I don't think the issues with New Relic was necessarily Heroku's problem. Sure, Heroku did have some outdated info on their website and their logs may not be fully accurate, but I personally don't think that they should provide refunds for that. Solving the problems that have been raised would be a better service to their customers. Providing refunds probably doesn't help Heroku create a better service which is what I think will matter long term.