Refund Policy

1. Nature of Creative Services and Non-Refundability Basis

Digital design and creative services are fundamentally different from the purchase of physical goods or off-the-shelf software. Each project we undertake involves the irreversible allocation of creative labor, time, expertise, and opportunity cost. Once a design concept is developed, refined, or delivered — regardless of the client's subsequent decision to use it — the Studio has provided genuine value that cannot be recovered.

Pixalorix Studio's refund policy is therefore based on the following core principle: refund eligibility is directly tied to the stage of the project at the time of the cancellation or dispute, and to whether the Studio has fulfilled its contractual obligations as agreed. Dissatisfaction with a creative direction, change of business plans, internal delays, or a change of mind on the part of the Client do not constitute grounds for a full refund where work has been performed.

2. The Deposit: Non-Refundable in All Cases

A deposit equal to fifty percent (50%) of the total agreed project fee is required before any work commences. This deposit is strictly non-refundable under all circumstances, including but not limited to:

• Client-initiated cancellation at any stage of the project.
• Client change of business direction, business closure, or change of budget.
• Client dissatisfaction with the initial creative direction, provided work has been presented in good faith.
• Force majeure events affecting the Client's ability to proceed.
• Any other reason originating from the Client's circumstances.

The deposit compensates Pixalorix Studio for: strategic planning and creative discovery time; scheduling and capacity reservation; preparation of creative briefs, moodboards, and concept development; and the foregone opportunity to take on other client work during the reserved project period. These activities take place before any visible deliverables are produced and represent genuine, non-recoverable investment by the Studio.

3. Refund Schedule by Project Stage

The following refund schedule applies to the portion of the project fee beyond the non-refundable deposit, in the event of Client-initiated cancellation:

For clarity: "before creative work begins" means the period after deposit payment but before the Studio has commenced any design, research, or concepting activities. Given that creative concepting often begins within 24–48 hours of deposit receipt, this window is brief. Clients who wish to cancel should notify the Studio immediately upon making such a decision.

4. Studio-Initiated Termination and Client Remedies

In the rare event that Pixalorix Studio is unable to deliver the agreed services due to reasons solely attributable to the Studio (excluding force majeure events), the following remedies are available to the Client:

4.1 Partial Non-Delivery

If the Studio has delivered a portion of the agreed deliverables but cannot complete the remainder, the Client may elect to: (a) accept the partial deliverables in exchange for a proportional reduction in the remaining balance owed; or (b) receive a partial refund of the deposit equivalent to the proportion of work not commenced or delivered.

4.2 Full Non-Delivery

If the Studio fails to deliver any agreed deliverables and no creative work has been commenced, the Client will receive a full refund of the deposit and any other payments made. This scenario applies only where Pixalorix Studio has not performed any material creative work on the project.

4.3 What Studio-Initiated Termination Does Not Cover

Studio-initiated termination due to Client breach of contract (including non-payment, failure to provide required materials or feedback, provision of illegal content, or misconduct) does not entitle the Client to any refund. In such cases, the deposit and any payments made are forfeited, and all work produced remains the property of Pixalorix Studio until outstanding balances are settled.

5. Revision Disputes and Creative Dissatisfaction

Creative work is inherently subjective, and we recognize that not every initial concept will perfectly match a client's vision. This is exactly why our project process includes structured revision rounds. Our commitment is to work collaboratively with clients through these revision rounds to refine deliverables until they meet the agreed brief.

Creative dissatisfaction or a preference for a different aesthetic direction does not constitute a basis for a refund where the Studio has delivered work consistent with the agreed brief and has completed the agreed number of revision rounds in good faith. Where a client requests revisions that represent a fundamental change in creative direction beyond the original brief, these will be treated as out-of-scope work and quoted accordingly.

If you believe the Studio has failed to meet the specific, documented requirements of your project brief, we strongly encourage you to contact us first. Many creative disagreements can be resolved through additional collaborative revision, mediation, or a negotiated compromise — without resorting to formal disputes.

6. Requesting a Refund or Raising a Dispute

6.1 How to Submit a Request

All refund requests, cancellation notices, and dispute notifications must be submitted in writing to hello@pixalorixstudio.com. Your written request must include:

• Your full name and the name of your organization (if applicable).
• The project name or reference number as stated in your proposal or invoice.
• A clear description of the reason for the refund request or dispute.
• Any supporting documentation (e.g., communications, screenshots, or deliverables received).

6.2 Review Timeline

Pixalorix Studio will acknowledge receipt of your request within two (2) business days. We will review the request thoroughly and provide a formal written response, including our assessment of eligibility and any proposed resolution, within ten (10) business days of receipt. Complex disputes may require additional time; we will notify you if an extended review is necessary.

6.3 Resolution Process

We are committed to resolving all disputes fairly and with integrity. Our process follows this sequence: (1) informal direct negotiation between the Studio and Client; (2) if unresolved within 30 days, escalation to a mutually agreed mediator; (3) if mediation fails, binding arbitration in Jasper County, Missouri, as specified in our Terms of Service.

7. Approved Refund Processing

Where a refund is approved by Pixalorix Studio following review of a valid request, the following processing terms apply:

• Refunds are issued to the original payment method used for the transaction.
• Processing time is typically five (5) to ten (10) business days from the date of refund approval, depending on the payment method and financial institution processing times.
• Refunds will be issued in US Dollars (USD). Any currency conversion costs or exchange rate differences that arise are the Client's responsibility.
• Any payment processing fees charged by third-party payment processors (e.g., credit card fees, PayPal fees) may be deducted from refund amounts where those fees are non-recoverable by the Studio.

8. Chargebacks and Payment Disputes

We strongly encourage clients to contact Pixalorix Studio directly before initiating any chargeback or payment dispute with their bank or credit card provider. Filing a chargeback without first engaging in good-faith resolution with the Studio constitutes a breach of our service agreement and will be contested.

In the event of an illegitimate or fraudulent chargeback filed against Pixalorix Studio, the Studio reserves the right to: (a) provide all relevant documentation to the financial institution demonstrating the legitimacy of the charge; (b) pursue recovery of chargeback fees (typically $25–$50 per incident) from the Client; and (c) terminate any current or future service relationship with the Client.

9. Force Majeure

Neither party shall be liable for delays or failures in performance resulting from circumstances beyond their reasonable control, including but not limited to natural disasters, government actions, power outages, internet infrastructure failures, pandemics, or acts of war. In such cases, both parties will work in good faith to reschedule or adapt the project timeline. Force majeure events affecting the Studio do not automatically entitle the Client to a refund; however, the Studio will negotiate reasonable accommodations on a case-by-case basis.

10. Exceptions and Special Circumstances

Pixalorix Studio recognizes that extraordinary circumstances sometimes arise. We reserve the right to make exceptions to this Refund Policy on a case-by-case basis at our sole discretion. Any exception granted in one case does not create a precedent or obligation to grant similar exceptions in future cases.

If you are experiencing an exceptional circumstance that you believe warrants special consideration, we encourage you to communicate openly with us. We are a studio that values long-term relationships and genuine fairness, and we will always consider your situation with care and respect.

11. Policy Updates

Pixalorix Studio reserves the right to modify this Refund Policy at any time. Changes take effect upon publication to our website. Projects already in progress at the time of any update remain governed by the Refund Policy in effect at the time the project proposal was accepted. We recommend clients review this Policy before commencing each new project engagement.