Eligible refund not granted

I received the following response to a quote I sent under the Opportunities tab:

"Hi John, thank you for reaching out to me. That would be wonderful but you are very expensive and my son would need to meet up with you at least 5 times during the month so it’s too much for me, I’m sorry."

According to this document

https://help.thumbtack.com/article/refund-policy

I should be eligible for a refund, because the customer's first and only communication to me was a clear "no thanks."

Yet when I submitted a request for a refund, it was instantly denied. It was clearly an automatic rejection, and it seems like a mistake. My case seems to be eligible for a refund under Thumbtack's official policies. Can anyone look into this? @DustiO , do you have any thoughts?