Craig,

First of all let me say how sorry I am that this has happened to you. Please believe me when I say that this is definitely not the way we normally operate. So I quickly checked our support system and I have to tell you that I do not find your original request for refund there, and of course I cannot say why it never reached us. However, I do see that the request you sent today has arrived in our system and it is now an open support ticket. This means that our support team will take car of you and you should receive a response and the refund taken care of in the next couple of days. (It may take until Monday since the banks/credit card companies sometimes don't process refunds over the weekend).

Again, please accept my apologies for this.