Refund Policy

1. Overview

This Refund Policy applies to all credit purchases made on the PixelQuick platform, operated by Synthia Labs HK Limited. We want you to be satisfied with your purchase, and we have designed this policy to be fair and transparent.

2. Unused Credit Packages

If you have purchased a credit package and have not used any of the credits, you may request a full refund within 14 days of the original purchase date. Refund requests for unused packages submitted after the 14-day window will be reviewed on a case-by-case basis at our discretion.

3. Partially Used Credit Packages

Once any credits from a purchased package have been used (i.e., at least one creative generation has been completed), the package is considered partially consumed and is not eligible for a refund. This applies regardless of how many credits remain unused.

4. Fully Used Credits

Credits that have been fully used are non-refundable. Each credit represents a completed creative generation, and the value has been delivered at the time of use.

5. Technical Issues

If you experience a technical issue that prevents a generation from completing successfully (e.g., a server error that consumes a credit without producing output), please contact us within 7 days of the incident. We will investigate and, where appropriate, restore the affected credits to your account. This credit restoration is not a monetary refund but a reinstatement of service.

6. How to Request a Refund

To request a refund, please email us at:

hello@pixelquick.org

Include the following information in your request:

• The email address associated with your PixelQuick account
• The date of purchase
• The credit package purchased (e.g., Mini, Small, Medium, etc.)
• A brief explanation of the reason for the refund request

We aim to acknowledge all refund requests within 2 business days and process approved refunds within 5–10 business days. Refunds are issued to the original payment method.

7. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your payment provider. Chargebacks initiated without prior communication may result in account suspension while the dispute is resolved.

8. Promotional Credits

Free or promotional credits issued as part of a marketing campaign, referral programme, or goodwill gesture are not eligible for monetary refund under any circumstances.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised “Last updated” date. Purchases made before a policy change are governed by the policy in effect at the time of purchase.

10. Contact

For any questions about this Refund Policy, please reach out to:

Synthia Labs HK Limited
Email: hello@pixelquick.org