The thing is that the funds were not sent to a wrong ETH address but were sent using auwl different network. Because of this, I do not think that this phrase from their ToS is applicable to the case. Personally, I think that Roobet can help him out, however I do not have enough knowledge for the process itself so I have no comment of how much time and effort it can consume.

My suggestion is this:
Perhaps Roobet help the user with his concern, but make the user pay for the inconvenience he has caused for the company.