Refund Policy
This Refund Policy explains how Pixentra handles payment refunds, cancellations, and eligibility for our website, products, and services. By making a purchase or using our services, you agree to the terms outlined in this policy.
Overview
We want every engagement to start on the right foot. Where a project or plan is cancelled, this policy sets out what is refundable and what is not, based on the work already delivered.
Eligibility for Refunds
Refund requests are considered when they are made within the windows described below, the account is in good standing, and the reason falls within the categories set out in this policy.
Non-Refundable Services
Work already delivered, third-party licences and fees paid on your behalf, custom design or development already handed over, and breaches of our Acceptable Use Policy are not refundable.
Cancellation Before Project Start
If you cancel before any work has begun, any payment you have made is refunded in full, less third-party fees already paid on your behalf. We confirm every cancellation by email.
Cancellation After Work Begins
Once work has started, we refund only the value of milestones not yet begun. Work completed up to the cancellation date is billed at the agreed rate and is not refundable.
Milestone-Based Payments
Projects are invoiced by milestone. Completed milestones are non-refundable, and unstarted milestones may be cancelled at any time without charge.
Revision & Resolution Process
If you are unhappy with a deliverable, tell us first. We will revise the work within the scope agreed, or — where the issue cannot be resolved — consider a partial refund for that milestone.
Refund Timelines
Requests are acknowledged within two business days. Approved refunds are issued to the original payment method within 7–10 business days; your bank or card issuer may need additional time to post the credit.
Payment Method & Processing
Refunds are returned to the original payment method wherever possible. Where that account is closed or no longer available, we will agree an alternative method with you in writing.
Chargebacks
Please contact us before raising a chargeback with your bank. A chargeback opened before we have had the chance to resolve the issue may delay the refund or remove it from eligibility.
Exceptions
We may make an exception to any rule above where a service failure was on our side, or where applicable law requires it. Exceptions are granted at our reasonable discretion and confirmed in writing.
Contact Support
Email pixentraofficial@gmail.com from the address on the account with the project or invoice reference and a short reason. We acknowledge requests within two business days.