Before a booking is confirmed
You may remove a selection from your campaign bag or change an unsent draft at any time. Membership applications, selections and campaign requests do not charge you or confirm a booking.
If you have submitted a request but have not accepted a proposal, ask us to withdraw or amend it through Contact information. No cancellation fee is charged merely for making an enquiry.
After confirmation
Request cancellation as soon as possible and include the booking or invoice reference. We will confirm the effective cancellation date, work already completed and any commitments made for that booking.
Refund calculations account for services actually delivered and third-party costs that were disclosed, agreed and genuinely committed. A cancellation charge is not created retrospectively or applied simply because you ask for help. The written proposal must explain any creator, production or media cancellation conditions before you accept it.
Undelivered services and service issues
If Pixelwave or a booked provider cannot deliver the agreed service, contact us so we can assess a replacement, rescheduling, correction or refund for the affected undelivered portion. An alternative requires your agreement.
If delivery differs materially from the agreed scope, describe the issue and supply relevant evidence. We assess it against the written deliverables and any mandatory rights; the absence of a performance guarantee does not excuse failing to provide an agreed service.
Media budgets and performance
Unspent media funds are reconciled separately from service fees. We will explain amounts already spent or committed to an advertising platform and the treatment of any remaining recoverable balance.
Reach, views, engagement, leads and sales can vary. Results alone do not establish a refund entitlement where agreed work was delivered, unless a specific result was guaranteed in writing or applicable law provides otherwise.
Refund method and timing
Approved refunds are returned to the original payment method where possible. We will confirm the approved amount, currency, method and expected processing time in writing. Payment providers may take additional time to post a credit.
The website does not currently process payments or offer a self-service refund button. Use Contact information to request a refund or cancellation. This policy does not remove mandatory consumer rights.
A question about this policy?
Send your question or request to Pixelwave. Include any relevant campaign, invoice or application reference.
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