Refund Policy

1. General Principles

Every refund request is reviewed individually and in good faith. This Refund Policy should be read together with our Terms of Service, which govern all purchases and use of SGHub services.

2. Eligibility for Refunds

Refund eligibility depends on the circumstances of each order, including:

• The type of product or service purchased.
• Whether delivery has started.
• Whether activation has occurred.
• Whether the service has already been substantially completed.

3. Digital Products & RoKMaster Bot Licenses

Because licenses and digital products are delivered instantly, activation is considered delivery, and they are generally non-refundable once activated. Exceptions apply:

• If the license fails to activate and we cannot resolve it within 72 hours, you get a full refund or a replacement key.
• If you purchased the wrong plan by mistake and the key has not been activated yet, contact us within 48 hours of purchase for a refund or store credit.
• Download issues caused by a broken delivery link we cannot repair entitle you to a full refund.
• Refunds are not available simply because you changed your mind after activation.
• Compatibility issues caused by unsupported systems or failure to follow the setup instructions are not refundable.
• Before any refund is considered, we will always attempt to troubleshoot the issue with you.

4. Rise of Kingdoms Services

For Piloting, piloting, farm account management and RSS selling:

• Full refund — before work on your order begins.
• Once work has begun, any refund may be reduced based on the amount of work already completed.
• Partial refund — if work is partially delivered and you report a problem within 48 hours of delivery.
• No refund — once a service is fully delivered, used, or has been running for more than 48 hours without an issue reported.
• Services cancelled by us for policy violations are not refunded.

5. Discord Services

For server architecture, bot development, moderation stacks and community systems:

• Full refund — before development begins.
• Partial refund — if delivered work is rejected for valid, documented reasons within 7 days of handover.
• No refund — once you approve delivery, or after 7 days from the delivery date, or if changes are requested outside the agreed scope.

6. Custom Development Work

Custom builds are scoped before we start. For custom work, planning, research, design, development, consultations and revisions are all considered billable work once started. Refunds for custom work follow the Discord services rules above: no refund once the deliverable is approved, and no refund for scope creep that was already quoted separately.

7. Cancellation

You may cancel an order before any work begins. After work has started, cancellation may result in a partial refund only, reflecting the work already completed. Completed work cannot be cancelled retroactively.

8. Voluntary Goodwill

Even where a cash refund is not required, SGHub may, at its sole discretion, offer store credit, a replacement service, a subscription extension or a partial refund. These goodwill gestures are made case by case and do not create an ongoing entitlement to the same treatment.

9. Non-Refundable Situations

• Change of mind after delivery or activation.
• Failure to read the product description before purchasing.
• Unsupported operating systems or hardware.
• User configuration mistakes or failure to follow setup instructions.
• Misuse of the software or services.
• Issues resulting from actions, decisions, policy changes, outages, or other circumstances involving third-party services or platforms that are outside SGHub's reasonable control.
• Payment provider delays or holds.
• Problems caused by your own device or network.
• Activated RoKMaster Bot licenses (except under the exceptions in section 3).
• Fully delivered and acknowledged services.
• Orders placed and then lost, broken or compromised because of your account or device actions.

10. Fraud Prevention

SGHub may deny a refund where there is evidence of:

• Abuse of the refund process.
• Repeated refund requests.
• Fraudulent activity.
• Chargeback abuse.
• License sharing or unauthorised transfer.
• Violation of the Terms of Service.

11. Chargebacks

If you have a problem with an order, please contact us before filing a chargeback or dispute. Most issues are resolved in a single conversation, and an approved refund is always faster than a dispute process. Active disputes may temporarily suspend the related license or service while they are reviewed. Fraudulent or abusive chargebacks may result in the suspension or permanent termination of access to SGHub services, accounts, licenses, or future purchases.

12. How to Request a Refund

Open your SGHub order and send a refund request through your private Discord support ticket. Include your order number and the reason for the request. We aim to review and respond to refund requests as promptly as reasonably possible.

13. Refund Processing

Approved refunds are processed within 5–10 business days. Refunds are issued through the original payment method whenever possible; depending on your bank or payment provider, the refund may take additional days to appear. Where approved, cryptocurrency refunds may be processed using an equivalent value or another reasonable refund method determined by SGHub.

14. Partial Refunds & Store Credit

At our discretion, we may offer store credit instead of a cash refund, or a partial refund that reflects the portion of a service already delivered or used. Store credit never expires and can be applied to any future SGHub order.

15. Exceptions

SGHub reserves the right to make reasonable exceptions on a case-by-case basis where fairness requires it.

16. Limitation

Approval of one refund request does not guarantee approval of future requests, which are reviewed on their own circumstances.

17. Contact

Refund requests and questions about this policy go through your Discord support ticket or the contact page. Always reference your order number so we can help you quickly. Submitting a refund request does not guarantee that a refund will be approved. All requests are reviewed individually in accordance with this Refund Policy.