I think it's good to have policies in place but I think you should take these on a case by case basis. Our businesses are a little different but you have to also think about the lifetime value of the customer and how the relationship has been. If customers don't get a credit, they could cancel the service all together. That being said, you don't want to lose money on stuff either.
I think ultimately, if the messaging is consistent up front and you make sure they acknowledge that, no credit will work. But if it happens to them multiple times in a month or something like that, I think it'd be fair to credit them something.
