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. The build fee
Your build fee is made up of two parts:
- a base build fee, which covers setting up your project and beginning the work; and
- component fees, which cover the specific catalog items in your Build Order.
Before work begins. If you cancel before we have started work, your build fee is refunded in full, less any non-refundable payment-processing costs (see section 4).
After work begins, before your site goes live. Once work has started, the base build fee is not refundable, because the work it pays for has been done. The component fees remain refundable up until your site goes live, less any non-refundable payment-processing costs.
Once your site is live. Once your website has gone live, the build fee — including component fees — is not refundable, because the service has been delivered.
2. 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.
3. 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.
4. Payment-processing costs
Where a refund is due, we refund the amount actually recoverable. Payment providers such as Stripe may retain a processing fee on the original transaction that is not returned to us when a refund is made. Those non-recoverable processing costs are deducted from the refunded amount.
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.