Would you give the money back?
Users sometimes subscribe to a SaaS product, but forget about it and don't use it. That may happen for a variety of reasons, e.g. there's no trial and you had to enter the card details OR the product stopped bringing any value.
I've personally had a couple of situations like that.
Once I found a certain sum of money was withdrawn from my card - for a product I hadn't used. I addressed the support received the refund.
Another time - with another product - the told me a refund wasn't possible. I hadn't been using a product for 6 months, and they kept the subscription fee at their account. Even though I didn't have any value from that product.
If a user came to you and asked for the refund, would you give the money back?
Personally experienced the same too.
Now I've created an information product,(non-recurring payment) I kept the refund date to 7 days(it was 30 earlier, tweaking copy to see if it makes any difference in sales)
If someone insists on a refund say a couple of weeks after this period, I'll probably offer to hand-hold with the product first to help her get more value out of it. But probably would refund it if that's unconvincing.
Well am talking about a product that has under 10 customers at the moment, there could be a change in thinking after the idea is 'validated'. But the best one can do always is to reduce the cancellation friction for the customer.
This thread has some insights: twitter.com/yongfook/status/1295969116528885761?s=20