Zero Credits Used, Refund Refused — Very Disappointing Customer Experience

I purchased an annual ImagineArt subscription and realised almost immediately that I had subscribed to the wrong service. I contacted ImagineArt promptly to request a refund and, importantly, I have used ZERO credits and received no practical benefit from the subscription. Their own refund policy states that annual subscription refund requests may be considered when made within 5 calendar days and when no more than 300 credits have been used. I met both conditions — I contacted them within the required period and had used 0 credits. ImagineArt nevertheless refused my refund because their policy separately excludes “mistaken or accidental purchases.” I challenged how these two provisions work together, and after escalating my case to a supervisor-level billing review, they confirmed that the mistaken-purchase exclusion overrides the 5-day/300-credit provision. What disappoints me most is not simply that my refund was refused. It is that I contacted them immediately, did not use their product at all, consumed zero credits, and made it very clear that I did not want or need the service. Yet they are still choosing to retain the full payment for an annual subscription. This experience has left me with the impression that retaining the payment matters more than whether a customer actually wants or uses the product. A company can be contractually entitled to rely on its terms while still choosing to treat a genuine customer situation reasonably.