I am not sure whats the business sense of adding request for refund as a topic in the scrapinghub forum. Just a suggestion you can create a link in the user profile account and allow them the make the request there along with the reason. From a business stand point this does not look good having this added to your forums.
Many thanks for your suggestion. We are aware that the current situation is not ideal and are actively working on finding the best way to handle refund requests. There should be an update on this shortly.
Thanks again for taking the time to send your suggestion.