Legal
Refund policy
When you get your money back for website projects, care plans and hosting, how to ask for it, and the rights the law gives you.
Last updated 10 Nov 2026
The short version
- Haven't started? Full refund Cancel before design work begins and your advance comes back, minus any bank charges.
- You only pay for work done Cancel midway and you keep everything finished so far. The rest of the advance is refunded.
- We fix what we built If something doesn't work as agreed after launch, we fix it at no charge.
- Paid within 10 business days Refunds go back the way you paid, in the same currency.
On this page
At a glance
In short What happens in each situation, on one table.
| Situation | What happens |
|---|---|
| You cancel before design work starts | Your advance is refunded in full, minus any bank charges |
| You cancel during a project | We keep payment for completed work and refund the rest of the advance |
| Work is completed and approved | Not refundable, but we fix anything that doesn't work as agreed |
| Monthly care plan | Cancel at the end of any billing month |
| Yearly care plan cancelled early | Unused full months are refunded |
| Hosting cancelled before setup | Full refund |
| Hosting cancelled after setup | The paid period is not refunded, and the service ends when it does |
| A server doesn't match your plan and we can't fix it in time | That billing period is refunded in full |
| A service ended for breaking the acceptable use rules | Not refunded |
Before design work starts
In short Cancel before we begin and you get your advance back.
If you cancel before we begin design work, we refund your advance in full, minus any bank charges on the transfer.
During a project
In short You pay for what was finished, and you keep it.
If you cancel after work has started, we keep payment for the work completed so far and refund the rest of the advance. You receive everything finished up to that point.
We'll show you in writing how we worked out what was completed, so you can see where the amount comes from.
After launch
In short Approved work isn't refundable, but we fix what doesn't work as agreed.
Completed and approved work is not refundable. If something we built doesn't work as agreed, we fix it at no charge.
Care plans
In short Monthly plans stop at month end. Yearly plans refund the months you did not use.
Monthly plans can be cancelled at the end of any billing month. Yearly plans cancelled early are refunded for the unused full months.
Hosting: VPS, game servers and dedicated servers
In short Full refund before setup. After setup, the period you paid for stands.
- Before setup. If you cancel before we set up your server, we refund your payment in full.
- After setup. The billing period you have paid for is not refunded, because we reserve the server for you for that period. You can cancel so the service ends when the period does.
- If we can't deliver. If your server doesn't match the plan you ordered and we can't fix it within 3 business days, we refund what you paid for that billing period in full.
- Breaking the rules. Services we end because they broke the acceptable use rules in our terms are not refunded.
If we cancel
In short If we stop work and you did nothing wrong, you get back what we didn't deliver.
If we end a project or service when you haven't broken our terms, we refund any part you paid for and didn't receive. You keep everything finished up to that point.
Your legal rights
In short If the law where you live gives you more, the law wins.
The rules above are our own policy. They add to your legal rights and never replace them. A consumer is someone buying for personal use rather than for a business.
EU, EEA and UK consumers
You can usually withdraw from a contract made online within 14 days of making it, without giving a reason. Tell us clearly by writing to hello@rogueberg.com within that time, and we'll refund you.
If you asked us to begin within those 14 days and then withdraw, you pay for what was already provided. The right ends once a service has been fully delivered, if you agreed to that beforehand. It doesn't apply to work made to your own specification.
India
The Consumer Protection Act, 2019 protects you if a service is deficient. You can call the National Consumer Helpline on 1915 or complain to the consumer commission where you live.
Australia and New Zealand
Our services come with guarantees that can't be excluded by law, including a remedy for a major failure.
Everywhere else
Where a local law gives you a right to a refund that can't be waived, that right applies.
How to ask for a refund
In short Email us your invoice number. We reply within 48 hours.
- To request a refund, write to hello@rogueberg.com with your invoice number and what went wrong.
- We acknowledge your request within 48 hours.
- We check it against this policy and tell you the outcome and the amount.
- If a refund is due, we pay it as described below.
How refunds are paid
In short Back to the original payment method, in the original currency.
Refunds go back to the original payment method in the original currency within 10 business days. Exchange rate differences and bank charges on international transfers are not covered.
If you disagree
In short A named grievance officer reviews it, and you can go to a consumer authority.
Write to our grievance officer at hello@rogueberg.com. We acknowledge within 48 hours and aim to resolve it within one month. You can also go to a consumer authority at any time, as described under your legal rights.