Refund Policy

Template licences

A template purchase can be refunded in full within 14 days of payment, as long as you have not exported a video with it. The first export is what delivers the product: the file is on your disk and it cannot be taken back.

After the first export the sale is final, except where the template is faulty (see below).

When a template is faulty

If a template renders a broken video — clipped text, wrong colours, a file that will not play — tell us with the template name and your browser. We fix it and you export again at no cost. If we cannot fix it within a reasonable time, we refund the licence in full, whether or not you have exported.

Browsers we cannot support

A browser that cannot encode H.264 in a tab is not a faulty template. We say so before you pay: the Render button is replaced by an explanation, and the template page lists the supported versions. If you bought a 4K licence and your machine cannot encode 4K, we will either refund the 4K difference or help you render on another device.

Custom orders

Custom work is quoted at a fixed price before any work starts, and nothing is owed until you have seen that price. If you accept it and pay by card, the same 14-day rule applies once the template is delivered: refundable until the first export, final after it.

If we cannot build what was quoted, we refund the payment in full.

How to ask

Write to support@pixelefy.com with the template name and the payment reference, or use the contact form. Refunds go back by the same route the money arrived — the card you paid with, through Paddle — normally within five working days of our reply.

If a refund reverses a template licence, that licence is removed from the account.