1. Service Delivery
Upon payment confirmation, the Pixmate seat allowance and token packs you purchased are credited to your account IMMEDIATELY. There is no physical delivery. Hiring Pixmates, starting chats, and producing output (documents, images, audio) become available across the product the moment authorization succeeds.
During exceptional events (system maintenance, upstream provider outages), service may be temporarily unavailable; we notify via alperen@pixel-office.com and extend the affected subscription window accordingly.
2. Right of Withdrawal (14 Days)
Under Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation, you generally have 14 days to withdraw from a digital purchase.
By law, this right does NOT apply to digital services whose performance has begun. At Pixel Office, however, we offer a full refund within the first 14 days to customers who have not actively used the service (zero Pixmate chats, zero token consumption). Requests must be sent to alperen@pixel-office.com with the subject "refund request".
3. Refund Process
Once approved, refunds are issued within 14 business days via the original payment method (credit card / bank transfer). Bank-side reflection delays (2-10 business days) are not included in this window.
Partial-use refund requests are reviewed case by case. Consumed tokens and seats already used are not refundable; pro-rated refunds for the remaining period may be considered.
4. Non-Refundable Cases
• Requests submitted after the 14-day window • Accounts closed due to Terms-of-Service violations • One-shot token packs after consumption has started • Packs purchased with 100%-off promotional codes
5. Contact
For all delivery and return inquiries, write to alperen@pixel-office.com. We respond within 2 business days.