Webligo Developments

I have paid for a technical support service, which "usually" involves to be replied about technical questions but it seems support people of this company think different. They didn't want to answer my technical questions arguing my questions meant customization work on their end when it was not that way, my questions were merely technical information about the software they sell.
Afterwards, as I was told that I was not going to be replied on that, so I asked for a refund but they denied it arguing in this opportunity that support policies are clearly stated at their website reading that no customization work is available from technical support, but again, I never asked for a customization work on their end but for technical info on their software.