You are referring to a past event, not a policy that extends into the future. "We always have." is strictly a past event. What about the future? Will every refund request be honored in the future?
So let me get this straight... you want me to ... wait for it ... predict the future.
For someone who won't "predict the future" regarding his own company's policy, you sure do love to predict the future of your competitors:
That said, after reviewing the new information coming out of the bASIC camp and the Avalon camp, I'm pretty convinced we won't see a shipping product on their current timelines either
Congrats on yet another delay. Stop with the CYA and make the refund policy official and put it on the website. You owe it to your "customers".