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.
I have to send this email to thank you for the great job you guys have done with my Alexa Rank. It’s honestly an impressive result… so glad I found you!