Refund & Cancellation Policy
This policy covers refunds and cancellations for Pixel Proxy Media's editing packages. It is part of our Terms of Service.
Before we start work
If you change your mind after paying but before we have started any work (we have not received your footage or begun editing), email us within 7 days of payment. We will refund the full amount, minus any non-refundable payment-provider fees.
Monthly packages
- Monthly packages renew automatically at the start of each billing period, until you cancel.
- To cancel, email hellothere@pixelproxymedia.com at least 7 days before your next billing date. Your package continues until the end of the period you have already paid for, and we deliver all work due in that period.
- Once work on a billing period has started, that period's payment is not refundable.
Quarterly packages
- Quarterly packages are paid in advance and include a discount.
- If you cancel during a quarter, we refund the full months not yet started. We recalculate the months already used at the standard monthly price, so the quarterly discount no longer applies to them. If the months used cost more than you paid, no refund is due and nothing more is owed.
Custom packages and one-off projects
Custom work follows the payment and cancellation terms in your quote. If your quote says nothing, a deposit is not refundable once work has started, and you pay for work completed up to cancellation.
If you are not happy with an edit
Tell us what is wrong within 7 days of delivery. We will revise the video within the revision rounds in your package. If something does not match the agreed brief, we fix it at no extra cost. Refunds for delivered and approved work are not available.
Unused deliverables
Deliverables you do not use in a billing period (for example because footage was not sent) do not carry over and are not refunded, unless we agree otherwise in writing.
How refunds are paid
Approved refunds go back to the original payment method within 7–10 business days. The time it takes to reach your account depends on your bank or payment provider. Currency conversion and payment-provider fees are not refundable.
Chargebacks
Please contact us before raising a chargeback or payment dispute. We will respond within 2 business days and work with you to fix the problem.
Delivery
All our services are digital. Finished videos are delivered online, for example through Google Drive or a download link. Nothing is shipped physically.