Thanks for getting in touch and sorry for the delay in replying.
We’ve checked our records and can see that the reply you received was actually relevant to your original message and included the correct steps to ask for a refund, i.e. visiting https://www.memrise.com/premium/refunds/ while logged in on web. We can see that you are eligible for a refund and you can still request it.
We have now issued a refund for your purchase - the amount will appear in your account within 5-10 days.
As a side note, the message you received also mentioned:
If you experience issues requesting a refund or you think something is wrong, please simply reply to this message.
Sorry to hear this information wasn’t very clear in our message. We’ll consider improving this to make sure this doesn’t happen to other users.
I hope this clears any confusion. Please let us know if there’s anything else we can help you with.