Pixel Mill · Refund Policy · v1.0 · Effective 21 July 2026
| Field | Value |
| Operator | MANAGEMENT RESILIENCE LTD |
| Company number | 15587224 |
| Registered office | 20 Wenlock Road, London, England, N1 7GU |
| Trading name / brand | Pixel Mill |
| Website | https://pixel-mill.com |
| Contact email | info@pixel-mill.com |
| Support / complaints | info@pixel-mill.com; written correspondence may also be sent to the registered office |
| Governing law | England and Wales |
| Document version | v1.0 |
| Effective date | 21 July 2026 |
| Important: Accessed digital content and consumed Tokens are normally final, but non-delivery, defects, duplicate or unauthorised charges and mandatory consumer remedies remain reviewable. |
1. Introduction and scope
1.1 This Refund Policy applies to one-off purchases of ready-made image content, Token Packs and generation-related Digital Products sold through Pixel Mill.
1.2 It distinguishes payment reversal from re-delivery, replacement, access repair, Token restoration and other technical remedies. In practice, introduction and scope is assessed through the order, payment, delivery, access, communication and claimed loss, with the result reflected in the remedy decision, implementation record and associated entitlement adjustment.
1.3 It forms part of the Terms and should be read with the Payment, Cancellation and Digital Product Fulfilment policies.
1.4 When applying introduction and scope, those indicators are considered together rather than relying on a single unverified assertion.
2. Company details and contact
2.1 The seller is MANAGEMENT RESILIENCE LTD, company number 15587224, registered at 20 Wenlock Road, London, England, N1 7GU and trading as Pixel Mill. The operational checkpoint for company details and contact is applicable status, user location, request details, correspondence and mandatory legal conditions; completion is shown by the reasoned response, escalation route and preserved statutory option.
2.2 Requests should be sent to info@pixel-mill.com with the Account email, order reference, amount, date, product, reason and supporting evidence. This treatment of company details and contact is traceable without expanding collection or restriction beyond what the situation requires. Pixel Mill aims to acknowledge a complete request within two business days and normally decide it within ten business days.
3. General position on digital refunds
3.1 Digital content can be supplied and consumed immediately, so accessed ready-made files and Tokens already consumed for generation are normally final for change-of-mind purposes. For general position on digital refunds, relevant indicators include order status, payment capture, fulfilment evidence and the remedy already supplied, and the resulting action is documented through the case decision, payment instruction and corresponding Token or licence adjustment.
3.2 This position does not affect remedies for non-delivery, material misdescription, defect, unsatisfactory quality, duplicate charge, incorrect amount or unauthorised transaction.
3.3 Unused Token Packs may qualify where performance has not begun or a statutory cancellation right remains available. The general position on digital refunds approach is calibrated to the transaction, request or risk actually identified and preserves any mandatory remedy.
4. Transactions that may qualify
4.1 A verified captured payment without fulfilment, duplicate payment, incorrect amount, Token crediting failure, persistent access failure or Service-side technical defect may qualify for a remedy.
4.2 An unauthorised transaction may qualify after review of authentication, Account, device, access and payment-provider evidence. Implementation of transactions that may qualify links the order, payment, delivery, access, communication and claimed loss to the remedy decision, implementation record and associated entitlement adjustment, so the practical consequence can be explained and reviewed.
4.3 A Consumer may also receive a remedy where digital content does not conform to the contract under mandatory law.
4.4 No transactions that may qualify outcome is based solely on a technical label where reliable contrary evidence is available.
5. Transactions normally not eligible
5.1 A refund is normally unavailable because a user changed preference, disliked an artistic result, selected the wrong style or expected an output to be unique, registrable or factually accurate. Pixel Mill verifies transactions normally not eligible against the order, payment, delivery, access, communication and claimed loss and records the action in the remedy decision, implementation record and associated entitlement adjustment.
5.2 Successfully downloaded content and consumed Tokens are normally final unless a statutory conformity issue, delivery failure or payment error applies. The transactions normally not eligible record supports user communication, internal control and any provider, authority or court process that lawfully follows. Promotional Tokens have no cash refund value, and fraud, Account sharing, false non-delivery or manipulation of limits may defeat a discretionary claim.
6. Timing of requests
6.1 A change-of-mind or cancellation request should be submitted within 14 days where that right is claimed. The practical standard for timing of requests is tested using the order, payment, delivery, access, communication and claimed loss; the remedy decision, implementation record and associated entitlement adjustment then evidences the action taken.
6.2 Technical and non-delivery issues should be reported promptly, ideally within 30 days, while logs and files remain readily available.
6.3 Unauthorised and duplicate charges should be reported as soon as discovered without shortening any statutory, issuer or card-scheme deadline. Timing, scope and any exception under timing of requests are determined from the actual Service stage rather than a generic classification.
7. Information required
7.1 Pixel Mill may request the order reference, Account email, transaction date and amount, masked payment details, screenshots, device and browser information, prompt time and output identifier.
7.2 For an unauthorised transaction, the user may be asked about Account sharing, credential compromise, descriptor recognition and any issuer dispute already opened. Operational review of information required focuses on the order, payment, delivery, access, communication and claimed loss, after which the remedy decision, implementation record and associated entitlement adjustment confirms the result.
7.3 Passwords, full card numbers and card security codes must never be sent.
7.4 The information required distinction prevents an Account, payment, content or rights issue from being treated as if every consequence were identical.
8. Investigation and service standards
8.1 Support records and classifies the claim, checks completeness and preserves relevant order, consent, fulfilment, generation, security and communication evidence. For investigation and service standards, Pixel Mill considers the order, payment, delivery, access, communication and claimed loss and uses the remedy decision, implementation record and associated entitlement adjustment to close or escalate the matter.
8.2 Where appropriate, Pixel Mill first attempts Token restoration, access repair, replacement, re-delivery or payment reconciliation. The investigation and service standards outcome remains proportionate to severity, recurrence, user impact and the legal or contractual duty involved. A complex provider, rights or fraud review may exceed the ordinary ten-business-day decision target, in which case material delay will be communicated.
Refund-stage matrix
| Stage | Focus | Indicative timing | Output |
| Intake | Identify order, Account, issue and requested remedy | Acknowledgement within 2 business days | Case reference and information checklist |
| Evidence review | Payment, consent, fulfilment, access, generation and security | Normally days 1–7 | Verified facts and issue classification |
| Decision | Contract, statutory rights and proportionate remedy | Normally within 10 business days | Approval, alternative remedy, more information or reasoned refusal |
| Implementation | Refund, void, Token adjustment, replacement or re-delivery | Promptly after approval | Provider instruction and Account adjustment |
| Posting and closure | Issuer posting, confirmation and residual dispute | Typically 5–10 business days after processing | Closed case or escalation |
9. Types of outcome
9.1 A case may result in a full or partial refund, payment void, replacement, re-delivery, correction, Token restoration, Account credit, request for more information or reasoned refusal. In practice, types of outcome is assessed through the order, payment, delivery, access, communication and claimed loss, with the result reflected in the remedy decision, implementation record and associated entitlement adjustment.
9.2 Approved payment refunds are sent to the original payment method unless that route is unavailable or law requires another solution.
9.3 The associated licence, Tokens and entitlements are removed or reduced to the extent of refunded value. When applying types of outcome, those indicators are considered together rather than relying on a single unverified assertion.
10. Delivery failure and technical defect
10.1 Pixel Mill checks whether payment completed, the entitlement or Token credit was created, an email or link was issued, a generation job ran and the delivered file is accessible.
10.2 A transient delay inside the stated review window does not by itself establish failed delivery, while persistent non-delivery after notice may justify correction or refund. The operational checkpoint for delivery failure and technical defect is payment status, entitlement creation, file or output availability, email events and user troubleshooting; completion is shown by the release, redelivery, restoration, service notice or refund outcome.
10.3 An output is not defective solely because it is aesthetically disappointing, but a corrupt file or failure to perform the purchased operation may be defective.
10.4 This treatment of delivery failure and technical defect is traceable without expanding collection or restriction beyond what the situation requires.
11. Duplicate, incorrect or misapplied charges
11.1 A suspected duplicate should be reported with both timestamps, amounts and masked payment details. For duplicate, incorrect or misapplied charges, relevant indicators include checkout disclosure, provider status, issuer response, amount, currency and authentication result, and the resulting action is documented through the reconciled order, provider reference and financial-status record.
11.2 Pixel Mill compares order and provider identifiers and returns a verified duplicate to the original payment method. The duplicate, incorrect or misapplied charges approach is calibrated to the transaction, request or risk actually identified and preserves any mandatory remedy. A Service-side amount or currency error is corrected, while independent issuer exchange rates and bank fees are normally outside Pixel Mill’s control.
12. Unauthorised transactions and fraud
12.1 A user who does not recognise a payment should secure the Account, contact the issuer and notify Pixel Mill promptly. Implementation of unauthorised transactions and fraud links risk signals, access logs, payment evidence, technical events, severity and recurrence to the proportionate protective measure, preserved evidence and review route, so the practical consequence can be explained and reviewed.
12.2 Pixel Mill may revoke sessions, freeze Tokens and review authentication, device, IP, access, download, generation and communication records.
12.3 Genuine victims receive appropriate assistance, while knowingly false fraud claims or intentional use after dispute may lead to restriction and lawful reporting. No unauthorised transactions and fraud outcome is based solely on a technical label where reliable contrary evidence is available.
13. Chargebacks and card disputes
13.1 Users are encouraged to contact Pixel Mill first where practical because delivery, duplicate and Token issues can often be resolved faster than a formal chargeback.
13.2 A payment provider or card scheme may request checkout consent, authentication, descriptor, order, fulfilment, access and communication evidence. Pixel Mill verifies chargebacks and card disputes against checkout disclosure, provider status, issuer response, amount, currency and authentication result and records the action in the reconciled order, provider reference and financial-status record.
13.3 A parallel refund may be paused to avoid double reimbursement, without requiring the cardholder to waive issuer or scheme rights.
13.4 The chargebacks and card disputes record supports user communication, internal control and any provider, authority or court process that lawfully follows.
14. Effect on Tokens, content and Accounts
14.1 A Token Pack refund removes the corresponding unused Tokens and may adjust or restrict the Account where value was already consumed without a qualifying defect. The practical standard for effect on tokens, content and accounts is tested using purchase record, Account identifier, Token ledger, generation deductions and reversals; the corrected balance, entitlement status and linked transaction history then evidences the action taken.
14.2 A ready-made-content refund ends the licence to that item and requires the user to stop using and distributing it. Timing, scope and any exception under effect on tokens, content and accounts are determined from the actual Service stage rather than a generic classification. Account closure extinguishes remaining Tokens, but a refund does not automatically close the Account and closure does not automatically create a refund.
15. Taxes, fees, currency and posting
15.1 Refunds are calculated in the transaction currency and include tax to the extent the supply is reversed. Operational review of taxes, fees, currency and posting focuses on checkout disclosure, provider status, issuer response, amount, currency and authentication result, after which the reconciled order, provider reference and financial-status record confirms the result.
15.2 Pixel Mill does not charge a refund administration fee, although an issuer or wallet may apply its own conversion or account charges.
15.3 After processing, an approved refund typically appears within five to ten business days, subject to issuer timing; a void may instead release a pending hold. The taxes, fees, currency and posting distinction prevents an Account, payment, content or rights issue from being treated as if every consequence were identical.
16. Cancellation and statutory rights
16.1 A Consumer may have a 14-day right to cancel a distance contract.
16.2 For ready-made digital content supplied immediately, that right may be lost after express prior request for immediate supply and acknowledgement of the consequence; Token-based services may support a proportionate deduction for performance already supplied. For cancellation and statutory rights, Pixel Mill considers request time, payment and fulfilment status, Account control, Token use and closure reason and uses the closure confirmation, access status, retained-entitlement decision and any refund action to close or escalate the matter.
16.3 Pixel Mill does not rely on an invalid waiver, and remedies for defective or misdescribed content remain available.
16.4 The cancellation and statutory rights outcome remains proportionate to severity, recurrence, user impact and the legal or contractual duty involved.
17. Age and payment authority
17.1 Only users aged 18 or over with authority to use the payment method may purchase. In practice, age and payment authority is assessed through checkout disclosure, provider status, issuer response, amount, currency and authentication result, with the result reflected in the reconciled order, provider reference and financial-status record.
17.2 A parent or cardholder reporting unauthorised use by a minor should secure the Account, contact the issuer and notify Pixel Mill. When applying age and payment authority, those indicators are considered together rather than relying on a single unverified assertion. Pixel Mill may verify authority and review consumption while preserving mandatory rights and child-data protections.
18. Abuse and repetitive claims
18.1 Pixel Mill may identify patterns of purchase, consumption and refund, false non-delivery, multiple Accounts, inconsistent chargebacks, promotional manipulation or recycled evidence. The operational checkpoint for abuse and repetitive claims is risk signals, access logs, payment evidence, technical events, severity and recurrence; completion is shown by the proportionate protective measure, preserved evidence and review route.
18.2 Claims are assessed individually and a valid statutory claim is not rejected merely because the user made an earlier request.
18.3 Enhanced verification, restriction and lawful sharing may be used only where proportionate to actual fraud or abuse risk. This treatment of abuse and repetitive claims is traceable without expanding collection or restriction beyond what the situation requires.
19. Changes
19.1 Pixel Mill may update this Policy for changes in law, card-scheme procedure, payment providers or Service functionality.
19.2 A change does not retrospectively remove a remedy that had already arisen or alter a completed transaction unfairly. For changes, relevant indicators include the previous version, reason for change, affected feature, notice route and transaction date, and the resulting action is documented through the effective version, preserved accrued right and future-use rule.
19.3 The version and effective date identify the current Policy.
19.4 The changes approach is calibrated to the transaction, request or risk actually identified and preserves any mandatory remedy.
20. Governing law, contact and escalation
20.1 This Policy is governed by the laws of England and Wales, subject to mandatory consumer protections in the customer’s place of residence. Implementation of governing law, contact and escalation links applicable status, user location, request details, correspondence and mandatory legal conditions to the reasoned response, escalation route and preserved statutory option, so the practical consequence can be explained and reviewed.
20.2 Requests and complaints should be emailed to info@pixel-mill.com, with written escalation available at the registered office. No governing law, contact and escalation outcome is based solely on a technical label where reliable contrary evidence is available. A user may also contact the issuer, competent authority or court, and direct support contact is encouraged for speed rather than imposed as a waiver.
21. Operational Review Flow
21.1 The operational path is intake and identification, evidence preservation, diagnosis, proportional decision, implementation and closure or escalation. Pixel Mill verifies operational review flow against the order, payment, delivery, access, communication and claimed loss and records the action in the remedy decision, implementation record and associated entitlement adjustment.
21.2 Payment, consent, fulfilment, access, generation, security and communication records are assessed against the contract and mandatory rights.
21.3 Approved action is implemented through the original payment method and corresponding Token or licence adjustment, with posting and residual dispute monitored. The operational review flow record supports user communication, internal control and any provider, authority or court process that lawfully follows.