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Um, it may be just a shot in the dark here, but why not ask him what he was expecting from the site and didn't find in the members area? Offer him a free 30 days if he can help you go through your tour to make it more representative of your members area. Then you get a) a fan, b) a happy customer c) a better tour based on real surfer feedback.
Then if he insists on the refund, at least you know you tried.
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