Refund & Cancellation Policy

1. Free trials

The standard 14-day trial does not require a card and does not create a payment. It ends automatically unless the customer separately chooses and pays for an annual licence. There is therefore no trial fee to refund.

2. Initial annual licence purchases

If you change your mind, contact us within seven calendar days after the initial payment. We will provide a full refund where the account has not published a live publication or consumed material conversion, hosting or support resources.

If substantial use has already taken place, we may make a reasonable deduction for services already supplied where permitted by law. A request made after seven days is assessed on its merits and does not automatically qualify for a refund.

3. Once-off payments and automatic renewals

An annual once-off payment does not renew automatically. If you selected automatic annual card renewal, you may cancel future renewal charges by emailing us before the renewal date. Access ordinarily continues until the end of the period already paid for.

If an automatic renewal was charged and you no longer require the service, contact us within seven calendar days of that charge. A renewal refund will ordinarily be approved if no material account activity, new publication, rebuild or significant storage use occurred after renewal.

Cancelling automatic renewal is different from requesting an immediate account closure. Tell us clearly if you want both.

4. Duplicate, incorrect or unauthorised payments

Verified duplicate or incorrect charges will be refunded. Report a suspected unauthorised payment immediately so that we can investigate it with Payfast. We may require reasonable information to confirm the transaction and account holder.

If a paid Publisher service is materially unavailable because of a fault within our control and we cannot restore or reasonably remedy it, we will provide the repair, replacement, credit or refund required by applicable law.

5. Situations that do not ordinarily qualify

Subject always to non-excludable legal rights, refunds are not ordinarily provided for:

• unused time after a customer voluntarily stops using an active annual licence;
• failure to cancel automatic renewal before the renewal date, except under the seven-day renewal process above;
• problems caused by unsupported devices, customer connectivity or third-party systems outside our control;
• customer content that is defective, unlawful, too low in quality or supplied without the necessary rights;
• accounts suspended or terminated for material breach, unlawful activity or security abuse; or
• services and support already fully supplied at the customer’s request.

6. Requesting a cancellation or refund

Email info@pixelfishmarketing.com from the account owner’s registered email address. Include the business name, Publisher account email, payment date, amount, Payfast payment reference if available, and the reason for the request.

We will acknowledge the request and may ask for information needed to prevent fraud. Approved refunds are returned through the original payment method where practicable. Bank and payment-network processing times are outside our control; allow approximately five to ten business days after approval for the amount to reflect.

7. South African consumer rights

This policy operates together with the Pixelfish Publisher Terms of Service. It does not remove any cooling-off period, cancellation right, warranty, remedy or refund that applies under South African law and cannot lawfully be waived.