Please help me to decide whether I or Clubuptime is right

Today, 07:47 AM I'll make a overview how the argument happens which Clubuptime accept
"I submit a ticket which asks whether I can be given refund -> You told me to issue cancellation -> I ask refund for Level2 VPS bought 25 days ago -> You gave me a 12 USD refund -> I ask refund for Level1 VPS bought 15 days ago -> You said you couldn't give me any refund"
In the quoted text, "you" equals "Clubuptime"
To provide evidence for my viewpoint, I uploaded the record.
This is the earlier ticket
i.imgur.com/lWVxe.png
This is the later ticket
i.imgur.com/aEb9E.png

To Clubuptime:
Don't mention the 3 days or 14 days refund period , it seems you don't know it's 3 or 14 days yourself.
And, which is the most important, when I ask whether I can get a refund for a VPS which is out the refund period, you instructed me to issue a cancellation to lose the VPS and get nothing.
Please don't make excuse , which you did in the ticket for many times, anymore
It's not useful.

Today, 07:58 AM Youve actively used our services for more than half your billing cycle. We offer a 3 day money back guarantee. Exactly why do you feel you're justified a refund with no grounds or merit (such as server issues)?

We've stated our ground, and were not issuing random refunds. If we issued one, it was to be nice due to the inconvenience of OpenVZ being discontinued after this billing cycle.

Today, 08:06 AM Originally Posted by Matt R Youve actively used our services for more than half your billing cycle. We offer a 3 day money back guarantee. Exactly why do you feel you're justified a refund with no grounds or merit (such as server issues)?

We've stated our ground, and were not issuing random refunds. If we issued one, it was to be nice due to the inconvenience of OpenVZ being discontinued after this billing cycle.

Oh, how could you make such a conclusion?
I purchased an annual service and I have just used it for 15-16 days
15/365 is more than half
What could I say!

And I bought your service annually because you said the coupon will last for 3 more recurring periods. Now the condition is overset. I want a long-term service, so I think it's not undue for me to ask for refund for it.

Today, 08:31 AM Let's make what you've done clear.
Because I wonder whether I can get refund , I submit a ticket to ask you.
You told me to request a cancellation.
After I followed your words and requested cancellation, you then declare that it's me who decide to abandon the right to use the service.
What a good stratagem!
Today, 08:45 AM Hey Matt,

If this guy cancel his services within a month and since he paid for 1 year, can't you just charge him a month's service and refund him back the rest of the money that he paid? Kinda unfair to say NO and keep his whole year of service without giving him any service since he canceled right?

Would that be a fair conclusion? That's at least what I feel should be done. You've used about 15 days which is half a month and it's kinda unfair for you to say I want my money back after their refund period too.

Today, 09:01 AM Originally Posted by aodat2 Hey Matt,

If this guy cancel his services within a month and since he paid for 1 year, can't you just charge him a month's service and refund him back the rest of the money that he paid? Kinda unfair to say NO and keep his whole year of service without giving him any service since he canceled right?

Would that be a fair conclusion? That's at least what I feel should be done. You've used about 15 days which is half a month and it's kinda unfair for you to say I want my money back after their refund period too.

I would appreciate it very much if Clubuptime did as you said, even charge me a 2-month expense
I have never expected a full refund and I know it's absolutely improper.
But look at their replies in the ticket.
It seems that they aren't willing to give me even a 1-dollar refund.
In their eyes, the responsibility is all of me because I request cancellation after 14 days, regardless of the fact that they told me to do so in the previous ticket.
Last edited by 764664; Today at 09:06 AM. Today, 09:06 AM Originally Posted by aodat2 Hey Matt,

If this guy cancel his services within a month and since he paid for 1 year, can't you just charge him a month's service and refund him back the rest of the money that he paid? Kinda unfair to say NO and keep his whole year of service without giving him any service since he canceled right?

Would that be a fair conclusion? That's at least what I feel should be done. You've used about 15 days which is half a month and it's kinda unfair for you to say I want my money back after their refund period too.

He didn't pay for a year -- he paid for 3 months with the anticipation of using a coupon code to pay for a year. The amount he paid totaled out to less than 5 weeks service on our normal rate plan due to the coupon.

Not only that, but his reasoning for the refund is "Well, you gave me another one previously." Our policies are very clearly outlined: After 3 days, no refunds are issued. He has been actively utilizing the product since the day he bought it. Had he paid for a years service, we'd have given him a pro-rated refund out of fairness. However, the intent to use a 50% off coupon for a year does not count as a years service paid.

Lastly, we never once told this client to cancel. He is deciding to cancel early based on the fact that we're discontinuing our OpenVZ Platform. He can easily continue to use his service for the next 2.5 months should he so desire.

At this point, this customer has been rather rude and abusive towards staff and the time spent explaining our stance over and over again costs me more than he paid us for his 3 months of service, which is outside of it's refund period. None the less, had we not had said policies in place, his refund amount would total out to something along the lines of $5.50 USD.

This is honestly, the most petty thread I've seen in quite some time.

__________________
¦ Matthew Rosenblatt -- CEO, Club Uptime LLC / Rack Hero LLC
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¦ San Jose and Chicago Xen VPS Hosting coming May 2011! Amsterdam in July! Today, 09:13 AM Originally Posted by Matt R He didn't pay for a year -- he paid for 3 months with the anticipation of using a coupon code to pay for a year. The amount he paid totaled out to less than 5 weeks service on our normal rate plan due to the coupon.

Not only that, but his reasoning for the refund is "Well, you gave me another one previously." Our policies are very clearly outlined: After 3 days, no refunds are issued. He has been actively utilizing the product since the day he bought it. Had he paid for a years service, we'd have given him a pro-rated refund out of fairness. However, the intent to use a 50% off coupon for a year does not count as a years service paid.

Lastly, we never once told this client to cancel. He is deciding to cancel early based on the fact that we're discontinuing our OpenVZ Platform. He can easily continue to use his service for the next 2.5 months should he so desire.

At this point, this customer has been rather rude and abusive towards staff and the time spent explaining our stance over and over again costs me more than he paid us for his 3 months of service, which is outside of it's refund period. None the less, had we not had said policies in place, his refund amount would total out to something along the lines of $5.50 USD.

This is honestly, the most petty thread I've seen in quite some time.

I wonder whether you pretend not knowing the fact or you don't know the fact.
You can keep making stories,but the evidence is here

I really can't understand why you make stories which is so easy to be prove wrong.