Guest cancels after arrival, requesting refund

[Alexia40]

I hosted a couple that booked to stay for 10 days. 

On the morning of the 4th day, the couple got into a heated argument, they fought (items from the apartment were thrown and broken). They made such a spectacle, neighbors came to see what happened. The wife was being very rude too. The husband tried to calm her. It so happened that she's bipolar and was off her meds to which the husband wanted her to take and that is what caused the entire altercation.

Police were called but in Jamaica, they are not forthcoming, so they arrived long after the incident happened and after the guests had left the apartment.

The wife left on the next flight back to America. The husband also left shortly thereafter. 

At about midnight, the wife messaged me through Airbnb requesting a refund  of the remaining days she had left. 

I have already gotten the payout, I'm conflicted to give her back a refund because I don't think she deserves it. What should I do?  I can not find a cancelation policy that fits my dilemma.  

[Branka-and-Silvia0]

@Alexia40  You have a flexible cancellation policy and if you didn't change it since your guest booked they will be refunded according to it. BUT... first, they have to cancel to be refunded and the refund will be counted from the cancellation date, not since the date when they left.

Do not cancel by yourself and do not agree they cancel if they ask you to. They can cancel without your agreement. If you agree then you will be penalized.

Their refund will be deducted by Airbnb from your future bookings. Do not refund them by yourself.

Here is the explanation

https://www.airbnb.com/home/cancellation_policies#flexible

[M199]

@Alexia40 

Take @Branka-and-Silvia0 advice.  If you haven't already, call Airbnb, talk to a live person and asks them to add a complete history of the incident to the reservation.  Thos should help if there is a future issue with these guests.  Be proactive and make sure Airbnb makes the notes on file.  Get and record the rep's name, save that and date and time of call.

Good luck.