Refund Policy

01Digital tokens

Pixel Labs sells tokens — prepaid digital credits that you spend to generate, stage, regenerate, re-render, and run marketing campaigns. Tokens are delivered to your account instantly and are consumed as soon as you submit a job that uses them. Because tokens are digital goods that are made available immediately and consumed on use, they are treated differently from physical products.

02General policy

Token purchases are final and non-refundable once the tokens have been used, in whole or in part, except where a refund is required by applicable law or expressly provided below. Tokens have no cash value and cannot be exchanged for money, transferred, or redeemed except as set out here.

03When you are eligible for a refund

We will refund a purchase in the following situations:

• Duplicate or accidental charge — you were charged more than once for the same purchase, or charged in error.
• Unauthorized transaction — the purchase was made without your authorization and you report it promptly (we may ask you to verify your identity).
• Service failure on our side — tokens were deducted but, due to a confirmed fault in the Service, no Output was produced and the tokens were not automatically returned to your balance (see Section 5).
• Unused packs — at our discretion, we may refund a token pack that is fully unused and was purchased within the last 14 days.

04What is not refundable

• tokens that have already been spent or partially spent;
• dissatisfaction with the aesthetic or creative result of AI-generated Output, where the Service functioned correctly (Output is generated by automated systems and results vary — see our Terms);
• change of mind after tokens have been used;
• failure to review or approve Output before publishing or printing it; and
• purchases older than the windows described in this Policy, except where the law requires otherwise.

05Tokens returned for failed jobs

If a generation, staging, or campaign job fails because of a technical error on our side, the Service is designed to automatically return the consumed tokens to your balance so you can retry at no additional cost. This token credit is the standard remedy for failed jobs. If you believe tokens were charged for a failed job but were not returned, contact us and we will investigate and restore them.

06How to request a refund

Email support@pix-labs.com from the address on your account within 14 days of the charge, and include:

• your account email;
• the order or transaction ID (from your receipt);
• the date and amount of the charge; and
• a brief description of the issue.

07How refunds are processed

Approved refunds are issued to your original payment method through our payment processor (such as Stripe or 2Checkout / Verifone). We aim to review requests within 5 business days; once approved, it may take an additional 5–10 business days for the funds to appear, depending on your bank or card issuer. Where a refund is issued, any corresponding tokens are removed from your balance.

08Chargebacks

If you have a problem with a charge, please contact us first — we can usually resolve it faster than a bank dispute. Initiating a chargeback without contacting us may result in suspension of your account pending resolution. Fraudulent chargebacks may be contested with evidence of token delivery and usage.

09Your statutory rights

Nothing in this Policy limits any non-waivable rights you have as a consumer under the laws of your country of residence. Where you have a statutory right of withdrawal for digital content, note that by purchasing and using tokens you request immediate delivery and acknowledge that the right of withdrawal may be lost once the digital content has been supplied and used.

10Changes to this Policy

We may update this Refund Policy from time to time. We will update the “Last updated” date above; changes apply to purchases made after the change takes effect.

11Contact

Questions about refunds? Contact us at support@pix-labs.com.