If folks want to leave your site, make it easy - don't be like this
But sometimes it's best for you to refund and let them go.
What should you do in that case?
NOT make it difficult for the process to happen!
The Long Goodbye: 7 Sites That Make It Hard to Unsubscribe
has some examples of where "difficulity" is raised to a fine art....
(like "...Now it gets real. There's a red x next to the specific feature that we'll lose if we downgrade. The specificity triggers loss aversion. And it's not just the feature, I'm going to lose points!
To proceed, we have to really commit and click "Remove Everything" which sounds like a more extreme action that I'd intended....")
I'd recommend NOT doing such things.
What do you think?
Free (good quality) Self Help Resources
Using Mindfulness to Quiet Your Mind