My existing free "companion" app for a real-world service is now having in-app purchases imposed upon it. Our app has been live for several years. Only recently did Apple demand we implement IAP.
My most important questions are around refund eligibility for our service.
Since both we and the customer are aware that our paid service may not yield the results the customer wants, a crucial part of our service is a "money back guarantee".
If the customer's usage of our service, and the level of service we've provided is below an agreed minimum threshold, and the customer makes the claim within a specific number of days, we already provide refunds for our existing customers via standard payment processing platforms, e.g. Stripe, PayPal, etc. We make the decision whether to issue the refund, not the payment processing platforms.
Our terms go above and beyond statutory rules. Distance selling rules and cooldown periods still apply, because the law demands it. We also grant our customers much more time to be able to claim a refund.
Apple's support so far has been evasive and not confirmed whether their IAP systems will allow us to continue to provide our "money back guarantee", even though they are demanding we implement it.
I can only see this forced implementation of IAP as a lose-lose situation. We either lose customers because the guarantee is not present, or we lose customers and goodwill in our business sector because the refund policy at Apple won't allow our own terms to be honored.
Does anybody else have experience of in-app purchases with custom refund terms?