Refund Policy

1. Refund Eligibility

Refunds may be issued under the following circumstances:

• Order Not Started: If your order has not entered production, you are eligible for a full refund.
• Significant Quality Issues: If the delivered content has significant quality issues that were not addressed through our revision process, you may be eligible for a partial or full refund at our discretion.
• Service Failure: If we are unable to fulfill your order due to circumstances on our end (e.g., talent unavailability, technical failures), you will receive a full refund.
• Missed Deadlines: If we fail to deliver your order within the agreed-upon timeframe and you no longer need the content, you may request a full refund.

2. Cancellations

You may cancel an order at any time, but the refund amount depends on the stage of production:

• Before Production Starts: Full refund (100%) of the order amount.
• During Pre-Production: 75% refund. A 25% fee applies to cover creative planning, script development, and talent coordination already completed.
• During Production: 50% refund. A 50% fee applies to cover production costs including filming, talent fees, and resources already allocated.
• During Post-Production: 25% refund. A 75% fee applies as the majority of work has been completed.
• After Delivery: No refund is available after the final content has been delivered and approved, except in cases of significant quality issues as described above.

3. Refund Process

To request a refund, please follow these steps:

• Contact our support team at support@pixelgate.io or through the in-app support chat with your order details.
• Provide a clear description of the reason for the refund request, including any supporting documentation such as screenshots or specific feedback.
• Our team will review your request within 3 business days and notify you of the outcome.
• Approved refunds will be processed within 5–10 business days to the original payment method used for the order.
• You will receive an email confirmation once the refund has been processed.

4. Non-Refundable Items

The following items and services are not eligible for refunds:

• Rush Fees: Additional charges for expedited delivery are non-refundable once the rush production has commenced.
• Custom Music & Licensing: Third-party music licensing fees and custom audio production costs are non-refundable as these are procured from external providers.
• Platform Subscription Fees: Monthly or annual subscription fees are non-refundable once the billing period has begun. You may cancel future renewals at any time.
• Approved & Delivered Content: Content that has been explicitly approved by you during the review process is not eligible for a refund.
• Additional Revision Rounds: Fees for revision rounds beyond those included in your plan are non-refundable once the revisions have been completed.

5. Revisions vs. Refunds

We encourage clients to utilize our revision process before requesting a refund. Each plan includes a set number of revision rounds to ensure the final deliverable meets your expectations:

• Standard Plan: Includes up to 2 rounds of revisions per video.
• Pro Plan: Includes up to 3 rounds of revisions per video.
• Enterprise Plan: Includes unlimited revisions as defined in your service agreement.

Revision requests must include specific, actionable feedback for our team to address. Vague or subjective feedback (e.g., "make it better") may not qualify as a valid revision request. Refund requests will only be considered after all available revision rounds have been exhausted, unless the issue falls under Service Failure or Missed Deadlines as described above.

6. Wallet Credits

In some cases, we may offer wallet credits as an alternative to a monetary refund. Wallet credits can be applied toward future orders on the Pixelgate platform.

• Wallet credits are non-transferable and cannot be redeemed for cash.
• Credits must be used within 12 months from the date of issuance. Unused credits will expire after this period.
• If you accept wallet credits as a resolution, this decision is final and you will not be eligible for a monetary refund for the same order.
• Wallet credits may be offered at a value greater than the refund amount as a goodwill gesture (e.g., 110% or 120% of the original order value).

Contact Us

If you have any questions about our Refund Policy or need to request a refund, please reach out to our team:

• Email: support@pixelgate.io
• In-app support chat (available in your dashboard)
• Response time: Within 1 business day

We are committed to resolving any issues promptly and fairly. Your satisfaction is important to us, and we will work with you to find the best resolution for your situation.