1) All customer support is done through Forum. We try to respond to client problems as soon as we can. Any problem not solvable will be send up for review and recommendation from Stardock Support Team.
2) I can't respond on refund procedure, but as I remember, I never seen a complain from client stating they fail to get the refund. You can always send a ticket for refund using this link : https://esupport.stardock.com/index.php?/default_import/Tickets/Submit
Let us know if you need more information.
Stardock Community Assistant