Refund & Cancellation Policyسياسة الاسترجاع والإلغاء

This policy applies to IT and software development Services provided by Pixel Pioneer Information Technology LLC, a New Mexico limited liability company (NM Entity No. 7837003), registered office (registered agent address): 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, USA. It forms part of our Terms of Service. If a signed Order sets different refund or cancellation terms, the Order prevails.

1. Nature of our Services

Our Services are custom, project-based professional services delivered digitally. Work is scoped in a written quotation in US dollars (USD) and usually billed as a deposit followed by milestone payments.

2. Cancellation by the Client

• Before work starts: you may cancel an accepted quotation by email before work begins. We refund any amount paid in full, less any third-party costs already incurred on your behalf (for example licences or provider fees) that cannot be recovered.
• After work starts: you may cancel at any time by written notice. You pay for work performed up to the cancellation date, calculated pro rata by milestone or at the hourly rate in the Order, plus non-recoverable third-party costs. Any amount paid in advance above that is refunded.
• On cancellation we deliver the work completed and paid for up to that date.

3. Recurring services

If an Order includes a recurring fee (for example a support or maintenance plan), you may cancel it by email at any time. Cancellation takes effect at the end of the current paid period, no further charges are made after that, and the current period remains available to you until it ends.

4. Refunds for non-conforming work

If a deliverable does not materially conform to the agreed scope, report it in writing within 10 business days of delivery. We will first fix the issue at no extra cost. If we cannot fix it within a reasonable time, you may request a refund of the fees paid for that specific deliverable.

5. Returns

We do not sell physical goods, so there is nothing to return. Remedies for digital deliverables are the fixes and refunds described in this policy.

6. Non-refundable items

• Milestones that you have accepted, or that are deemed accepted under our Terms of Service.
• Third-party costs paid on your behalf (hosting, domains, app-store accounts, software licences, provider fees).
• Support or SLA periods that have already been provided.

7. Cancellation by Pixel Pioneer

If we cancel a project for reasons not caused by the Client, we refund all amounts paid for work not yet delivered.

8. How to request a cancellation or refund

Email info@pixelpioneer.io with your name, company, invoice number and the reason for the request. We acknowledge requests within 2 business days and respond with a decision within 10 business days. Business days are Monday to Friday, excluding U.S. federal holidays.

9. How refunds are paid

Approved refunds are paid to the original payment method within 14 business days of approval, in the currency of the original payment. For card payments, the time for the refund to appear on your statement depends on your card issuer. Transfer charges from intermediaries are outside our control.

10. Billing questions and disputes

If a charge looks wrong, you do not recognise a charge, or you are unhappy with a delivery, please email info@pixelpioneer.io before opening a dispute or chargeback with your card issuer or payment provider. Most issues can be resolved quickly by a correction, fix, credit or refund under this policy. This does not limit any rights you have under applicable law or with your card issuer. This policy is governed by the laws of the State of New Mexico, USA, as set out in our Terms of Service.