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).
I am writing this e-mail on behalf of my Webmaster team, to acknowledge your honest, punctual, and professional services. It has been a pleasure working with your team, and will continue to do so as we want to maintain a high traffic rank and all of its gains and advantages. Thank you!