I have a pretty simple refund policy for my downloadable self hosted web app. If a customer contacts support (me) and I’m unable to resolve the issue, I will give them a refund. However some customers request refunds for reasons that don’t have anything to do with the actual app. The most common reason is that a customer assumes the app is capable of something that it isn’t, even though the app is very thoroughly described on the website and it provides a fully functional demo that they can test before they purchase the app. Should I provide refunds in these cases?
I know that “no questions asked” refund policies are pretty popular these days, but when people buy my app they are downloading the complete unencrypted source code. There is no way for it to be returned and there is no way for me to prohibit them from using it if I do provide a refund.
Most people are reasonable and completely understand my refund policy but every once in a while (like today) I get a very angry customer that makes threats and personal insults. Today, the person is threatening to post negative reviews of my app on youtube to tell everyone that I’m a ‘crook’. Should I grant this person a refund?