Return & Refund Policy

Effective Date: 1 January 2025
Last Updated: 1 January 2025

At Pixel Labs, operated by Chromatix Pty Ltd, we are committed to delivering high-quality web design, development, and digital services that meet the expectations outlined in our project proposals and service agreements. We understand that circumstances may change, and this Return and Refund Policy sets out the terms under which refunds or credits may be issued for our services. Because we provide custom professional services rather than physical goods, our refund policy is tailored to reflect the nature of creative and technical project work.

1. Project Cancellation

If you wish to cancel a project that is currently in progress, you must provide written notice to us via email at [email protected]. The terms of cancellation depend on the stage of the project at the time we receive your written notice:

Before Work Commences: If you cancel your project before any design, development, or strategic work has begun, you are entitled to a full refund of any deposits or advance payments made, minus a non-refundable administrative fee equal to ten percent (10%) of the total project value. This fee covers the cost of project setup, resource allocation, scheduling, and initial consultations conducted prior to cancellation.

During the Discovery or Strategy Phase: If cancellation occurs after the discovery, research, or strategy phase has commenced but before design work has begun, you will be refunded the balance of any payments made less the fees attributable to all completed work. We will provide a detailed breakdown of hours spent and deliverables produced to date.

During the Design or Development Phase: If cancellation occurs after design or development work has commenced, you will be invoiced for all work completed up to the date of cancellation, calculated on a pro-rata basis against the total project fee. Any remaining balance from advance payments will be refunded. If the cost of completed work exceeds payments already made, you will be invoiced for the shortfall, which is payable within fourteen (14) days of receipt.

After Delivery: Once final deliverables have been approved and handed over to the client, the project is considered complete, and no refund will be issued. Approval of deliverables may be express (written sign-off) or implied (use of the delivered work in a live or production environment).

2. Refund Eligibility

Refunds are assessed on a case-by-case basis and are subject to the following conditions:

• Refund requests must be submitted in writing within thirty (30) days of the event giving rise to the request.
• Refunds will only be considered where there is a demonstrable failure on our part to deliver the services as specified in the agreed project scope or proposal.
• If you are dissatisfied with the quality or direction of the work, we ask that you raise your concerns with us first so that we may have a reasonable opportunity to address them. We offer revision rounds as part of our standard project process, and we encourage clients to make full use of these opportunities before seeking a refund.
• Refunds will not be issued for delays caused by the client, including but not limited to late provision of content, assets, feedback, or approvals.
• Refund amounts will be calculated based on the proportion of the project scope that has been satisfactorily delivered and the resources expended to date.

Where a refund is approved, it will be processed within twenty-one (21) business days using the same payment method originally used for the transaction, unless an alternative arrangement is agreed in writing.

3. Non-Refundable Items

The following fees and charges are non-refundable under any circumstances:

• Consultation and Strategy Fees: Fees charged for initial consultations, site audits, competitor analysis, UX workshops, and strategic planning sessions are non-refundable once the work has been performed, as the intellectual value and insights have been delivered.
• Third-Party Costs: Any costs incurred on your behalf for third-party products or services, including but not limited to domain name registrations, hosting subscriptions, premium plugin or theme licences, stock photography, font licences, SSL certificates, and third-party API subscriptions, are non-refundable. These purchases are made through external providers and are subject to those providers' own refund policies.
• Rush or Expedite Fees: Any additional fees charged for expedited timelines or out-of-scope work requested by the client are non-refundable.
• Completed Milestone Payments: Payments for project milestones that have been approved by the client, either expressly or by the passage of the agreed review period without objection, are non-refundable.

4. Dispute Resolution

We value our client relationships and strive to resolve any disagreements professionally and efficiently. If you have a concern about our services or believe you are entitled to a refund, we encourage you to follow this process:

Step 1 — Direct Communication: Contact us at [email protected] with a clear description of the issue. We will acknowledge your concern within two (2) business days and aim to reach an amicable resolution within ten (10) business days.

Step 2 — Mediation: If we are unable to resolve the dispute through direct communication, either party may propose mediation. Mediation will be conducted by an independent mediator agreed upon by both parties, and the costs of mediation will be shared equally unless otherwise agreed. Mediation will take place in Melbourne, Victoria, unless both parties agree to an alternative location or virtual proceedings.

Step 3 — Legal Proceedings: If mediation does not result in a resolution, either party may pursue legal remedies. Any legal proceedings arising out of or in connection with this policy shall be governed by the laws of the State of Victoria, Australia, and shall be subject to the exclusive jurisdiction of the courts of Victoria.

Nothing in this policy limits or excludes any rights or guarantees you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) that cannot be lawfully limited or excluded.

5. Contact Information

If you have questions about this Return and Refund Policy or wish to submit a refund request, please contact us at:

Pixel Labs — Chromatix Pty Ltd
Email: [email protected]
Website: pixel-labs.help