Return and Refund Policy

Effective Date: 18.03.2026

1. Introduction

This Return and Refund Policy applies to all subscriptions and services provided by Susisoft Ltd. (Susisoft Oy, Business ID: 33555216-3) through Rorzone ("Service"). This policy should be read in conjunction with our Terms of Service and Privacy Policy.

2. Digital Service Nature

Rorzone is a digital service that provides immediate access to online features and content. As a digital service, standard return policies for physical goods do not apply. However, we are committed to ensuring customer satisfaction and comply with all applicable EU consumer protection regulations.

3. Free Trial Period

14-Day Free Trial: All new subscribers receive a 14-day free trial period. During this trial:

  • You have full access to all subscription features
  • You may cancel at any time without being charged
  • No refund is necessary as no payment has been collected
  • Cancellation during the trial prevents any future charges

How to Cancel During Trial:

  • Log into your Rorzone account
  • Navigate to "Account Settings"
  • Select "Manage Subscription"
  • Follow the link to: Paddle customer portal
  • Enter the email address associated with your purchase
  • Follow the link sent to your email to view your active subscriptions
  • Select the subscription you wish to cancel

4. EU Right of Withdrawal

Standard 14-Day Withdrawal Right: Under EU Directive 2011/83/EU (Consumer Rights Directive), consumers have the right to withdraw from a purchase within 14 days without giving any reason.

Important Exception for Digital Content: By subscribing to Rorzone and immediately accessing the Service, you expressly acknowledge and agree that:

  • The digital service begins immediately upon subscription
  • You waive your right of withdrawal as the service has been fully performed
  • This waiver applies after the free trial period ends and payment is processed

During Trial Period: You retain full withdrawal rights during the 14-day free trial. Simply cancel your subscription before the trial ends to avoid any charges.

5. Refund Policy

5.1 General Refund Policy

No Refunds for Partial Periods: We do not provide refunds for partial subscription periods. When you cancel a subscription:

  • Cancellation takes effect at the end of your current billing cycle
  • You retain access to the Service until that date
  • No pro-rated refunds are issued for unused time

5.2 Exceptions and Special Circumstances

We may provide refunds in the following exceptional circumstances:

  • Technical Issues: If the Service experiences prolonged downtime or technical issues that prevent you from using core features for an extended period (typically more than 7 consecutive days), you may request a pro-rated refund for the affected period.
  • Billing Errors: If you are charged incorrectly due to a system error, we will refund the incorrect amount in full.
  • Duplicate Charges: If you are accidentally charged multiple times for the same subscription period, we will refund duplicate charges immediately.
  • Unauthorized Charges: If you identify charges on your account that you did not authorize, contact us immediately. We will investigate and issue a refund if the charge was unauthorized.

5.3 How to Request a Refund

To request a refund under the exceptional circumstances listed above:

  • Contact us at: aleksi.siipola@ror.zone
  • Include your account details (email, Steam ID if applicable)
  • Provide a clear description of the issue
  • Include any relevant evidence (screenshots, transaction IDs, dates of downtime)

We will review your request within 5 business days and respond with our decision.

6. Subscription Cancellation

How to Cancel:

  • Log into your Rorzone account
  • Navigate to "Account Settings"
  • Select "Manage Subscription"
  • Follow the link to: Paddle customer portal
  • Enter the email address associated with your purchase
  • Follow the link sent to your email to view your active subscriptions
  • Select the subscription you wish to cancel

Effect of Cancellation:

  • Your subscription will remain active until the end of your current billing period
  • You will not be charged for subsequent periods
  • Access to premium features ends when your paid period expires
  • Your account data is retained according to our Privacy Policy unless you request account deletion

Reactivation: You may reactivate a cancelled subscription at any time. If you reactivate within the same billing cycle, you will resume your existing subscription. If you reactivate after your subscription has expired, you may be eligible for a new trial period at our discretion.

7. Payment Processing

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries regarding billing and handles returns.

Refunds, when approved, will be processed through the same payment method used for the original transaction. Most refunds appear within 5-14 business days, depending on your bank or card issuer.

8. Chargebacks and Disputes

Please Contact Us First: If you have a billing dispute or recognize a charge you didn't intend to make, please contact us or Paddle.net directly before initiating a chargeback with your bank.

Note: Initiating a chargeback without contacting us first may lead to the immediate suspension of your Rorzone/Steam-linked account to prevent further unauthorized activity.

9. Regional Variations

Finland and EU/EEA Residents: This policy complies with Finnish consumer protection law and EU consumer rights directives. You have additional statutory rights that cannot be waived by this policy.

Other Regions: If you are located outside the EU/EEA, this policy applies to the extent permitted by local law. You may have additional rights under local consumer protection legislation.

10. Force Majeure and Service Interruptions

As outlined in our Terms of Service, we are not liable for service interruptions caused by circumstances beyond our reasonable control (force majeure events). Refunds will not be provided for short-term interruptions due to maintenance, updates, or force majeure events.

11. Changes to This Policy

We may update this Return and Refund Policy from time to time. Updates will be posted with a new effective date. We will notify you of significant changes via email or through the Service. Continued use after changes indicates acceptance of the updated policy.

12. Governing Law

This Return and Refund Policy is governed by the laws of Finland and the European Union. Any disputes will be handled in accordance with the dispute resolution procedures outlined in our Terms of Service.

13. Contact Information

For questions about this Return and Refund Policy or to request a refund:
Email: aleksi.siipola@ror.zone
Postal Address: Puomikuja 7, 91980 Lumijoki, Finland
Company: Susisoft Ltd. (Susisoft Oy)
Business ID: 33555216-3