Refund and Returns Policy

PixelHive UK (“the Company”) specialises in providing bespoke digital services where the primary product is the professional time and expertise invested in delivering tailored solutions. This Refunds Policy outlines the circumstances under which refunds may be granted, in compliance with United Kingdom consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 . By engaging our services, clients (“the Client”) agree to the terms outlined in this policy.

Scope and Application

This policy applies exclusively to residents of the United Kingdom who purchase services from PixelHive UK. It governs refund eligibility, procedures, and client responsibilities, ensuring alignment with statutory rights and obligations under UK law.

Refund Eligibility

Refunds are strictly limited to scenarios where PixelHive UK fails to deliver the agreed-upon end product as outlined in the service contract.

Eligible Circumstances

  1. Non-Delivery of Services: If the Company fails to provide the final deliverable within the agreed timeline (subject to communicated extensions) and does not rectify the delay within a reasonable period, the Client is entitled to a full or proportional refund.

  2. Material Breach of Contract: If the Company violates a material term of the agreement (e.g., failure to meet explicitly defined project milestones) and does not remedy the breach within 14 days of written notice, the Client may request a refund.

Non-Eligible Circumstances

No refunds will be granted under the following conditions:

  • Client Dissatisfaction: Subjective dissatisfaction with the quality or aesthetics of the delivered work, provided the Company has fulfilled the contractual scope.

  • Change of Mind: Requests to cancel services after work has commenced, except where the Company fails to meet contractual obligations.

  • Delays Caused by the Client: Failure to provide timely feedback, content, or approvals necessary for project progression.

Refund Process

Request Submission

Refund requests must be submitted in writing via email to the designated Company contact. The request must include:

  • A detailed explanation of the alleged breach or non-delivery.

  • Supporting evidence (e.g., project timelines, communication records).

  • The Client’s preferred refund method.

Evaluation and Approval

The Company will review the request within 14 calendar days of receipt. During this period, the Client may be asked to provide additional information. If the request is approved, the refund will be processed within 14 calendar days using the original payment method, unless otherwise agreed in writing.

Partial Refunds

If the Company has partially delivered the service (e.g., completed 50% of the project scope), the refund amount will be proportionate to the undelivered work.

Delivery Timeline and Communication

Standard Timeline

All projects aim for completion within 30 calendar days of contract commencement. Extensions may occur due to project complexity or unforeseen circumstances, provided the Client is notified in writing at least 7 calendar days before the original deadline.

Client Responsibilities

To avoid delays, the Client agrees to:

  • Provide all necessary materials (e.g., brand assets, content) within 5 business days of request.

  • Respond to feedback requests within 3 business days.
    Failure to meet these responsibilities voids eligibility for refunds related to delays.

Cooling-Off Period and Waiver

Under the CCRs, consumers typically have a 14-day cooling-off period to cancel services without reason . However, by requesting immediate commencement of work, the Client explicitly waives this right. This waiver must be confirmed in writing before project initiation.

Dispute Resolution

In the event of a disagreement, both parties agree to pursue mediation or arbitration through a mutually agreed-upon third party before initiating legal proceedings. This approach aligns with industry best practices and reduces litigation costs.

Amendments to Policy

PixelHive UK reserves the right to update this policy at any time. Clients will be notified of material changes via email or through a prominent notice on the Company’s website. Continued use of services after changes constitutes acceptance of the revised policy.

Governing Law

This policy is governed by the laws of England and Wales. Any disputes arising from its interpretation or enforcement shall be resolved in the courts of the United Kingdom.

For refund requests or clarifications, contact:
PixelHive UK
Email: info@pixelhive.uk
Last Updated: 30/04/2025

References: Consumer Rights Act 2015 Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013

This document balances statutory consumer protections with the operational realities of service-based businesses, ensuring compliance while safeguarding the Company’s interests. Clients are advised to review this policy alongside their service contract for a comprehensive understanding of their rights and obligations.