Pixel2Vector service policies

Refund & Cancellation Policy

Effective Date: October 3, 2026

1 Subscription refund windows

Starter and Pro: you may request a usage-adjusted refund within 7 days (168 hours) after each successful payment, including initial purchases, monthly or yearly renewals, and eligible upgrade payments. Eligibility is measured when your request is received, not when an administrator reviews it.

Unlimited: you may request a full refund of the actual amount paid only when the request is received less than 72 hours after successful payment. This applies to initial purchases, renewals and eligible upgrade payments, monthly or yearly. At 72 hours or later, this voluntary refund offer ends. Unlimited refunds are not reduced for usage.

2 Credit-based refund calculation

For Starter and Pro, the refund equals the actual amount paid for that payment, after discounts, multiplied by the unused paid credits from its allowance divided by that allowance's original paid credits, rounded down to the nearest cent. There must be a positive refundable amount. Credit usage is counted when a file is unlocked, once per file across formats and repeat downloads. Generating a free preview, including a failed conversion, does not spend download credits. Credits already spent are not refundable under this voluntary calculation. Credits from unrelated payments, free grants, referral rewards or promotions have no cash refund value.

Where a historical conversion actually charged credits, confirmed technical failures restore those original credits under their original expiry. Current free-preview failures have no credit charge to restore. An export or download error after unlocking does not automatically reverse the unlock or issue a cash refund; retry while the result is available or contact support. Unsettled conversions or upgrades may block self-service refund requests; contact support before the deadline if they prevent submission. Mandatory remedies remain unaffected.

A paid Starter allowance increased by a limited-time offer is part of that payment's paid allowance for this calculation; it is distinct from free promotional credits or a separate checkout bonus. We use the allowance actually granted for the payment, rather than the current standard allowance or a later offer. Example: if 80% of a $2.99 payment's paid credit allowance remains unused, the refund is $2.39. Yearly subscriptions use the allowance attached to that annual payment, not a new monthly allowance. No refund can exceed the amount actually paid or refund the same payment twice. Tax and invoice adjustments are handled through Stripe; complex or unverifiable allocations require support review.

3 One-time packs and free credits

One-time credit packs (including custom credit purchases) are non-refundable under this voluntary policy, even if unused. Free trials, free or promotional credits, referral rewards and complimentary plan access have no cash refund value. Discounted paid subscriptions are assessed using the actual amount paid, not the undiscounted price.

4 Request and approval

Open Plan & credits, find the payment in Payment history and choose Request refund. Provide a reason and submit it for administrator review. Your request, calculated amount and progress appear under Refund requests. If the self-service flow is unavailable, a payment is missing, a conversion or upgrade is pending, or a legacy payment or changed allowance needs manual review, email [email protected] before the deadline with your account email, payment reference and reason. Support will use the time your message was received when assessing eligibility.

The affected credit allowance, or Unlimited access for new unlocks during the affected period, is held when a request is submitted so it cannot be used while its refund is assessed. Other purchased credit packs are unaffected. Rejection releases the hold without extending the original expiry. An approved refund permanently removes the refunded allowance or access for the refunded period. Previously unlocked results retain their existing expiry; a refund does not delete copies already downloaded. A failed or uncertain payment-provider outcome needs reconciliation before a hold is released.

An administrator approves or rejects each request. Approved refunds are submitted through Stripe to the original payment method. Approval is not a promise of immediate receipt: pending, failed or uncertain provider outcomes remain visible for review. Receipt timing depends on Stripe and your bank or payment provider.

5 Cancellation is separate

Cancel renewal in Plan & credits turns off automatic billing at the next renewal while keeping the current paid access until its original end, except access removed or held by a refund. A refund request does not itself cancel future renewals. To stop future charges, also select Cancel renewal. Cancellation alone does not issue a cash refund.

6 Statutory rights and billing errors

This voluntary policy does not limit mandatory consumer rights, applicable withdrawal periods, remedies for defective services, or rights concerning unauthorized, duplicate or incorrect charges. Contact [email protected] for those claims, including claims involving credit packs or requests outside our standard windows. We assess these separately under applicable law; automatic eligibility checks do not determine or waive your legal rights.