Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") describes how PUXELO handles refund requests and cancellations for its digital marketing services. It forms part of the agreement between PUXELO and its Clients and should be read alongside the Terms of Service and Privacy Policy.

PUXELO's services are professional digital services, not physical goods. Refund and cancellation terms for digital services are different from those that apply to physical product returns. This Policy reflects PUXELO's fair and transparent commercial approach to situations where a Client requests a refund or cancellation.

By placing an order with PUXELO, you confirm that you have read and accepted this Policy. If you have any questions before purchasing, please contact us at hello@puxelo.com before placing your order.

This Policy applies to all services provided by PUXELO, including:

• Web Design
• SEO Optimization
• Technical SEO
• Media Buying
• Website Care & Maintenance
• Premium Marketing Packages

This Policy applies to fees charged by PUXELO for its services. It does not automatically apply to third-party costs — such as advertising spend paid to external platforms, domain registrations, hosting fees, or third-party software licences — which are governed by the terms and policies of the respective third-party provider.

PUXELO does not offer refunds for physical products because all services are digital in nature. There are no physical goods to return, no return shipping, and no product exchange process.

PUXELO's general approach to refunds is based on the following principles:

• 7-day cancellation window: Clients may request cancellation within 7 calendar days of purchase if PUXELO has not yet started performing the service. In this case, a full refund will normally be provided.
• Work in progress: Once PUXELO has started work on a service, any applicable refund may be reduced to reflect the work already completed at the time the refund request is received.
• Completed services: Services that have been completed or substantially delivered are generally non-refundable.
• PUXELO's failure to deliver: If PUXELO materially fails to deliver the agreed scope of work, the Client should contact PUXELO. PUXELO will review the situation and may provide correction of the work, completion of missing deliverables, a reasonable remedy, or a refund for any clearly undelivered portion of the service, as appropriate.

The refund outcome for any service depends significantly on how much work has been completed at the time the refund request is made. The following four statuses determine the starting point for any refund assessment:

PUXELO will assess each refund request individually based on the facts and the applicable service-specific terms set out in Sections 5–10 below.

Web Design projects involve a staged delivery process. Refund eligibility for Web Design depends on how much of the project has been completed at the time the refund request is made:

• Before work begins: If a cancellation request is submitted within 7 calendar days of purchase and PUXELO has not started any design or development work, a full refund will normally be provided.
• After work has started: Once PUXELO has begun the Web Design project — including discovery, planning, wireframing, design, or development — the refund will be assessed based on the proportion of work completed. PUXELO will identify the work already performed and may charge for that work at a reasonable rate, with the remaining amount refunded where applicable.
• After substantial or full delivery: Once a website design has been substantially completed or delivered — including where the Client has reviewed and approved designs, content has been placed, or the website has been set up for launch — the service is generally non-refundable.

Project delays caused by the Client's failure to provide materials, feedback, or account access within agreed timelines may affect both the project delivery and the assessment of any refund request.

SEO services involve research, analysis, on-page optimisation, content recommendations, technical adjustments, and ongoing work. Search engine rankings are determined by the search engine's algorithm and are influenced by many factors outside PUXELO's control.

• Before work begins: A cancellation within 7 calendar days of purchase before any SEO work has commenced may qualify for a full refund.
• After work begins: Once SEO work has started — including site audits, keyword research, technical analysis, on-page updates, or content optimisation — the service is partially delivered. A refund may be assessed based on the work already completed; the fee for completed work will not normally be refunded.
• Ongoing SEO services: For monthly SEO retainers, a refund for the current billing period is generally not available once work for that period has commenced. The Client can cancel future billing periods in accordance with Section 12 (Cancellation).

PUXELO does not offer refunds based solely on the fact that organic search rankings, traffic, leads, sales, revenue, or any other metric did not reach a specific target. SEO outcomes are influenced by competition, algorithm updates, client implementation, website quality, and many other factors beyond PUXELO's control.

Technical SEO services involve website auditing, analysis of site architecture, Core Web Vitals assessment, crawlability and indexability improvements, and implementation of technical fixes.

• Before work begins: A cancellation within 7 calendar days of purchase before any Technical SEO work has started may qualify for a full refund.
• After the audit phase begins: Once PUXELO has started a technical audit — including crawling the website, running diagnostic tools, or preparing an audit report — that audit work is considered partially delivered and a full refund will not normally be available. A partial refund may be assessed based on remaining undelivered work.
• After implementation begins: Where PUXELO has commenced implementing technical optimisations — such as schema markup, page speed improvements, redirects, or structural changes — that portion of the work is considered delivered and is generally non-refundable.
• After full delivery: Once the agreed Technical SEO scope has been completed and delivered, the service is generally non-refundable.

As with all SEO services, Technical SEO improvements do not guarantee specific ranking outcomes. Refunds will not be issued solely because ranking or traffic improvements were not observed.

PUXELO's Media Buying service fee covers campaign strategy, setup, management, and ongoing optimisation. The following refund terms apply to PUXELO's service fees:

• Before campaign setup begins: A cancellation request within 7 calendar days of purchase before any campaign work has commenced may qualify for a full refund of PUXELO's service fee.
• After campaign setup begins: Once PUXELO has started campaign strategy, audience research, ad creation, account setup, or any other setup activity, the service fee for that work is generally non-refundable. A partial refund may be assessed for any clearly unstarted portion of the agreed scope.
• Ongoing management fees: For monthly campaign management retainers, the fee for the current billing period is generally non-refundable once management work for that period has commenced.

Advertising spend is the budget paid directly to or pre-funded into third-party advertising platforms (such as Google Ads, Meta Ads, TikTok Ads, or other platforms) to fund the actual placement of advertisements. This spend is entirely separate from PUXELO's service fee and is subject to the terms and policies of the relevant advertising platform.

• Advertising spend that has already been charged, spent, or committed to a third-party advertising platform cannot be automatically refunded by PUXELO.
• If unused advertising budget remains in a Client's advertising account at the time of cancellation, it will typically remain in that account and be subject to the refund or withdrawal policy of the advertising platform. PUXELO will assist the Client in understanding the platform's process where possible.
• PUXELO is not responsible for advertising spend decisions made by third-party platform algorithms, automated bidding systems, or other automated processes.

Advertising performance is not guaranteed. No refund of PUXELO's service fee is automatically owed because a specific ROAS, CPA, number of leads, number of conversions, or other performance metric was not achieved. Advertising results depend on many factors outside PUXELO's control, including budget level, market competition, creative quality, audience targeting, landing page effectiveness, and platform algorithm decisions.

Website Care & Maintenance is a recurring subscription service. The following terms apply:

• Cancellation for future periods: Clients may cancel their Website Care & Maintenance subscription at any time by contacting PUXELO at hello@puxelo.com. Cancellation requests received before the start of the next billing period will take effect at the start of that period, meaning no further charges will be made after the current paid period ends.
• Current billing period: A billing period that has already started and for which PUXELO is actively performing maintenance services is generally non-refundable. The Client will continue to receive maintenance services until the end of the current paid period.
• First period cancellation: If a Client cancels a Website Maintenance subscription within 7 calendar days of the initial purchase and PUXELO has not yet performed any maintenance activity in that period, a full refund may be provided upon review.

PUXELO does not guarantee specific uptime percentages, security outcomes, or recovery times as part of maintenance services unless these are expressly agreed in writing as part of the service scope.

Premium Marketing Packages are bundled service offerings that may combine Web Design, SEO, Technical SEO, Media Buying, and/or Website Maintenance into a single package at a combined price.

• Before work begins: If a Client cancels a Premium Marketing Package within 7 calendar days of purchase and PUXELO has not commenced any work under the package, a full refund will normally be provided.
• After work begins: Once PUXELO has started delivering any component of the Premium Marketing Package, the refund assessment will be based on the proportion of the package that has been completed. PUXELO will identify the work already performed across all active service components and the refund, if any, will be calculated accordingly.
• Substantially or fully delivered: Where the majority of a Premium Marketing Package has been delivered, the package is generally non-refundable.

For recurring Premium Marketing Package retainers, the cancellation terms set out in Section 12 (Cancellation) apply for future billing periods.

The following amounts are generally not refundable by PUXELO once incurred:

The above list is not exhaustive. If you have a question about whether a specific cost is refundable, please contact PUXELO at hello@puxelo.com before purchasing.

Clients may request cancellation of any PUXELO service by contacting PUXELO in writing at hello@puxelo.com. Please include your name, the service you wish to cancel, and your order or invoice reference in the cancellation request.

For one-time services (such as a single Web Design project or a one-time Technical SEO audit), cancellation is governed by the general refund principles in Section 3. PUXELO will assess the work already completed and communicate the applicable refund, if any, within a reasonable time.

For recurring or subscription-based services (such as Website Care & Maintenance, monthly SEO retainers, ongoing Media Buying management, or recurring Premium Marketing Packages):

• Clients may cancel at any time by emailing hello@puxelo.com before the next billing period begins.
• Cancellation requests received before the next billing date will take effect at the end of the current paid period. The Client will continue to receive the service until the end of that period and no further billing will occur after cancellation is confirmed by PUXELO.
• Cancellation requests received after a new billing period has started will generally take effect at the end of that billing period. The fee for the period already started is generally non-refundable once service delivery for that period has commenced.
• PUXELO will confirm receipt of a cancellation request and its effective date by email.

Upon cancellation, PUXELO will stop providing the Service at the effective cancellation date. Any deliverables completed up to the cancellation date will remain available to the Client. Outstanding fees for work already performed become due immediately upon cancellation.

To request a refund, please follow these steps:

Once a refund is approved, PUXELO will initiate the refund within 5 business days of the date the refund decision is communicated to the Client.

The time for the refunded funds to appear in the Client's account depends on the payment method used and the Client's financial institution:

• Credit or debit card refunds processed through Stripe typically appear on the Client's card statement within 5–10 business days after initiation, depending on the card issuer.
• PayPal refunds may appear in the Client's PayPal balance immediately or within a few business days, depending on the original payment method used. If the original payment was funded by a bank account or card, the reversal timeline depends on the Client's financial institution.
• Bank transfer refunds, where applicable, may take 3–7 business days depending on the banks involved.

PUXELO cannot control the processing time of financial institutions or payment processors after the refund has been initiated. If you have not received an approved refund within a reasonable time after the initiation date, please contact your payment provider before contacting PUXELO, as the funds may be in transit.

PUXELO may use Stripe and/or PayPal to process payments for its services. The use of these payment processors does not imply endorsement, certification, or approval of PUXELO by Stripe or PayPal. PUXELO is not a Stripe or PayPal partner and makes no claim of Stripe or PayPal approval.

Where a refund is processed, it will be initiated through the same payment processor used for the original transaction where reasonably practicable. Refunds cannot be redirected to a different payment account or method without agreement from PUXELO.

PUXELO's commercial refund policy under this document is separate from any dispute resolution processes or buyer-protection policies offered by payment providers. Payment processor policies may provide additional rights; this Policy does not seek to limit any rights provided by applicable payment processor rules.

If you have a concern about a service you have received, a billing discrepancy, or a payment issue, we strongly encourage you to contact PUXELO directly before initiating a formal dispute or chargeback with your payment provider or card issuer.

Contacting PUXELO first allows us to resolve the issue quickly and directly without the time and administrative burden of a formal dispute process. Most service and billing concerns can be resolved through direct communication.

To raise a billing concern or service dispute, please contact:

• Email: hello@puxelo.com
• Phone: +1 917 730 2012

Nothing in this Policy restricts your right to initiate a chargeback through your payment provider or card issuer, or to exercise any other rights available to you under applicable law or payment provider rules. PUXELO simply requests the opportunity to resolve legitimate concerns directly before formal dispute processes are initiated.

PUXELO provides professional digital marketing services based on current industry knowledge and best practices. However, PUXELO does not guarantee any of the following outcomes from its services:

• Specific rankings on Google, Bing, or any other search engine.
• Specific levels of organic search traffic.
• Specific numbers of leads, enquiries, or sales.
• Specific revenue or profit levels.
• Specific Return on Ad Spend (ROAS).
• Specific Cost Per Acquisition (CPA) or Cost Per Lead (CPL).
• Specific advertising click-through rates or conversion rates.
• Any specific business growth outcome.

Digital marketing results depend on many factors outside PUXELO's control, including competition, market conditions, search engine algorithm updates, platform policy changes, the Client's website quality and content, the Client's offer and pricing, advertising budget levels, and many other variables. PUXELO's obligation is to perform the agreed scope of work professionally and diligently, not to guarantee a specific commercial result.

A refund will not be automatically provided because an SEO ranking goal was not reached, an advertising campaign did not achieve a target ROAS, or any other performance metric did not meet the Client's expectations. Refund eligibility is governed by the terms set out in this Policy, specifically Sections 3–10.

This Refund & Cancellation Policy does not seek to remove, limit, or override any rights that you have under applicable consumer protection laws that cannot lawfully be excluded or waived by contract.

Depending on your country or state of residence, you may have mandatory rights under consumer protection legislation that apply to your purchase from PUXELO. For example, certain jurisdictions provide consumers with rights to remedies for services that are not provided with due care and skill, not fit for purpose as described, or not delivered within a reasonable time.

PUXELO respects these rights. If you believe a mandatory consumer protection right applies to your situation, please contact us at hello@puxelo.com to discuss. PUXELO will handle your concern in good faith and in accordance with applicable law.

For all refund requests, cancellation requests, billing inquiries, and questions about this Policy, please contact PUXELO: