Refunds
We aim to be reasonable here, not lawyer-careful. The headline:
- Annual plans — full refund within 14 days, no questions.
- Monthly plans — no automatic refund, but we prorate when we break something.
Below, the details.
Annual plans: 14-day window
If you signed up for an annual plan within the last 14 days, you can request a full refund and we'll process it. No survey, no retention call.
How to ask:
- Cancel via Billing first.
- Email info@pixelandprocess.de from the team owner's address with the invoice id.
- We refund within one business day.
The refund returns to the original card or bank account. Depending on your bank, it can take 5-10 days to appear on your statement. The billing partner handles the timing — we don't sit on funds.
After day 14, annual subscriptions are non-refundable. Cancellation at that point stops the renewal at the end of the term but doesn't refund the current term. See cancellation.
Monthly plans: technical-issue prorations
We don't refund monthly plans on demand — they're cheap enough and short enough that the cycle is the unit of commitment.
We do prorate when there's a real technical problem on our side:
- Multi-hour outage that blocked submissions
- A regression that broke webhooks for >24 hours
- A billing bug that double-charged
In those cases we proactively credit the affected accounts. You don't need to ask. If you think you should have been credited and weren't, email info@pixelandprocess.de and we'll review.
We do not prorate monthly plans for:
- "I forgot I was subscribed"
- "I didn't use it this month"
- "I cancelled on day 28"
The cycle is the unit, and cycles are 30 days.
Overage refunds
Overage charges (above-quota submissions billed at $2 / 1,000) follow the same rule as monthly plans — non-refundable except for technical issues. If overage was caused by a spam flood we failed to filter, that counts as a technical issue and we credit the difference. Reach out to info@pixelandprocess.de with the timeline.
How long it takes
| Step | Timing |
|---|---|
| Email arrives | Same business day |
| Refund initiated | Within 1 business day |
| Funds back on card | 5-10 days (bank-dependent) |
| Funds back on SEPA / ACH | 3-5 business days |
If you don't see the refund after 10 business days, the billing partner's hosted portal (linked from any receipt email) shows the refund status — you can hand that to your bank if they're slow.
Disputed charges
If you've already initiated a chargeback through your bank, we can't issue a refund in parallel — the charge is locked while the dispute is open. Ask the bank to drop the dispute first, then email us.
In general, please email us before disputing. Chargebacks are slow and expensive for everyone involved, and we resolve nearly every billing question over email faster than a chargeback resolves.
VAT and tax on refunds
Refunds reverse the original tax line at the same rate. If the original charge was reverse-charged (EU B2B with valid VAT ID), the refund is also reverse-charged — the invoice updates accordingly.
Tax authority filings get adjusted on our quarterly returns. You don't need to do anything on your side beyond marking the refunded invoice as reversed in your accounting.
Coupons
If you applied a coupon and request a refund inside the 14-day annual window, the refund is the actual amount paid (post-coupon), not the list price. Forever-discount coupons remain attached to the team — if you re-subscribe later, the discount applies again.
See coupons for how single-use vs. forever discounts work.
What's next
- Cancellation → — what happens when you cancel
- Invoices → — finding receipts and PDFs
- Coupons → — applying and renewing