offer a refund and an apology, and close the account. If you can't come up with a genuine apology, just do the refund. Just make it clear that you are closin

offer a refund and an apology, and close the account. If you can't come up with a genuine apology, just do the refund. Just make it clear that you are closing the account with the refund. (I mean, don't just close the account, say something like "If you don't think the service is suited to your needs, we can give you a full refund and close the account" If they do find genuine problems (and being slow is a genuine problem, even if the slowness is in some other part of the network, it's your problem.) apologise in a genuine manner. If you can explain why you made that choice (for example, hosting your servers far away from the customer) that helps, too. The cheaper the customer is, the more pleasing the refund will be to them. And even non-cheap customers seem to respect you for the refund, if you take the attitude "I don't need to charge people that aren't getting value out of my service" of course, if the user isn't getting value out of the service, the user doesn't need to keep using the service. On top of that, it's very important to clearly define what you will and won't do for the customer.