We run a small SaaS startup in the field of investment research. One of our features is on-demand research. Users can ask to do certain research work and add it to the platform. The quotas are mentioned on the site and so is the no refund policy.
However, today, we got our first refund request. The user expects the research to already be present on the platform and doesn't want to wait. Our no-refund policy is already listed on the site and we also mention that research takes a few days. But the user is being unreasonable and insists on a refund.
I'm wondering how to go on about this? Issue a refund and live to fight another day, or should we be concerned about Chargebacks in spite of mentioning the no refund policy? It just sucks that we've to incur a 6% payment gateway fee in spite of working hard, doing everything right and by the book.