Refund Policy

Last updated: 28 September 2026

This Refund Policy explains how refunds and cancellations are handled for PixelLab's digital services, including website development, web design, e-commerce development, app development, AI development and automation, SEO, digital marketing, Google Ads and custom software/web solutions. If a specific project has a separate written agreement or proposal with different refund terms, those agreed terms take precedence over this general policy.

1. Nature of digital services

Unlike physical products, PixelLab's services involve time, expertise and custom work carried out specifically for your project. Refund eligibility is not automatic — it depends on the stage a project has reached, the work already completed, and the terms agreed for that project.

2. Website development projects

Payments for website development are generally tied to project milestones (for example, design approval, development, or launch). Refunds are assessed against work already completed at the point a cancellation is requested, not against the project as a whole.

3. App and software development

App, software and custom development projects typically involve planning, design, development and testing carried out in stages. Because this work is custom-built for your project, completed stages are generally non-refundable, even if the project is later paused or cancelled.

4. SEO and digital marketing services

SEO, digital marketing and Google Ads services involve ongoing work, strategy and, in the case of ad campaigns, third-party ad spend. Fees for work already carried out or time already spent in a billing period are not refundable. Ad spend already delivered to a platform (such as Google) is not refundable by PixelLab, as it is paid to and controlled by that platform.

5. AI and automation services

AI development and automation projects often involve discovery, configuration and integration work specific to your business systems. As with other custom development, work already completed on these stages is generally non-refundable.

6. Advance payments

An advance or booking payment secures our time and confirms your place in our project schedule. If a project is cancelled before any work has started, we will discuss the advance with you in line with Section 7 below. Once work has begun, the advance is applied against the work completed.

7. Project-specific payments

Some projects are billed in full upfront, others in milestones, and others on a recurring basis. Refund assessment always follows the payment structure agreed for that specific project — this policy describes our general approach where no other written terms apply.

8. Cancellation before work begins

If you cancel before we have started any planning, design or development work, we will typically refund the advance payment, less any costs already incurred on your behalf (for example, a domain or third-party licence already purchased for the project).

9. Cancellation after work has started

If you cancel after work has started, a refund — if any — is calculated based on the proportion of agreed work not yet delivered, after deducting the value of work already completed and any third-party costs already incurred. There is no automatic full refund once work is underway.

10. Non-refundable work already completed

Design, development, content, strategy or other custom work that has already been completed and delivered or approved is non-refundable, as it represents time and effort already spent specifically on your project.

11. Revision and change requests

Reasonable revisions within the agreed project scope are part of our process and do not affect refund eligibility. Requests that go beyond the agreed scope are treated as additional work and billed or scoped separately, and do not entitle you to a refund of fees for work already completed under the original scope.

12. Third-party costs

Costs paid to third parties on your behalf — including but not limited to hosting, domain names, APIs, plugins, premium themes or licences, and advertising spend — are generally non-refundable once incurred, as these amounts are paid to and controlled by the third-party provider, not PixelLab.

13. Delays caused by the client

Projects depend on timely feedback, content and access from you (for example, approvals, text, images or account credentials). Delays on your side do not entitle you to a refund for time or resources already allocated to your project, and may extend the project timeline.

14. Refund processing timeline

Where a refund is agreed, we aim to process it within a reasonable timeframe after the amount and method have been confirmed with you. Bank or payment processing times are outside our control and may add to this.

15. Exceptional cases

We review requests that fall outside the situations described above on a case-by-case basis, taking into account the specific circumstances, the work involved, and what's fair to both parties. Raising an exceptional case does not guarantee a refund.

16. How to request a refund

To request a refund, contact us with your name, project details and the reason for the request, using the details below. We'll review your project stage and the work completed, and respond with our assessment.

17. Contact

Refund requests and questions about this policy can be sent to info@pixellab.services.