We marketed ourselves as anonymous as long as is was safe for us. Afterwards, when the market rules and legal regulations changed, we dropped the anonymity and stopped marketing ourselves as so. Right now, ChangeNOW is advertised as registration-free because this is the most we can afford to do to let our customers retain thair privacy. When a customer is stopped for KYC, they can rightfully (but explicitely!) refuse to submit their documents. In that case, they receive a refund subtracting the network fee.
No one from Privcoin came to our support to request a refund. Actually, we have never received any messages from Privcoin ever since the situation occurred.

Hope this was clear enough.