Refund Policy

This page explains how refunds work for the things Pixhelm sells directly: client project work and subscriptions to our own software. Purchases made inside our games are handled by the app stores — see section 5.

Project work is invoiced against the milestones in the signed statement of work. If we fail to deliver a milestone, we do not invoice it; if it has already been paid for, you can ask for that milestone to be refunded rather than reworked.

Deposits cover work already scheduled and started, so they are not refundable once a project has begun — but if you cancel before we start, the deposit comes back in full.

The first scoping session is free and there is nothing to refund. Written audits and paid discovery are refundable in full if you cancel before we begin, and not once the report has been delivered.

Monthly plans can be cancelled at any time and stay active to the end of the period already paid for; we do not refund part of a month. Annual plans can be refunded pro rata within 30 days of purchase or renewal.

Consumer rights come first: if you are a consumer in the UK or EU, your statutory right to cancel within 14 days applies regardless of anything above.

Purchases in Domino Peak, Block Peak and Drop Peak are processed by Apple and Google, not by us, so refunds go through the store you bought from. We cannot reverse a store transaction, but tell us what happened and we will help you with the request.

Email support@pixhelm.com with the invoice or receipt and a sentence about what went wrong. We reply within one working day and, where a refund is due, send it back the way it was paid within 14 days.

If something is wrong, tell us before your bank. A chargeback raised without contacting us costs us the disputed amount plus a fee, and we will suspend the service while it is open — which helps nobody.