They straight up incompetently dodged the question whenever it came up and tried to turn it into some patronizing and belittling "we understand that you're scared of the future" statement every single time.

They deserved to fail on that point alone. Either promise refunds or promise none; either way you're signaling a form of confidence in your product and making the expectations clear to your users.

Refusing to answer on that point made it clear where their confidence was and how weasely they felt they needed to be to sell their product.