We use profits to help our customers, and put them right back into support, the development of updates, new versions, and the next idea. We really only charge as much as we absolutely need to, so going lower is often not possible.
We carefully plan our policies to be fair and reasonable, and when people complain, we might change them moving forward, but in the meantime we have to stick to the policies we used to determine our pricing in the first place. We can't afford to give money back, more than we already do with our current methodology, because we have spent our previous profit developing the new version and making updates to the old version already. Offering further rebates or refunds would mean taking a hit to some other part of the business, and in the long term would mean fewer, less robust, or worse support moving forward.
Feedback, even negative, is always listened to, and appreciated.
