Grievance & Complaints

Last Updated: 28 September 2026

1. Purpose

This page explains how to raise a complaint or concern about a service provided by PixelLab, and what to expect once you've done so. We take feedback and concerns seriously and want any issue to be resolved fairly.

2. Who Can Submit a Complaint

Any client, prospective client, or other party affected by a PixelLab service may submit a complaint using the process described below.

3. Types of Complaints

This process covers concerns such as:

• Service quality or delivery issues
• Communication or responsiveness concerns
• Billing or payment queries
• Disputes about project scope, timelines or deliverables
• Any other concern about how a project was handled

4. How to Submit a Complaint

Step 1. Contact PixelLab through the official contact method provided on the website — by email, or via the Contact page.

Step 2. Include the information listed in Section 5 below, so we can look into your complaint properly.

Step 3. PixelLab will review the complaint and respond through the contact information you provided.

5. Information to Include

To help us review your complaint, please include:

• Your name
• Your email address
• Your phone number
• The project or service involved
• An invoice, order or project reference, if available
• A description of the issue
• Any relevant supporting information

6. Acknowledgement of Complaint

We aim to acknowledge complaints received through our official contact channels within a reasonable time. If your complaint needs more information before we can proceed, we'll let you know what's needed.

7. Review and Resolution Process

Once acknowledged, we review the details of the complaint, including relevant project records and communication, and get back to you with our assessment. Depending on the complexity of the issue, this may involve a follow-up conversation to understand the concern fully. Submitting a complaint does not guarantee a particular outcome, but we aim to be fair and reasonable in how we review and respond to it.

8. Escalation

If you're not satisfied with the initial response, you can reply and ask for the matter to be reviewed further. We'll consider the additional information provided and respond again through the same contact channel.

9. Contact Information

Complaints and concerns can be sent to info@pixellab.services or WhatsApp, or submitted through the Contact page.

10. Changes to the Grievance Policy

We may update this page from time to time to reflect changes to our process. Material changes will be reflected by updating the "Last Updated" date at the top of this page.