Refund denied?

Hi,
Some providers here have in terms that they offer a refund for the first 3 or 7 days for the first order. So when i go within 3 days to them and make them clear i want a refund because the Support is for me to slow (simple question 27 Hours, it was working day) and they tell you no refund will be placed.
So basically is that ok from his side? He as nothing in his TOS who reserves him the right to denied a refund basically.