Because our work is custom and service-based, payments are generally non-refundable once we begin work. Here’s a summary of our refund policy:
- Deposit Refunds: Deposits and retainers are not refundable. This is because we reserve time for your project and invest in planning as soon as the project starts. If you cancel the project after paying a deposit, that deposit covers the work already done (or the opportunity cost of turning down other work to book your project).
- Work in Progress: If a project is cancelled mid-stream (by you, the client), we will charge for the work completed up to that point. Any unpaid work done will be billed, and must be paid. For example, if we’re halfway through and you decide to stop, you’re responsible for paying for that half of work. We will then deliver the portion completed (if usable) and cease work. There will be no refunds for work already delivered or completed, of course.
- After Completion: Once a project is completed and delivered, there are no refunds. If there are any issues with the delivered work, we will fix bugs or errors as part of our warranty, but we do not offer money-back on services rendered. The nature of creative/technical work is that our time and expertise can’t be “returned” once spent.
- Exceptions: We do allow a few very limited exceptions for refunds, mostly in cases of billing mistakes or inability to deliver:
- If you accidentally made a duplicate payment or overpayment, we will refund the extra amount once verified.
- If a payment was made fraudulently (e.g., someone stole your card to pay us), we will honor a refund once that’s documented.
- If for some unforeseen reason PixelKraft is unable to even start your project (e.g., a sudden internal issue) and no work has been done, we would refund any payments made since we couldn’t deliver. (This scenario is extremely rare and hasn’t happened, but it’s in our policy as a safeguard.)
- Change of Mind: If you change your mind before we start any work, we can discuss a partial refund or credit. But once work has commenced, the above rules apply (
no refunds for services renderedis our general rule). - Chargebacks: We kindly ask that you talk to us if you have any issue with an invoice or charge. Initiating a chargeback with your bank without informing us is considered a breach of contract. We have documentation of work performed and will dispute unwarranted chargebacks. Our goal is to resolve any payment issues amicably directly with you.
In summary, due to the bespoke nature of our services, we cannot offer refunds once work begins. This is standard for custom design/development. However, we do stand by our work and will make things right if you’re unhappy in any way – our focus is always on delivering the value you paid for. If a project is not going as expected, we’d rather discuss how to fix it than cancel. We’re reasonable folks, so don’t hesitate to communicate any concerns. But the written policy above is what protects our business so we can dedicate time and resources to your project with confidence.