A post to the RSI Community Forums from Ben Lesnick addresses the question of whether Cloud Imperium will offer refunds for other Star Citizen customers following the news that they'd refunded the pledge of Derek Smart due to his outspoken criticism of the space game's crowdfunding. He says: "We refunded Mr. Smart’s package because he was using Star Citizen as a platform to gain attention as part of a campaign to promote his ‘Line of Defense’ space game." Smart disputes this to PC Invasion, saying that he's never posted to their website and calling the post "pure libel." For those looking to get a refund by getting Smart with them, Lesnick adds a warning: "that is not to say you can get your money back by simply being as obnoxious as possible; we’re also able to ban accounts from the forums without requiring a refund." Here's the post:

I believe I can clarify this. We refunded Mr. Smart’s package because he was using Star Citizen as a platform to gain attention as part of a campaign to promote his ‘Line of Defense’ space game. Our ToS (or in this case, the Kickstarter ToS) allows us to refund troubled users who we would rather not have interacting with the community. The process lets us entirely disable their accounts, preventing them from playing the finished game. Think of it as the video game equivalent of a ‘we reserve the right to refuse service to anyone’ sign in a restaurant. We’ve used this ability a limited number of times in the past, always with the aim of improving the community (until today, the most famous example being our old friend jcrg99/Manzes/PonyMillar/he of many other alts.)

I do now want to stress that that is not to say you can get your money back by simply being as obnoxious as possible; we’re also able to ban accounts from the forums without requiring a refund. But sometimes we take a look at a user and decide that they’re so toxic or their intentions are so sinister that we simply don’t want them associated with Star Citizen.

As for refund requests working the other way: per the ToS, we’re not required to offer them. We do try and work with backers who are facing hardships, but the hard truth is that the money is by necessity being spent to develop a game rather than sitting unused somewhere (that being the significant difference with Steam; those refunds are taken out of their games’ profits rather than their development budgets.)