Refunds and Cancellation

Go to Account, then Billing, and press Cancel subscription. That is the whole process. You do not need to email us, and nobody will try to talk you out of it.

• Your plan stays active until the cycle you paid for ends. Cancelling on day 3 of a month does not cut you off on day 3. You keep Pro, and the credits for that cycle, through to the renewal date shown on your billing page.
• Nothing renews after that. The subscription simply stops. There is no cancellation fee and no notice period.
• We do not pro-rate a part-used month. You paid for that month and you get all of it, so there is no partial refund for the days you did not use.
• Monthly credits do not carry over. Each cycle grants a fresh allowance. Anything unused at the end of the cycle expires with it. Credits you bought separately in a pack are not affected and stay in your balance.
• If a renewal payment fails, Pro pauses until the payment goes through. You are not charged for the paused period.

A credit pack is a one-off purchase, not a recurring plan, so there is nothing to cancel. The credits land in your balance as soon as the payment is confirmed and they do not expire.

Because credits are spent on AI work that costs us money the moment it runs, we cannot refund credits you have already used. Unused credits from a recent purchase are a different matter, and section 4 covers when we will refund those.

The simple rule we go by: if your money did not buy what it was meant to buy, you should get it back. That covers situations like these.

• You were charged twice for the same plan or the same pack.
• You were charged after cancelling. If a renewal slipped through after you cancelled, we refund it in full.
• The payment succeeded but nothing arrived. If your credits or your Pro access never appeared and we cannot fix it quickly, we refund the payment instead.
• You do not recognise the charge. Tell us and we will trace it. If it was not authorised, you get the money back.
• We removed something you paid for. If we withdraw a paid feature and cannot offer a fair replacement, we refund the part you have not used.
• Your local law gives you a refund right that goes further than this policy. In that case the law wins, and we will honour it.

• Credits you have already spent. Once an AI job runs, the cost is real and already paid to the provider.
• A month of Pro you have used. If you used the plan and then changed your mind, cancelling stops the next payment but does not undo the last one.
• Results you did not like. AI output varies with the prompt and the model, and a finished result is a delivered service. Jobs that genuinely fail are handled automatically, and section 6 explains how.
• Accounts closed for breaking the rules. If we suspend an account for a serious breach of the Terms of Service, the remaining balance is not refunded.
• Requests long after the fact. We look at requests made within 7 days of the charge. Later than that we may not be able to help, though we will still read your email.

This is worth knowing before you ask for anything. When you start an AI job, Pixeloop holds the credits rather than spending them. If the job fails, times out or gets refused by the provider, that hold is released and the credits go straight back to your balance. You do not need to contact us and you are not charged for work that produced nothing.

If a job clearly failed and your balance still looks wrong after a refresh, that is a bug on our side. Email us and we will correct the balance.

Email hello@pixeloop.app with Refund request in the subject line, within 7 days of the charge. To save a round trip, include:

• the email address on your Pixeloop account,
• the date and amount of the payment,
• the payment or order id from the Razorpay receipt you were emailed,
• and a line on what went wrong.

A real person reads it. We will tell you either that the refund is approved and on its way, or exactly why it is not, so you are never left guessing.

Approved refunds go back through Razorpay to the original payment method. We cannot send a refund to a different card, account or wallet, and we do not refund in credits unless you specifically ask us to.

Once Razorpay has sent the money, the last step belongs to your bank. Most refunds land inside the windows above, but a bank can take longer, and international cards sometimes do. If it has been more than 10 business days since we confirmed the refund, write to us and we will chase it with the reference number.

A refund reverses the purchase, so the credits it bought are removed from your balance at the same time. A partial refund removes a matching share of them rather than all of them.

If you have already spent some of those credits, we will say so before processing the refund so there are no surprises.

If you ask your bank for a chargeback, the payment is frozen while the bank investigates, which usually takes weeks, and your account may lose access in the meantime. An email to us normally settles the same problem in a day or two. We would much rather fix it directly.

We refund the amount that was actually charged to you, including any tax that was applied at checkout. Bank charges or currency conversion differences set by your own bank are outside our control and are not part of the refund.

If we change this policy we will update the date at the top. A change never applies retroactively to a payment you already made. The version published when you paid is the one that governs that payment.

Refunds, cancellations and billing questions: hello@pixeloop.app.

Related pages: Pricing, Terms of Service and Privacy Policy.

This policy sits alongside our Terms of Service. Where the two cover the same ground, this page is the more specific one on refunds and cancellation.