Refund Policy
Last updated: August 12, 2024
This Refund Policy describes the conditions under which Pixelongate ("we", "us", or "our") processes refund requests for purchases made through our platform at pixelongate.com. By completing a purchase, you acknowledge that you have read and agree to the terms set out below.
1. Scope of This Policy
This policy applies to all paid subscriptions, individual course or workshop purchases, and any other digital products or services offered through pixelongate.com. It does not apply to free-tier access or complimentary content.
2. General Refund Eligibility
Refund requests are evaluated on a case-by-case basis. To be considered for a refund, a request must meet the following general conditions:
The request is submitted within the eligible refund window specified for the product type.
The purchase was made directly through pixelongate.com and not through a third-party reseller or promotional arrangement with separate terms.
The account associated with the purchase is in good standing and has not violated our Terms of Service.
3. Refund Windows by Product Type
| Product Type | Refund Window | Conditions |
|---|---|---|
| Individual Workshop or Course | 7 days from purchase date | No more than 20% of content accessed |
| Monthly Subscription | 3 days from billing date | Request submitted before the 4th day of the billing cycle |
| Annual Subscription | 14 days from initial purchase | Applies to first-time annual purchase only; renewals are non-refundable |
| Bundle or Multi-Course Package | 7 days from purchase date | No individual course within the bundle may exceed 20% completion |
| Live or Scheduled Workshop Seat | 48 hours before session start | Non-refundable after the session has commenced |
4. Non-Refundable Items
The following are not eligible for refunds under any circumstances:
Purchases where the refund window has expired.
Digital certificates or credentials that have already been issued.
Subscription renewals, whether automatic or manual, unless a billing error has occurred.
Promotional purchases, discounted bundles acquired during limited-time offers, or gift card redemptions.
Accounts suspended or terminated due to a violation of our Terms of Service.
Partially consumed bundles where one or more included items exceed the 20% access threshold.
5. Billing Errors
If you believe you were charged incorrectly — including duplicate charges, charges for a plan you did not select, or charges following a cancellation request — please contact us within 30 days of the erroneous charge. Verified billing errors will be corrected and refunded in full regardless of the standard refund window.
6. How to Submit a Refund Request
6.1 Contact Methods
All refund requests must be submitted through one of the following channels:
Email: help@pixelongate.com
Website contact form: pixelongate.com/contact-us
6.2 Required Information
To process your request efficiently, please include the following in your submission:
The email address associated with your Pixelongate account.
The name of the product or subscription for which you are requesting a refund.
The date of purchase and, where applicable, the transaction or order reference number.
A brief description of the reason for your request.
6.3 Processing Time
We aim to respond to all refund requests within 3 business days of receipt. Once a refund is approved, the amount is returned to the original payment method. Depending on your bank or payment provider, funds may take an additional 5–10 business days to appear in your account.
7. Partial Refunds
In cases where partial access has occurred but does not exceed the applicable threshold, we may at our discretion issue a prorated or partial refund rather than a full refund. The applicable amount will be communicated to you before processing.
8. Subscription Cancellations
Cancelling a subscription stops future billing but does not automatically trigger a refund for the current billing period. Access to paid content remains available until the end of the paid period. To request a refund in addition to cancellation, you must submit a separate refund request within the applicable window defined in Section 3.
9. Technical Issues and Service Disruptions
If you are unable to access content or services due to a verified technical fault on our side, we will work to resolve the issue promptly. Where a resolution is not possible within a reasonable timeframe, you may be eligible for a full or prorated refund at our discretion, regardless of the standard refund window. Please report technical issues as soon as they occur to ensure timely assessment.
10. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Updates will be posted on this page with a revised date. Continued use of our services after changes are posted constitutes your acceptance of the updated terms. We encourage you to review this page periodically.
11. Contact Us
If you have questions about this policy or need assistance with a refund request, please reach out to us:
Email: help@pixelongate.com
Phone: +380 57 370 5166
Address: Korol'ova St, 46, Zhytomyr, Zhytomyr Oblast, Ukraine, 10001
Contact page: pixelongate.com/contact-us