Refund and Returns Policy

This Refund and Returns Policy (“Policy”) explains how PixelKraft LLC (“PixelKraft,” “we,” “our,” or “us”) handles payments, cancellations, and refund requests for custom web design, development, SEO, marketing, automation, hosting, consulting, and related digital services.

By submitting payment, completing online checkout, signing a proposal, or engaging our Services, you agree to this Policy in full. It is incorporated into our Terms & Conditions. Where a signed statement of work (“SOW”), package page, or checkout summary conflicts with this Policy, the signed SOW or checkout summary controls for that purchase.

1. Nature of our services

PixelKraft delivers bespoke, professional services tailored to each client. Unlike physical goods, our deliverables involve dedicated planning, design, engineering, and project management time that cannot be resold or reassigned once allocated to your project.

Accordingly, all fees for services rendered are final and non-refundable, except as expressly stated in this Policy or a signed SOW.

2. Online checkout purchases (Stripe)

Packages, builder selections, deposits, financing plans, and subscriptions purchased through Stripe Checkout on our website are subject to the pricing, payment option, and description shown at checkout.

Checkout receipts and Stripe records are used to verify what you purchased and when payments were processed.

3. Deposits, retainers, and milestone payments

The following payments are non-refundable once received and work has commenced:

• Project deposits and kickoff fees
• Setup, onboarding, and discovery fees
• Monthly retainers and maintenance plan fees for the current billing period
• Milestone payments for work completed through the invoice date
• Rush fees, expedite fees, and third-party pass-through costs we incur on your behalf

Deposits reserve capacity on our production schedule and compensate for scoping, planning, and administrative work that begins before active development.

4. When a project has commenced

A project is considered commenced when any of the following occur (whichever is earliest):

• Discovery, strategy, or kickoff meetings are held
• Wireframes, designs, code, content, or configurations are produced
• Third-party accounts, domains, or services are provisioned at your direction
• More than two business hours of billable work are performed

After commencement, no refunds are issued for work performed, regardless of whether you use or approve deliverables to date.

5. Client-initiated cancellation

If you cancel after work has begun:

• No refunds for any completed milestones or time logged
• All unpaid work performed through the cancellation date is immediately due and payable
• Scheduled future milestones may be invoiced pro-rata for work in progress at our standard rates
• PixelKraft may, at its sole discretion, deliver work-in-progress in its current state upon receipt of all amounts due
• Access to staging environments, repositories, or credentials may be revoked until balances are settled

We recommend discussing pause options before canceling if timing is the issue.

6. Subscriptions and recurring plans

Hosting, SEO, development retainers, and similar monthly plans renew automatically until cancelled. Unless your package page or SOW states otherwise:

• No refunds for months already billed or services already rendered
• Many plans include a three-month minimum commitment; cancelling before the minimum does not entitle you to a refund for months already paid toward that minimum
• Cancellation takes effect at the end of the current billing period unless we agree otherwise in writing
• You remain responsible for fees incurred before cancellation is processed

To cancel a subscription, email support@pixelkraft.net from your account email with the plan name and company name.

7. In-house 0% financing

Financing spreads eligible one-time package fees across twelve (12) equal monthly payments. Because work begins after the first payment:

• No refunds for work performed during the financing term
• Failed or reversed payments may pause work until the account is current
• Early termination does not automatically erase remaining installments owed for work already delivered or scheduled
• Specific financing disputes are handled under Sections 5–6 and our Terms

8. Scope changes and unused work

Fees for approved change orders, additional pages, features, integrations, or revision rounds are non-refundable once work on those items begins.

If you decline an optional add-on that has not yet started, we may credit unused prepaid amounts toward other Services at our discretion; cash refunds are not guaranteed.

9. Limited refund exceptions

We may issue a refund only in these rare circumstances:

All refund requests must be submitted in writing to support@pixelkraft.net within 7 business days of the original payment, except fraud claims which should be reported immediately.

Refunds, if approved, are processed to the original payment method within 10–15 business days. We do not refund payment processor fees or currency conversion costs.

10. Digital products and downloadable assets

If we offer templates, presets, digital downloads, or pre-built components for direct purchase:

• All sales are final once the file is delivered or download access is granted
• No refunds for change of mind, incompatible systems, or failure to read product requirements stated on the sales page
• Defective files will be corrected or replaced; refunds apply only if we cannot provide a working replacement

11. Hosting, domains, and third-party subscriptions

Fees paid to third parties (registrars, hosting providers, SaaS platforms, stock asset sites, ad platforms) are subject to those vendors’ refund policies. PixelKraft cannot refund amounts already remitted to third parties.

12. Chargebacks and payment disputes

Contact us first. We are committed to resolving billing concerns directly and promptly.

Initiating a chargeback or payment dispute with your bank or card issuer without first giving us 10 business days to investigate may be treated as a breach of our Terms & Conditions. We reserve the right to:

• Submit evidence of Services performed, communications, signed approvals, checkout records, and deliverables
• Contest improper chargebacks through the payment processor
• Suspend active Services and revoke access until the dispute is resolved
• Pursue collection of amounts owed, including chargeback fees and legal costs where permitted by law

Clients who file fraudulent or bad-faith chargebacks may be permanently declined for future Services.

13. Late payment and collections

Overdue invoices may accrue interest as stated in our Terms. We may pause work, withhold deliverables, or refer accounts to collections for chronically overdue balances. You are responsible for reasonable collection costs where permitted by law.

14. Relationship to other agreements

This Policy supplements our Terms & Conditions and Privacy Policy. Signed SOWs, master service agreements, or enterprise contracts may specify different payment, cancellation, or refund terms for specific engagements.

15. Contact us

Questions about billing, cancellations, or this Policy:

PixelKraft LLC
Dallas, Texas, United States
Email: support@pixelkraft.net
Phone: +1 (469) 333-3007

Include your company name, invoice or checkout reference, and a clear description of your request. We respond to billing inquiries within 2 business days.