@smartcontroltoday а вот и подкатил ответ поддержки
We understand your concern regarding a refund request from your client and we want to help.
We checked your contract and we see that the client has approved and released these payments to you. Because the refund request for these payments are not official disputes, you are given the full discretion to decide to give the refund to the client or not. If you do not wish to give a refund, no further process should be done from your end. We, however, suggest to inform your client that you do approve of his request for a refund, so the client will know of your decision.
Since the client has already sent you a feedback and it is already beyond the feedback period, not giving a refund will not affect the feedback or your account status.
Please let us know if you need further assistance. We wish you all the best.