Refund Policy

Last Updated: 7 September 2026

PIXEL TECHNOLOGY LIMITED (registered in England and Wales) - 5 Brayford Square, London, England, E1 0SG

Email: contact@pixeltechnologyltd.com

1. Introduction and Scope

At PIXEL TECHNOLOGY LIMITED (“we”, “us”, “our”), we strive to ensure our players are satisfied with their in-game purchases. This Refund Policy explains your rights and our obligations regarding refunds for virtual currency, virtual items, and other digital content purchased within our Game ColorSlide.

This Policy applies to all users. However, if you are a Consumer (an individual acting for purposes wholly or mainly outside your trade, business, craft or profession), your statutory rights under UK law (including the Consumer Rights Act 2015) take precedence over any conflicting terms in this Policy. Nothing in this Policy affects your legal rights.

By making a purchase, you acknowledge that you have read, understood, and agree to this Policy.

2. Digital Content - Your Cancellation Rights (Cooling-Off Period)

2.1 General Rule for Digital Content

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy digital content (such as virtual currency, battle passes, or in-game items) that is made available to you immediately, you lose your statutory right to cancel the contract within 14 days (the “cooling-off period”), provided that:

• We obtain your express prior consent to start delivering the digital content immediately; and
• You acknowledge that you will lose your right to cancel once the content is supplied.

2.2 How This Applies to Our Game

When you complete a purchase in the Game, you explicitly agree that:

• We will deliver the purchased virtual currency or items to your account immediately upon confirmation of payment.
• You waive your 14-day cancellation right under the Consumer Contracts Regulations at the point of purchase, because the digital content is made available to you straight away.

Therefore, we do not offer refunds for simply changing your mind, no longer wanting the content, or accidental purchases, unless we, in our sole discretion, decide to offer a goodwill refund as described in Section 4 below.

3. Your Statutory Rights for Faulty Digital Content (Consumer Rights Act 2015)

The Consumer Rights Act 2015 gives you specific legal rights when digital content is faulty. These rights are not affected by the 7-day or other voluntary time limits in this Policy.

3.1 What You Can Expect

The digital content we supply must be:

• Of satisfactory quality - free from defects and as described.
• Fit for a particular purpose - if we have told you it can be used for a specific purpose.
• As described - matching the description and screenshots shown at the point of purchase.

3.2 Your Legal Remedies

If the virtual currency or items are faulty, not as described, or do not function as reasonably expected, you may be entitled to:

• Repair or replacement - we will attempt to correct the issue or provide equivalent substitute items.
• Price reduction or full refund - if repair or replacement is impossible, disproportionate, or not provided within a reasonable time and without significant inconvenience, you have the right to a refund, which may be a partial reduction or full amount depending on the severity of the fault.

3.3 Time Limits for Faulty Digital Content

• If the fault becomes apparent within 30 days of purchase, you have the short-term right to reject the content and claim a full refund.
• After 30 days, you may still be entitled to a repair, replacement, or a refund, which may be reduced to reflect the period of use, depending on the nature of the fault.
• We will not use the general 7-day limit in Section 4 below to deny a valid claim under this Section 3.

4. Our Voluntary Goodwill Refund Policy (Beyond Statutory Rights)

We may, at our absolute discretion, consider refund requests that fall outside your statutory rights under Section 3, such as accidental purchases or minor dissatisfaction. This is a goodwill gesture and does not create a legal obligation.

4.1 Eligibility for Goodwill Consideration

To be considered for a goodwill refund, all of the following must apply:

• Time Limit: The request is submitted within seven (7) calendar days from the original purchase date.
• Unused Content: The virtual currency or item has not been consumed, used, equipped, modified, gifted, or transferred.
• Technical Issue: The purchase was made due to a verifiable technical error on our side, such as payment processed twice or content never delivered due to our server failure, and you have not already received the content after contacting support.

4.2 No Guarantee

A goodwill refund is granted solely at our discretion. Meeting the above criteria does not guarantee approval. If you change your mind, bought the wrong item, or no longer need the content, we will generally decline your request under this section.

5. How to Request a Refund

5.1 Submission Requirements

To request any refund, whether statutory or goodwill, you must contact us via email. Incomplete requests will not be processed.

The email must include:

Your Account Details

• Game Username/ID and the registered email address.

Payment/Order Information (critical)

• A clear screenshot or copy of your receipt/order confirmation from the Apple App Store or other platform, showing the Order ID, Date, Item Name, and Amount.

Details of Request

• Name of the purchased item/pack.
• Detailed reason for the request.
• For goodwill requests: a statement confirming the content has not been used.
• For statutory fault claims: a description of the fault and how it fails to meet the requirements of Section 3.

6. Processing and Timeframes

6.1 Acknowledgment & Review

We will acknowledge receipt of your request within 5 business days. Our support team will review your account activity and purchase records.

6.2 Decision Timeframe

We aim to make a decision on your refund request within 14 business days of receiving your complete information.

6.3 Refund Execution (Statutory Claims)

• If we approve a refund under your statutory rights (Section 3), we will issue the refund within 14 days of our decision, as required by the Consumer Rights Act 2015.
• The refund will be made to the original payment method you used, such as your Apple ID payment account or credit/debit card.

6.4 Refund Execution (Goodwill Claims)

If we approve a goodwill refund (Section 4), we will process it promptly, but typically within 5-10 business days thereafter, depending on your payment provider’s processing times.

6.5 Account Adjustments

If a refund is granted, the corresponding virtual currency or items will be deducted from your game account. If this results in a negative balance, we may temporarily restrict your account until the balance is rectified.

7. Situations Where Refunds Will Typically Be Refused

We will generally not refund in the following cases, unless you have a valid statutory fault claim under Section 3:

• Requests submitted more than 7 days after purchase, for goodwill requests; statutory claims are not limited by this 7-day window.
• The content has already been used, consumed, gifted, or transferred.
• You changed your mind or no longer want the content, except where a statutory fault exists.
• Your account has been suspended or banned due to a breach of our Terms of Use.
• The purchase was made from a third-party or unauthorised reseller.

8. Chargeback Policy

If you initiate a chargeback with your bank or payment provider (e.g., Apple) without first contacting us to resolve your issue, we reserve the right to:

• Suspend or permanently disable your access to the Game, including all online features, until the chargeback is resolved.
• Block your email address and associated payment methods from future purchases.
• Dispute the chargeback with the payment provider, providing evidence of delivery and your acceptance of this Policy.

We strongly encourage you to contact us directly before initiating a chargeback. We are committed to resolving genuine issues fairly.

9. Dispute Resolution (Internal Process)

If you disagree with a transaction or our refund decision, you must use our internal dispute procedure before initiating any external claim or chargeback.

Step 1 - Initial Support

Email us at contact@pixeltechnologyltd.com with subject: "Dispute - [Your Username]". Include your transaction ID, date, amount, and a clear explanation. We will respond within 5 business days.

Step 2 - Escalation to Senior Officer

If you are not satisfied with the initial response, reply to the same email thread with subject: "Formal Dispute - [Your Username]". A senior compliance officer will review the case and provide a final internal decision within 10 business days of receipt.

Step 3 - External Resolution

If you remain unhappy after our final internal decision, you may:

• Seek advice from Citizens Advice (citizensadvice.org.uk) or the UK European Consumer Centre for cross-border disputes.
• Bring a claim in the small claims court of England and Wales, or, if you are a Consumer resident in another UK jurisdiction, in the courts of your home jurisdiction.

Only after exhausting this internal process may you initiate a formal chargeback or court proceedings.

10. Governing Law

This Refund Policy and any dispute arising out of or in connection with it, including non-contractual disputes, shall be governed by and construed in accordance with the laws of England and Wales.

If you are a Consumer, you may bring proceedings in the courts of England and Wales, or in the courts of the country or jurisdiction where you are habitually resident, if outside England and Wales, in accordance with applicable UK private international law rules.

11. Contact Information