Refund Policy

1. Overview

This Refund Policy explains when Pixedi Digital Agency Limited (company number 16968210, registered office Flat 5-7 Leamington Road, Stockport, England, SK5 6BD) will and will not refund fees paid for the Aristo AI receptionist service (the "Service"). It applies in addition to the Terms of Service at /legal/terms and the Subscription Terms at /legal/subscription-terms. The Service is sold for commercial and professional use; statutory consumer cancellation rights do not apply to business purchases.

2. Monthly plans

Monthly subscriptions do not generate an automatic refund for partial billing periods. You may cancel future renewal at any time; access continues to the end of the paid monthly period, after which the subscription ends and no further charges are made. If we suspend or terminate the subscription for breach of the Terms of Service or the Acceptable Use Policy, access may end earlier and no refund of the unused portion is owed.

3. Annual plans

Annual subscriptions are twelve-month commitments. Once service access has begun, fees for the current annual term are not automatically refundable. Cancellation prevents the next annual renewal rather than terminating the current term early. You may continue to use the Service through the end of the paid annual term and the subscription ends at the renewal date without further charge.

4. Situations that are not refundable

Pixedi does not refund fees in the following situations, all of which fall within the Customer's control or outside Pixedi's responsibility:

Low traffic to the Customer's website or fewer enquiries than expected.

No leads, no sales, no bookings, or other commercial outcomes that did not occur.

The Customer did not install the widget, did not finish configuring Aristo, or did not deploy the widget on a live website.

The Customer changed its mind about using the Service.

The Customer misconfigured Aristo, the widget, integrations, business information, or AI behaviour.

The Customer's website was broken, down, slow, or otherwise prevented Aristo from running correctly.

The Customer expected features that are not part of the purchased plan or that are explicitly out of scope of the Service.

An outage or change at a third-party service that the Service depends on (for example OpenAI, Stripe, Cloudflare, Resend, Google Calendar, the hosting provider) that is outside Pixedi's control.

A claim that the Customer's account was "hacked" or used without authorisation, made without supporting evidence and without Pixedi's own act or omission having made the unauthorised use possible.

5. Discretionary credits and refunds

A case-by-case credit or partial refund may be approved at Pixedi's discretion where there is a material technical failure attributable to Pixedi's own systems (for example a sustained Service outage caused by Pixedi infrastructure rather than a third-party provider). All such credits and refunds require the founder's written approval and do not create a precedent for further reversals. The amount, timing, and form (credit against future use or money-back) are at Pixedi's determination.

6. Chargebacks

Initiating a chargeback or payment-network dispute without first raising the issue with Pixedi at support@pixedi.com is a breach of the Terms of Service. Pixedi may suspend the account during the dispute and submit the clickwrap, acceptance, and usage evidence captured at signup to the card network.

7. How to request a credit or refund

Refund and credit requests should be sent to support@pixedi.com with the account email address, the Stripe receipt or charge ID, and a description of the reason. Pixedi will respond within a reasonable timeframe and confirm the outcome in writing.

8. Changes

Pixedi may update this Refund Policy from time to time. The version, effective date, and last-updated date at the top of this page reflect the current text. Material changes are notified to active Customers by email or in the dashboard.