Why Apple not allowing developer to make a refund requested by the user?

My name is mk saffi and im having a conversation with dev cust servce through the apps that developer build and the apps can be download from Appstore.

In the conversation ( which is ive screen shoot ) saying that Apple not allowed developer to make a refund . i am speechless so i did try to contact Apple and attached the screen shoot. No Reply. mean No Answer mean “No reply is an answer” .

so i decided to join this community to ask in general who ever had the same experienced like me

p/s- i cant mention the developer.

my intention to create awareness among the user bout their rights when purchase has been made and it cant be refundable at all BUT… the way help button is design also misleading the point of helping at all.