01 Scope and guiding principle
This policy applies to Pixelalty’s custom website design services (Launch, Growth, Premium, and Advanced / Ecommerce) and $499 real estate listing videos. Read it with the Terms of Service and your agreed project scope.
Custom production commits time and may involve costs that cannot be recovered. Payments are generally non-refundable to the extent they properly compensate work performed and permitted nonrecoverable costs. That does not make every payment non-refundable or allow Pixelalty to retain an unearned balance without a lawful basis. Applicable non-waivable rights always remain in place.
02 How to request cancellation or a refund
Contact us promptly through Contact Pixelalty or @pixelalty on Instagram. Provide your name, purchased service, order/receipt reference, the requested outcome, and a brief explanation. Do not send full card numbers, passwords, or authenticator codes.
We may reasonably verify the payment and requester’s authority, review the agreed scope, work completed, approvals, and incurred costs, and ask for details needed to investigate. Once we receive a clear cancellation request, we will take reasonable steps to stop avoidable further work and costs while the request is assessed. We will communicate the outcome and the basis for any deduction in writing.
03 Before substantive custom work begins
If you cancel before meaningful custom work has begun, the starting position is a full refund, less only previously authorized, disclosed, genuinely incurred nonrecoverable costs that may lawfully be deducted. If no such work or costs exist, we will refund the full service payment.
Receiving an order, sending an automated acknowledgment, or simply opening a questionnaire does not by itself make the entire price earned. Substantive work may include project-specific planning or architecture, design, coding, content preparation, editing, or other custom production actually performed. We will explain what was done rather than rely solely on a label.
04 After substantive work begins
If you cancel after work begins, we may retain the reasonable value of custom work properly performed within the agreed scope and permitted, authorized nonrecoverable costs. We will account for the remaining unearned payment and refund it where due. Partial completion is not automatically full completion.
The assessment may use an agreed milestone allocation or a reasonable, explained assessment of the completed portion if no allocation was agreed. We do not invent an undisclosed hourly rate after cancellation, charge twice for the same item, or retain the whole price merely because some work occurred. Work outside the agreed scope is not automatically chargeable.
A change of preference or cancellation does not require repayment of the properly earned portion for otherwise conforming custom work. Your statutory rights and remedies for a failure to deliver the promised service are unaffected.
05 Reserved time and cancellation accounting
A deduction for reserved production time is not automatic. It requires a specific charge or method disclosed and agreed before booking, a reasonable relationship to an actual loss that could not reasonably be avoided, no double recovery with work or other costs, and permission under applicable law. We will take reasonable steps to mitigate avoidable losses. There is no standard punitive abandonment, restart, or cancellation fee in this policy.
Where applicable, the cancellation accounting is: amounts paid to Pixelalty, less properly earned agreed work and permitted costs, with the balance refunded. A credit or substitute service can be offered as an option, but it will not replace a cash refund you are entitled to receive unless you agree.
06 If Pixelalty cannot provide the service
If we cannot complete the purchased service for reasons attributable to Pixelalty, we will explain the issue and provide an appropriate refund for the undelivered work. A full refund is appropriate where no usable agreed work has been delivered and no lawful deduction applies. Where usable agreed work has been delivered, we will account for its value and any applicable rights concerning the unfinished or defective work.
Where reasonable, we may first offer a correction or a revised plan, but you do not have to accept an unrelated substitute in place of a refund the law requires. This policy does not excuse failure to perform or permit us to keep money for work we have simply chosen not to provide.
07 Quality concerns, revisions, and changed preferences
Tell us specifically how the work differs from the agreed scope and give us a reasonable opportunity to investigate and correct a genuine issue where appropriate. An error we introduced or a failure to deliver an agreed feature is not an optional paid revision merely because you identify it during review.
Included revisions remain Launch: 1 consolidated round; Growth: 2; Premium: up to 3; Listing Video: 1; Advanced: as agreed in writing. A new concept, complete redesign, extra pages, new functionality, ecommerce additions, booking system, integrations, or substantially new content may require a separate quote. Unused included rounds are not cash credits.
Dissatisfaction based only on a later preference change, hoped-for business results, or functionality that was never included does not automatically create a full-refund entitlement. This does not limit a remedy for misleading promises, defective work, or another legally protected claim.
08 Customer delays, holds, and abandonment
Missing usable photos, copy, product details, access, feedback, or approvals pauses affected production. Launch, Growth, and Premium estimates begin after all start requirements are satisfied and do not guarantee completion despite customer delays.
Consistent with the Terms, a material response missing for 14 calendar days after a written request may lead to a notified hold. After 60 consecutive calendar days without a meaningful response, we may send a final written notice allowing at least 14 further calendar days before closing the inactive project. A longer hold agreed in writing takes precedence.
A later restart may need rescheduling. If substantial new rework is actually needed because of the delay, we may quote it in advance; no automatic reactivation penalty applies. Delay or closure does not automatically forfeit the entire payment. We will account for legitimate completed work and permitted costs and refund any unearned balance due.
09 Scope disputes and Advanced projects
Advanced / Ecommerce begins at $2,999 and is custom scoped; that is not a guaranteed final price for every project. Page/product counts, functionality, migration, integrations, subscriptions, complexity, and approved changes may increase the cost.
A request for expanded work does not require us to do it at the original price. We will explain the change and quote it before undertaking additional chargeable work. If you decline, we can continue the original feasible scope. If no workable scope is agreed, cancellation is assessed using actual authorized work and permitted costs, not a blanket forfeiture.
If an Advanced starting payment was made before a suitable scope was agreed and we cannot reach agreement, payment for work not performed will be returned, less only any permitted, previously authorized costs. We will not force acceptance of an undisclosed higher final price.
10 Unusable or unauthorized materials
You must provide usable content and the rights needed for the intended project. A listing photograph or other material is not licensed for our use merely because it appears on Zillow, Realtor.com, an MLS, Google Images, or another website.
We may request replacements, pause work, or decline an unlawful or unsafe instruction. If the project ends because appropriate inputs cannot be provided, we account for legitimate work already performed and permitted costs. This is not automatic forfeiture of the full payment.
11 Third-party and payment-processing costs
Domains, hosting, subscriptions, plugins/apps, booking or ecommerce platforms, licensed assets, integrations, and similar third-party charges are separate unless expressly included. Charges you pay directly to a provider are governed by that provider’s refund process; we cannot promise a refund on its behalf.
A provider expense we incurred for your project may be deductible only if authorized, disclosed, actually incurred, nonrecoverable, and lawfully deductible. We will seek an available provider refund where appropriate and credit amounts recovered for the same cost to avoid double recovery.
We do not automatically subtract an undisclosed Stripe or card-processing fee from a refund. Provider policies do not override a non-waivable right you have against Pixelalty. A service payment also does not automatically cover your future recurring platform bills.
12 Duplicate, accidental, and disputed payments
Report an accidental duplicate or double charge with the relevant receipt references. Once verified as an unintended duplicate for the same purchase, we will refund the duplicate amount. A separate intended order is not a duplicate simply because it uses the same payment method.
If you selected the wrong service, contact us quickly; correction or cancellation depends on whether authorized work or costs have begun. Do not make another payment merely because you have not located your receipt or questionnaire.
You retain lawful payment-dispute rights. We encourage contacting us first, may provide relevant records to the processor, and may pause affected work during an unresolved reversal. Knowingly fraudulent, duplicate, or bad-faith claims may lead to lawful recovery of legitimately owed sums. There is no automatic dispute penalty, and any reversed or refunded amount is accounted for so it is not collected twice.
13 Refusal, termination, and circumstances outside our control
Where work is paused or terminated for nonpayment, prohibited content, missing permissions, a material breach, or a genuine security/legal risk, the same fair accounting rules apply. We may keep only properly earned amounts and permitted costs, subject to law.
If an event outside reasonable control makes completion impractical for an extended period, we will discuss rescheduling, an agreed alternative, or cancellation and a fair accounting. An outage or other disruption does not justify keeping an unearned payment indefinitely.
14 Refund method, timing, and remaining rights
Approved refunds are normally returned through the original payment processor and payment method. We will confirm the approved amount, explain any lawful deductions, and initiate the refund without unreasonable delay, subject to applicable legal deadlines. When money appears in your account depends on the processor, bank, and payment method; we do not guarantee their posting date.
If the original method is unavailable, we will work through the processor and reasonably verify any alternative arrangement. Refunds do not require you to supply a password or authenticator code. Where a payment dispute is already open, processor handling may determine the appropriate route to avoid a duplicate reimbursement.
Nothing here excludes a refund, cancellation, correction, damages claim, or other remedy that cannot legally be waived. A review/approval period in our Terms is not a waiver of hidden defects or statutory rights. Applicable mandatory law controls over an inconsistent policy provision.
15 Contact and related policies
For help with cancellation or a service concern, use Contact Pixelalty or @pixelalty on Instagram. Read our Terms of Service and Privacy Policy, or return to the Pixelalty homepage.