When I ran a SaaS business, I didn't have the analytics to find out if a customer was using the product or not but I never hesitated to give customers refunds i

When I ran a SaaS business, I didn't have the analytics to find out if a customer was using the product or not but I never hesitated to give customers refunds if they claimed to have signed up and forgotten to cancel or something. It's not worth the hassle to take people's money if you are not delivering any value to them. You can't build a sustainable business on that model so why bother trying.