1. Overview & Escrow Refund Framework
At PixelMarket, our goal is to deliver a risk-free commerce experience across freelance services, digital asset downloads, and custom print merchandise. Because our ecosystem comprises three distinct transaction engines, specific cancellation and refund rules apply to each category as outlined below.
2. Freelance Services & Gigs Policy
- Cancellation Before Work Starts: If a creator has not yet begun work or the initial milestone requirement has not commenced, the buyer may cancel the order with a 100% immediate full escrow refund.
- Milestone Cancellations & Scope Changes: In the event of scope disputes or mutual cancellation during an ongoing gig, parties can agree to a partial release via the Resolution Center. Unworked milestone funds are instantly returned to the buyer.
- Missed Delivery Deadlines: If a creator fails to submit the agreed deliverable within the scheduled delivery timeframe (plus an allowable 24-hour grace window) without an approved extension, the buyer is entitled to cancel the order for a full 100% escrow refund.
- Quality Discrepancies: If the deliverable materially deviates from the gig description or explicit specifications, our Mediation Team arbitrates the dispute and facilitates refunds where warranted.
3. Digital Products & Instant Downloads Policy
Due to the irreversible nature of digital file downloads (code, Figma designs, audio, 3D models), purchases are generally non-refundable once the file has been accessed or downloaded. However, full refunds are honored in the following cases:
- Corrupted or Non-Functional Files: The downloaded archive (.zip/.tar) is damaged or unreadable, and the creator does not provide a working patch within 48 hours.
- Critical Misrepresentation: The asset substantially omits core features or compatibility versions explicitly promised in the listing description.
- Duplicate Charges: In case of accidental duplicate checkout charges caused by payment network latency, the duplicate transaction will be refunded immediately.
Refund claims for digital items must be submitted via the Resolution Center within 7 days of purchase.
4. Phygital Print-on-Demand (Merchandise) Policy
- Order Cancellation Window: Because print-on-demand items are custom manufactured, orders can only be cancelled within 2 hours of placement before the print job is batched to certified partner print hubs.
- Damaged in Transit or Printing Defects: If your print merchandise arrives torn, cracked, misprinted, or damaged by courier handling, submit clear photographs to our support team within 7 days of delivery. You will receive an immediate free reprint replacement or a 100% full refund.
- Incorrect Sizing or Color Proofing Errors: If the delivered merchandise differs from the sizing chart or print specifications due to manufacturing error, a complimentary replacement will be dispatched at no extra cost.
5. Refund Timelines & Payout Methods
Approved refunds are processed back through our payment gateway partners (Razorpay / Cashfree) to your original payment method:
- UPI / Instant Wallets: 24 to 48 hours.
- Net Banking & Debit/Credit Cards: 5 to 7 business days, subject to your bank’s clearance cycles.
- PixelMarket Wallet: Instant credit for zero-fee immediate use on future marketplace orders.