Firstbase.io not issuing refunds?

Has anyone else had issues with refund requests at Firstbase.io? We recently purchased a $399 package, realized it was a mistake and requested a cancellation promptly. It took them a month to process cancellation, however without a refund. Today we received e-mail that they do not issue refunds because it goes against their ToS which says:

• We are not able to process a refund once the company formation process is complete. • We are not able to process a refund while any government agency (e.g., Secretary of State, IRS, or other agency) is reviewing the documents. • We are not able to process a refund if you are not satisfied with the services provided outside of our website (e.g., by third-party service providers such as Agent or Mailroom).

They highlighted the last bullet point as a reason of not being able to refund, however as we request cancellation immediately after making a purchase, nothing was yet put in motion except agent filing change (which I assume is automatic by the system) and was cited as $10 on their website.