Effective Date: 27 September 2024
Company Name: PIXEL PRO S.R.O.
Address: London, United Kingdom
Contact Email: office@pixelprosk.net | byteforgestudiosltd@gmail.com
Phone: +44 7878779735

PIXEL PRO S.R.O. is dedicated to providing quality software products and services. This Refunds and Return Policy outlines our procedures for handling returns and refunds, and is designed to comply with Stripe’s terms and applicable consumer protection laws, including GDPR and EU regulations for digital goods.

1. General Policy

All digital products (software, themes, plugins) sold by PIXEL PRO S.R.O. are generally non-returnable once downloaded, due to the nature of digital content. However, we understand that issues can arise, and we aim to ensure customer satisfaction by offering a 30-day refund period under specific conditions.

2. Eligibility for Refunds

We offer refunds within 30 days of purchase for the following circumstances:

  • Technical Issues: If a product is proven defective or incompatible and our support team is unable to resolve the issue.
  • Non-Delivery: If you did not receive access to the purchased product due to technical difficulties beyond your control.
  • Product Not as Described: If a product substantially differs from the description on our website and reasonable support efforts do not resolve the discrepancy.

2.1. Ineligible Refunds

We cannot offer refunds for the following situations:

  • Download Confirmation: If the product has been successfully downloaded and accessed without technical issues.
  • Change of Mind: Refunds are not available for customers who simply change their mind after the purchase.
  • Incompatibility with Third-Party Tools: If issues are due to conflicts with third-party plugins, tools, or systems not specified in our product requirements.
  • Unauthorized Use or Resale: If the product has been used in ways that violate our Terms and Conditions or resold without permission.

3. How to Request a Refund

To request a refund, please contact us at office@pixelprosk.net or byteforgestudiosltd@gmail.com within 30 days of purchase with the following details:

  1. Order Details: Your name, email, and order number.
  2. Issue Description: A detailed description of the problem with screenshots or logs (if applicable).
  3. Previous Support Contact: Confirmation that you contacted our support team and attempted troubleshooting.

Our support team will review the issue and work with you to resolve it. If we cannot resolve the issue, we will initiate a refund through Stripe.

4. Refund Process and Timeline

Refunds, if granted, will be processed as follows:

  1. Review Period: Refund requests will be reviewed within 5 business days of receipt.
  2. Approval and Processing: If approved, refunds will be issued through Stripe. Refunds may take 5–10 business days to appear in your account, depending on your bank’s processing times.
  3. Refund Method: Refunds will only be issued to the original payment method. No refunds will be made to alternate accounts or methods.

Please note that Stripe fees, which are non-refundable as per Stripe’s terms, may affect the refund amount.

5. Chargebacks and Disputes

PIXEL PRO S.R.O. encourages customers to contact us directly before initiating a chargeback with their card issuer. Chargebacks can incur additional fees for both the customer and our company, so resolving any issues directly is preferred. If a chargeback is filed, we reserve the right to cancel access to our software products.

5.1 Dispute Resolution

Our team is committed to resolving all customer issues amicably. In the event of a dispute, we will work with you to resolve the matter quickly. Any chargeback or dispute may affect your account’s standing with PIXEL PRO S.R.O. and may result in loss of access to future purchases.

6. Exceptions and Special Cases

If your situation falls outside of our regular refund policy but involves exceptional circumstances, please contact us at office@pixelprosk.net. Special requests will be handled on a case-by-case basis, and while no guarantees can be made, we will assess each case individually to reach a fair outcome.

7. Legal Compliance and Consumer Rights

This Refund and Return Policy is designed to comply with consumer protection laws in the UK and EU, including regulations governing digital products. Nothing in this policy restricts any statutory rights to which you are entitled.

In the event that local laws grant additional rights, PIXEL PRO S.R.O. will honor such laws to the extent required.

8. Changes to This Policy

PIXEL PRO S.R.O. reserves the right to update or modify this Refunds and Return Policy at any time. We will notify customers of any significant changes through email or our website. Continued use of our website or purchase of our products following changes constitutes acceptance of the updated policy.

9. Contact Information

If you have questions, concerns, or need assistance regarding our Refunds and Return Policy, please contact us at:

PIXEL PRO S.R.O.
London, United Kingdom
Email: office@pixelprosk.net | byteforgestudiosltd@gmail.com
Phone: +44 7878779735

By purchasing our software or digital products, you agree to the terms outlined in this Refund and Return Policy.