The original question is ambiguous. We don't know whether the company is underperforming what it predicted at time of investment or whether it is "merely" underperforming what the investor expects.
However, one thing is clear, the expectations of the company and investor are now not consistent. The company is expecting more help and the investor is expecting more sales.
It's a bit of a red flag when the company talks about "unwritten principle" wrt investor help. Did the investor agree to that BEFORE investment? (When you take "smart money", you get explicit agreement on both the "smart" and the "money".)
It's also unclear what the company means by "burning bridges". What, exactly, are you considering? The right answer is "we're going to keep our investors informed, ask for help, and work like crazy". Note how that doesn't depend on how the investor feels or acts....
> When you took the money from the angel, did you set those expectations or ask?
Epstein isn't big on providing relevant details.
You're at least the second person to ask about whether his expectations regarding investor help were part of the investment deal.
We also don't know whether his company is missing the predictions that it provided to the investor before investment.
We don't even know what he means by "burning bridges". Is he thinking of not providing information to the investor? Is he planning to publically shame the investor? Is he planning a quiet whisper campaign?
I'll go out on a limb and predict that he's not planning to give the money back....