Decide and explain a refund

Draft a reply to a refund request.

The situation: {{situation}}
Our policy: {{policy}}

Give the answer in the first sentence. If it is yes, say when they will see the
money and stop selling. If it is no, give the one reason and what they can do
instead — do not hide behind "our policy states".

Then, separately, one line on whether the policy itself is the problem here.

What to fill in

{{situation}}

What they're asking for and why — e.g. a refund after two days of broken sync

{{policy}}

Your policy — e.g. refunds within 30 days, no questions

What it produces

Yes — refunding this month now; you'll see it in 3–5 days.

The sync outage was ours and two days without it isn't what
you paid for. Nothing else needed from you.

If you'd rather keep the subscription and take a credit
instead, say so and I'll switch it.