I had the same experience - no reply, until I 'hunted' the software 'owner' down in a discussion Forum - and posed my request publicly. The guy was unwilling to modify his policy, saying that if he did this for me, he would have to do it for everyone.
So, now, I make a point of (privately) letting folk know exactly how poor his service was - and that this is what they should expect from all of his products.
On the other hand, I am happy to tell ANYBODY, that - even after their trial licence has expired, all they have to do is to contact Juan - and explain things. The PixInsight policy is very strong, and certainly has trust and satisfaction right at it's very heart - surrounded by stunningly clever code, of course!
Cheers,