I hear you, except you don’t address the refunds and cancellations concerns. I now have a habit of only using software that makes refunds and cancellations pain free. I shouldn’t have to email you to cancel, this is just creating a false barrier to make your users life more difficult so maybe they won’t cancel and you can get another charge out of them. The fact that you believe this impacts a small minority of users and your overall response to this is very disconcerting. This impacts all of your users, only some of them are complaining. I also guarantee that you aren’t reaching your full potential because people are reading those comments and not signing up in the first place.