When we refund your money
If you withdraw within the 5 business days following the contract and you did not use the service, we refund what you paid; in the European Union and the United Kingdom, the period is 14 calendar days. If we did not provide a service as agreed, you can ask us to do it again at no cost or to refund the part not provided, at your choice. If you cancel a development project, we refund the balance to you, minus the work performed and the documented third-party costs (see Development services). Charges that should not have been made (for example, a charge after cancelling) are refunded in full.
How to request it
Via WhatsApp at +502 3007-5046 or by email to soporte@pixelfactory.gt, with your invoice number. We give you a case number.
How we refund you
If you paid by card 30 days ago or less, the refund goes back to the same card. If you paid by card more than 30 days ago, in installments, in cash or by transfer, the refund is made by bank transfer. We process the refund within the 7 days after we approve your request; when it is credited to your account depends on your issuing bank, usually between 3 and 25 business days. If the refund is due to a failure on our part, we do not deduct any fee. For each refund we issue the corresponding electronic cancellation or credit note.
This does not limit the rights granted to you by the Consumer and User Protection Act (Ley de Protección al Consumidor y Usuario, Decree 006-2003), or your right to go to DIACO.
Last updated: October 20, 2026.