Is there somewhere that VS spells out their policy on refunds when taxes are less than $50 for US bookings or £30 for UK bookings?

I have read in threads on FT if the taxes are less than $50, they keep the taxes, refund the miles, but you do not need to pay extra to cancel. This article https://frequentmiler.boardingarea.c...-cheap-awards/ says agents may try to make you pay $50, then refund your taxes and miles, but the policy is to refund both taxes and miles without the fee. My personal experience with one cancellation was that they did not ask for payment, miles were redeposited instantly, and taxes were refunded a few weeks later.

I have two VS awards on DL and KL metal that I need to get refunded. I called last week and was told I would need to pay $44.40 ($50-$5.60) for the DL flight and £6.80 (£30- £23.20) for the KL flight. I questioned this and the agent said whoever did my refund before probably got fired and it has always been policy to collect the difference between taxes paid and the cancellation fee. The agent added that he couldn't process it as the FC system is currently down.