How do I get a refund?

I paid $25 for the premium subscription, which was just enough credits to complete my project. But some of the transcriptions failed to export.

Because $5 is the minimum purchase, I spent $5 more for credits to re-attempt a transcription for export (which still didn't work).

I have sent multiple messages to the customer service email address and the chatbot on the homepage, requesting a $5 refund for those credits, but I haven't gotten any response.

I'm only requesting a refund for $5 of the $30 I spent, for which still got nothing in return. How do I get in contact with an actual person who will stand behind your 'guarantee?'