01 Requesting a cancellation
Contact Pixelalty through the contact page or @pixelalty on Instagram with your order reference, service purchased, and the reason for your request. Do not include full card numbers. We will review the project stage and explain the proposed resolution. Your non-waivable legal and payment-dispute rights remain intact.
02 Before substantive custom work begins
Cancellation and refund requests may be reviewed before substantive custom work begins. If no substantive work or authorized nonrecoverable costs have occurred, the payment will be refunded. If authorized costs were already incurred, we will explain them and review a fair resolution consistent with applicable law. Merely receiving an order is not substantive custom production.
03 After substantive custom work begins
Because these services involve custom production, payments are generally non-refundable once substantive custom design, development, or editing has begun, except where required by law or where Pixelalty cannot provide the purchased service. This does not excuse failure to deliver the agreed service. We will review the work completed, the remaining scope, the issue reported, and available remedies, including a proportionate refund where appropriate.
04 If Pixelalty cannot provide the service
If we cannot provide the purchased service, we will tell you and review an appropriate refund, including a full refund where no usable agreed work has been delivered. Any alternative scope or credit requires your agreement; it will not replace a refund you are entitled to receive.
05 Duplicate or accidental duplicate payments
Report an accidental duplicate charge with the receipt references. Once verified as a duplicate of the same purchase, it will be refunded. Do not make a second payment merely because you have not yet received instructions; contact us first.
06 Missing, delayed, unusable, or unauthorized materials
Production waits for complete, usable, authorized materials and required access. Customer delays pause estimated timelines. We may request replacements, pause the project, or discuss cancellation if the inputs cannot be supplied. Delay alone does not automatically forfeit your payment. Any refund depends on the actual work performed, authorized costs, the agreed scope, and applicable law.
07 Revisions, scope changes, and dissatisfaction
Use the revision allowance to request consolidated changes within the agreed scope. New pages, new functionality, additional rounds, or a complete redesign after approval may require a new quote. Tell us promptly if the delivered work does not match the agreed scope so we can investigate and offer a reasonable correction or other appropriate remedy. A preference change does not automatically create a refund entitlement after custom work has been performed.
08 Advanced payments and third-party charges
The $2,999 Advanced payment relates only to a confirmed starting scope. Additional requirements must be approved separately. Third-party subscription, domain, platform, asset, or processing charges are subject to the relevant provider’s terms; we do not promise refunds of sums paid directly to other providers. Pixelalty will not treat provider terms as overriding your non-waivable rights against Pixelalty.
09 Refund method and processing
Approved refunds are returned through the original payment processor and payment method where possible. The time funds take to appear depends on Stripe, your bank, and the method used. We will confirm an approved refund and its amount; we do not guarantee a bank posting date.
10 Questions
Read this policy together with our Terms of Service. Contact us if you are unsure whether a package fits before making payment, particularly for custom Advanced / Ecommerce work.