Issue with requesting a refund as an EU citizen

Hello, I wanted to request a refund for the Pro 200 subscription that just got renewed again and I found that as a member of EU I should have a right for prorata refund on the subscription if I request it within the 14 days of the purchase. On the official site there is written I should write to the chatbot, but when I try to request a refund through it, it just writes me: """Thanks for reaching out. Unfortunately, we're unable to issue a refund for this subscription. Our refund policies are subject to compliance with our Terms of Use.""". Can someone help me how I can get the refund? I can't even reply anything to this chatbot as it just says that the case is closed. For people that got a refund, how did you do it?