Refund is only available when the goal rank is not achieved at the end of the package. (Please note that the rank should be the time-period average rank, such as a one-month average or three-month average). In any case, the value corresponding to the ranking achieved during this period will always be deducted from the total received.
If you want to get good search engine rankings, one of the little known ways is to improve your alexa. You will find that this is like a shot in the arm for your website to get good rankings. One of my websites climbed to #6 for my keyword in just a few weeks!