Refund Policy

1. Overview

This Refund Policy explains when and how refunds are available for services provided by &Pixels (Andpixels LLC) (“Agency,” “we,” “us,” or “our”). This policy applies to all clients (“Client” or “you”) who purchase subscription services, project-based services, or design system products from the Agency.

This Refund Policy is part of and subject to the Agency’s Terms of Service. For project-based engagements governed by a signed Client Engagement Agreement, the terms of that agreement control to the extent of any conflict with this policy. Capitalized terms not defined in this policy have the meanings given in the applicable governing agreement.

2. Subscription Services

2.1 Billing Period

Subscription fees are billed in advance at the beginning of each billing period (monthly, quarterly, or annual) and are earned upon receipt. Each billing period is non-refundable once it has begun, except as stated in Section 2.2.

2.2 First 30 Days: Performance Warranty

During the first thirty (30) days of a new subscription, if any deliverable fails to meet the professional standards warranted in the Terms of Service, the Agency will re-perform or correct the deficient work at no additional charge. If the Agency is unable to cure the deficiency after reasonable effort, the Client may cancel the subscription and receive a refund for the value of unused, undelivered hours remaining in the billing period. Completed work that meets professional standards is not eligible for refund. This remedy is available only once per subscription and only during the Client’s first billing period.

2.3 Unused Hours

Purchased hours that are not used during a billing period are forfeited with no refund or credit. Rollover of unused hours is available only when the Client has provided at least fourteen (14) days’ advance written notice and the rollover hours have been scheduled during sprint planning, as set forth in the Terms of Service. Rollover hours that have not been planned and scheduled under those conditions are forfeited.

2.4 Pause

Pausing a subscription does not entitle the Client to a refund for the current billing period. No fees are charged during the paused period. All unused hours from the billing period in which the pause takes effect, including any rollover hours, are forfeited as of the pause effective date.

2.5 Cancellation

Cancelling a subscription does not entitle the Client to a pro-rata refund for the unused portion of the current billing period. The Agency will complete work in progress through the end of the current sprint, and the Client retains ownership of all work completed and paid for through the cancellation date. All unused hours, including any rollover hours, are forfeited as of the cancellation effective date. No further billing periods will be charged.

2.6 Returning Clients

Clients who cancel a subscription may be eligible for promotional pricing upon re-engagement, at the Agency’s sole discretion and subject to terms communicated at the time of re-engagement.

3. Project-Based Services

3.1 Project Commitment Fee

The Project Commitment Fee, as defined in the Client Engagement Agreement, is earned in full upon receipt and is non-refundable under all circumstances, including early termination.

3.2 Completed Milestones

Fees for milestones that have been completed and accepted or deemed accepted under the Client Engagement Agreement are non-refundable.

3.3 Early Termination by Client

If the Client terminates a project-based engagement for convenience, the Client is responsible for payment of all completed work, work-in-progress, and the termination fee as set forth in the Client Engagement Agreement. No refund is issued for completed milestones. Any unstarted milestones for which payment has been received will be refunded, less the termination fee.

3.4 Early Termination by Agency

If the Agency terminates a project-based engagement for convenience, the Client will pay for all completed work and work-in-progress as set forth in the Client Engagement Agreement. Any unstarted milestones for which payment has been received will be refunded. No termination fee applies.

3.5 Termination for Cause

If either party terminates for cause under the Client Engagement Agreement, the non-breaching party retains all rights and remedies available under the agreement and at law. Refund obligations, if any, are determined by the terms of the Client Engagement Agreement.

3.6 Deliverable Quality

If a deliverable does not conform to the agreed Scope of Work, the Client’s remedy is the revision process set forth in the Client Engagement Agreement (three rounds of revisions, followed by the post-acceptance warranty period). The Agency will work to correct conformance issues within that defined process. Refunds are not issued for deliverables that are within the revision or warranty process.

4. Design Systems

4.1 Non-Refundable

Design system purchases are one-time engagements and are non-refundable once work has commenced. Commencement of work occurs when the Agency begins any planning, research, design, or development activity related to the design system.

4.2 Quality

The Agency warrants that design system deliverables will be performed to professional standards. If a deliverable does not meet that standard, the Agency will work with the Client to correct it at no additional charge. This obligation continues until the deliverables conform to the agreed specifications. This warranty does not entitle the Client to a refund.

5. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• Third-party software licenses, subscriptions, or services purchased on the Client’s behalf
• Domain name registrations and transfers
• Hosting fees paid to third-party providers
• Completed and delivered work that conforms to the agreed specifications or Scope of Work
• Consultation fees for completed consultations
• Late fees, interest charges, or collection costs
• The Project Commitment Fee (for project-based engagements)

6. Refund Process

6.1 How to Request

To request a refund, contact us at policies@andpixels.com or through our contact page. Include your account or project information and the reason for the request.

6.2 Review Period

The Agency will review all refund requests within five (5) business days of receipt and notify the Client of its determination in writing.

6.3 Processing

Approved refunds will be processed within fifteen (15) business days of approval and issued to the original payment method. If the original payment method is no longer available, the Agency will coordinate an alternative method with the Client.

6.4 Disputes

If the Client disagrees with a refund determination, the Client may request a secondary review by contacting policies@andpixels.com with additional information supporting the request. If the matter remains unresolved, it will be handled through the dispute resolution process set forth in the applicable governing agreement.

7. Governing Agreement

This Refund Policy summarizes the refund-related provisions of the Agency’s Terms of Service and Client Engagement Agreement in plain language for the Client’s convenience. In the event of any conflict between this Refund Policy and the Terms of Service or a signed Client Engagement Agreement, the governing agreement controls.

8. Changes to This Policy

The Agency may update this Refund Policy from time to time. Material changes will be communicated to active clients at least thirty (30) days before taking effect. The updated policy will be posted on the Agency’s website with a revised “Last Updated” date. Existing engagements will be governed by the version of this policy in effect at the time the engagement began, unless the Client consents to the updated version.

9. Contact

For questions about this Refund Policy, please contact us at policies@andpixels.com or through our contact page at andpixels.com.