In this century, insisting on not processing refunds despite stating “15-day returns” on their website is truly a trust-breaking behavior. Moreover, while even $100 websites provide an instant refund button, trying to handle refunds through email is just disgraceful.
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Hi there, @user22943 and welcome to the Community 
I am really sorry for all the inconvenience caused by this!
I’d like to note that we’ve never intended to confuse you or make things difficult. We’ve just wanted to help you upgrade your plan without having to cancel the current subscription.
However, we totally understand your point and my colleague Sophie has processed your refund. The funds will be back in your statement in a day or two, depending on how fast the bank processes the transaction.
If any questions come up or any assistance is needed in the future, don’t hesitate to contact us here. We’ll be delighted to help 