Sorry, staff bashing isn't allowed, and some people might find using that word in that context a bit offensive like myself who's cousin is special needs. Also, you don't need a PIP to resolve any of the problem(s) with your scripts.
How can you say a refund is not valid if you don't even follow your TOS protocol?
The following is pulled directly off your TOS.
1) If there are any issues with the product/its functionality I will approach Divinity before escalating the matter.
2) I will allow up to 24-48 hours for a response once I have contacted Divinity before moving things forward.
(TOS pic)
https://i.gyazo.com/90c08e1822989e6e13d9645827565e75.png
Okay, first off fix your name on there or on OSBot because you aren't called "Divinity" anymore so that could confuse users. Second, you are getting mad that he DID approach you about the issues and product functionality, but you either ignored him, or simply told him that you were "too tired" to help him out, but weren't tired enough not to get on your computer/phone and send him a message. (see image below)
https://i.gyazo.com/0be6961ebc376b681ddb3a6fb60abb31.png
This ties directly into the second part of your TOS which you don't even follow. He messaged you for days and you didn't reply. I'm not talking about this week when you were in the hospital. This has been going on for months. As a service provider, you are giving clients invalid dates and "half ass" work, which I believe deserves a full refund AND complete script(s) that were purchased by this user.