The local equivalent of small claims court? Or the Sam Francisco small claims court that their terms of service seem to agree to.

They don't have a leg to stand on here since the terms of service provide that they will refund you.

If it was for personal use, surely there would be some kind of consumer organization or ombudsman one could contact for advice?

For B2B, I guess the local chamber of commerce might be able to advice.

Complain to your politicians for better regulation?