Cancellation and Refund Policy

What governs your project

This page states the studio's general principles. It does not replace the agreement for your engagement.

Your project is governed by whichever of these applies to it: the accepted proposal, the quotation, the statement of work, the purchase order, the signed contract, and the payment terms on the invoice. Where any of those says something different from this page, that document governs your project. If you are unsure which terms apply to you, ask and we will tell you.

This website does not sell anything

pixnut.com is an information site. There is no checkout, no subscription, no account and no payment page, and the studio does not sell physical goods, so there is nothing to ship, return or exchange. Payments happen against invoices raised for agreed work, outside this website.

Cancelling an engagement

You can ask to stop a project at any point. Put it in writing to hello@pixnut.com so there is a clear record of the date, because that date is what decides the position.

On receiving a cancellation we stop work, close off anything in progress, and prepare a statement covering the work carried out up to that point, any third-party costs already committed, and any amount that falls to be returned to you.

If we ever have to stop an engagement from our side, for example where the work cannot proceed or the agreed terms are not being met, the same reckoning applies and anything you have paid for work not carried out is returned.

What decides the outcome

There is no fixed percentage, because a fixed percentage would be wrong in most cases. What matters is what has actually happened by the date of cancellation:

• Work already carried out. Strategy, concepts, design, writing, production and revisions already done are payable, whether or not the project continues.
• Milestones already approved. A stage you have signed off has been delivered and is not refundable.
• Time and resources committed. Where studio time or a specialist has been reserved for your project and cannot be reassigned at short notice, that commitment counts.
• Third-party money already spent. See the next section.
• What your agreement says. Any cancellation terms in your proposal, statement of work or contract apply as written.

Anything you have paid that has not been earned or committed under those heads is returned to you. We do not treat every payment as automatically non-refundable, and we do not keep money for work that was never done.

Money paid to other people

Many projects involve spending outside the studio, on your behalf and with your approval. Depending on the project that can include advertising and media spend, software or platform subscriptions, domain registration, hosting, licensed stock or music, printing, physical production, and fees for photographers, illustrators, animators, voice artists, translators or other specialists.

Once that money has been committed or spent it is usually not recoverable, whatever happens to the rest of the project, and it remains payable. Where a vendor does refund something after cancellation, we pass it back to you.

How a refund is made

An eligible refund goes back by the same route the payment came in, to the account it came from, in the currency it was paid. We do not pay refunds to a different party or a different account.

We process a refund once the closing statement for the engagement is agreed. How long it then takes to reach you depends on the banks and payment processors involved, which is outside our control, so we do not promise a number of days we cannot keep. We will tell you when it has been sent and give you the reference.

Bank charges, payment gateway fees, currency conversion differences and any taxes already remitted to the authorities are handled as required by law and by your agreement.

If you are not satisfied with the work

Tell us early rather than at the end. Most engagements include agreed review points, and a concern raised at one of them is usually resolved inside the scope already agreed.

Where the work delivered genuinely does not match what was agreed, we will put it right. Where what you now want is different from what was agreed, that is a change of scope, which we are glad to take on and which is quoted and confirmed in writing before it is started.

If something remains unresolved, the Grievance Redressal page sets out how to escalate it.

Questions

If anything on this page is unclear as it applies to your project, write to hello@pixnut.com and ask. We would rather answer the question than have you guess.