Ask HN: Anyone Connected with Vueschool.io? SaaS Billing Best Practices?

Is connected with VueSchool.io I can't get any further reply from their support and would appreciate getting connected with someone there.

I signed up for their black friday promo. I've been too busy to use their tutorials. I noticed another charge from them this weekend, I emailed them the same day and let them know I'm not going to be able to use their service this month, please refund today's charge and I'll sign back up in the future when I have time.

They replied with this.(names redacted)

Hello,

I am sorry to hear this happened to you. You have signed up for a subscription with automatic renewals. As stated in the Terms & Conditions we will automatically charge all active subscriptions when they are due.

I am sorry, but I cannot provide you with a refund on the latest charge. We are not providing refunds for the subscriptions that you forgot to cancel or due to lack of usage.

If you wish to avoid your subscription's automatic renewal, be sure to cancel your subscription. This allows you to continue using your subscription until the expiration date but prevents your subscription from auto-renewing.

Have a nice day!

All the best,

vueschool.io

I thought this was a SaaS best practice, if a subscriber receives a charge, aren't using your service and they requests a refund the same day, you give them a refund and keep a customer happy to return later and recommend your service to others.

Now they just aren't responding to my support emails.

I've tried sending DMs to the two instructors on Twitter.

I just want to get connected with someone there.

Let me know your thoughts on this.