PDF Guru Refused My Promised Refund After Free Trial Charge

I started using PDF Guru with a free trial and did not intend to continue with a paid plan. Before my free trial ended, I tried to enter the website to cancel, but the site was not loading at all due to technical issues, which prevented me from cancelling in time. I did not receive any message or notification that my free trial was over. After this, I saw that 5,600 PKR had been charged to me as a monthly payment. On the same day I noticed the charge, I contacted PDF Guru support and requested a refund. They replied by email and clearly told me that my refund would be given within 14 days, so I relied on this promise and waited. When I later asked about the status of my refund, I was told that the refund could not be made because I am not an EU citizen and that once the website charges you, the refund cannot be made. At no time during registration, during the free trial, or during my first refund request was I informed that the refund policy applied only to EU citizens, and I was never asked about my location. I am in Pakistan, and this limitation was not clearly disclosed to me. I feel misled because I was first promised a refund in writing, and only later was I told about this EU‑only restriction, even though technical problems on their website stopped me from cancelling the free trial on time. I request that PDF Guru honour the earlier written promise and refund the 5,600 PKR taken after my free trial, or provide another fair solution that properly considers the technical issue and the lack of clear information about the refund policy.