Refunds

Refund Policy

Last updated: 2 June 2026

This Refund Policy explains when and how refunds apply to rohcode's services. It forms part of, and should be read with, our Client Services Agreement. If you are a consumer, your statutory rights apply in addition to this policy (see section 5).

1. What you pay, and what's refundable

Your total charge is made up of three parts:

  • Build fee — covers setting up and building your site. Not refundable.
  • Component fees — cover the specific catalog items in your Build Order. Refundable before your site goes live, on the conditions below.
  • Domain fees — the cost of registering or renewing your domain. These are disbursements we pay on your behalf to the domain registry, so they are not refundable.

Before your site goes live, you may request a refund of your component fees. The build fee and domain fees are not refundable.

Once your site is live, no part of the charge is refundable, because the service has been delivered.

2. Payment-processing fees on a refund

Where you request a component refund, the Stripe payment-processing fees charged on the component amount are not returned to us and are not recoverable. Those fees are borne by you and deducted from the amount refunded.

3. The monthly plan

The €19 monthly plan is not refundable, but you are never locked in: you can cancel it at any time to stop all future charges, which simply pauses your site (see the Client Services Agreement). The first 30 days are included at no charge, so you are not billed for the plan until a month after your site goes live.

4. CONSULT and bespoke work

A CONSULT hour is paid in advance and is not refundable once the consultation has taken place, because the diagnostic service has been delivered. If you book a CONSULT hour and we are unable to hold the session, you will receive a full refund. Any separately quoted bespoke engineering work has its own refund terms, set out in the quote you approve before that work begins.

5. If you are a consumer

If you are buying as a consumer (not for purposes related to your trade, business, or profession), you have a statutory right to cancel a distance contract within 14 days of entering into it. Because our service involves us beginning work quickly:

  • at checkout you will be asked to expressly request that we begin work without waiting, and to acknowledge that you lose the right to cancel once the service has been fully performed (your site delivered and live);
  • if you cancel within the 14 days before the work is fully performed, you are entitled to a refund, less a proportionate charge for the work already carried out;
  • once the service has been fully performed with your prior consent, the statutory cancellation right no longer applies.

These statutory rights apply in addition to everything above and cannot be reduced by this policy.

6. How to request a refund

To request a refund, email ryan@rohcode.com with your account details and the reason for your request. We will respond promptly, and we aim to do so within five working days.