Since we’ve gone to a subscription based system the policy has always been to extend subscriptions of the membership when there have been significant usage problems. I’m aware performance has been worse than usual the last 2 months and that it has also improved within the last 10 days after I instituted a global change. The next issue of any kind that we experience will result in another extension of subscriptions. That policy will continue.
We’ve not processed refunds in the past, pro-rata or otherwise. We won’t in the future as long as the SDMB continues to operate. Cancellation of an account might be done but it would not entail a refund as well. Since there are no refunds we’d lean in the direction of not canceling an account because desires can change over time and the subscription usage period still remains in effect. The only situation I’m aware of where refunds were ever discussed as an option was years ago and involved the SDMB being offline for a long period of time with the slim chance it was not going to be brought back online. I hesitate to even bring this up since there is a close to zero chance for this to happen but there is the possibility of refunds if the SDMB was no longer a going concern. Those refunds would be tied to a very specific one time event.
Edit: And now that I think about it the extended offline period was before subscriptions so that wasn’t even the context of the refund discussion. The refund discussion probably occurred during the initial decision making process to go to subscriptions.