then forget to cancel and get busy and it wasn't a big enough pain point cost wise so they let it roll a couple of months then say hey I couldn't cancel 2 months ago when I tried so please refund my 2 months. As long as I could honestly say the user didn't try, and that the system was operating appropriately during that time my response was always simple. We got your request, however on your account page there is always a way to cancel and I'd explain how. Since we give you that option and it stops billing that month (or whatever you do) we have a no refund policy as part of the agreement you accepted when signing up. Then direct them to cancel their account through the app. If someone pushes back nicely after that I might give a 1 month one time courtesy refund but never more than one month. If they are being douchy it is always a no. Trying to keep people from complaining by giving refunds is a losing battle I have learned. Look at Amazon, one of the easiest companies to get a refund/return generally and they seriously ask so few questions about it yet people complain that they are unfair and bullies etc. You will always have someone complain, so trying to "buy" their quiet through a refund doesn't work IME, just be fair, honest and try to be understanding but firm on the rules you setup.