Refunds and complaints
If work has not started yet, the prepayment is refunded in full. Once work has started, the prepayment is not refunded because it covers work already done. I reply to complaints within 5 working days.
Effective from 27.09.2026
01Prepayment
- If you cancel before work starts, I refund the prepayment in full.
- Once work has started (brief, structure or design has begun), the prepayment is not refunded: it covers planning and the first stage.
- If more work has been done than the prepayment covers, the work done is invoiced.
02If you are a private person
Consumers may withdraw from the contract within 14 days. If I started work at your request before that period ended, I refund the prepayment minus a proportional share of the work already done.
03What is not refunded
- Work that has been delivered and approved.
- Costs already paid to third parties (domain, hosting, stock images, licences).
04How to make a complaint
If the result does not match what we agreed, write to info@rasterberry.com within 14 days of delivery and describe what is wrong. I will reply within 5 working days and fix what differs from the agreement within a revision round.
05Refund payments
Agreed refunds are paid within 14 days to the account the payment came from.
06If we cannot agree
Consumers may turn to the Consumer Disputes Committee (ttja.ee). Disputes with businesses are settled in Harju County Court.