Refund and cancellation policy

Overview

This policy explains how to cancel a paid plan for a Pxlhut product, and when you get money back. It forms part of our Terms of Service. The rules differ by product, and match each product's own terms.

It covers payments made to Pxlhut. If you paid an agency or centre that takes payments through its own account, such as a student paying an Institify centre for a course or a mock test seat, that business's refund policy applies. Please contact it.

Cancelling

You can cancel at any time from your account or by contacting us. Cancelling stops future billing. Before your account closes, you can download your reports or ask us for a copy of your data.

TellyPOS

For TellyPOS, the rules are:

• The one-time registration fee is not refundable.
• If you cancel a paid subscription part-way through a billing period, we refund the unused part of that period, worked out by the day.
• Unpaid shops are not deleted: they become read-only after a short grace period until payment is made.

Institify

When you cancel, your subscription stays active until the end of the period you have paid for. We do not refund the unused part of a period. We give a full or partial refund when:

• You were charged by mistake, for example twice for the same period, or after you had cancelled.
• A problem on our side stopped you using the main features for a significant part of the period, and we could not fix it within a reasonable time.
• We end the agreement without a reason on your side. We then refund the unused part of the period.
• The law requires a refund.

Institify credits

Used credits are not refundable, and unused credits have no cash value. Credits used up because of a fault on our side are put back.

How to ask for a refund

Email us from the address on your account: support@tellypos.com for TellyPOS, or hello@pxlhut.com for Institify and anything else. Tell us your shop, centre or business name, the product and plan, the payment date and amount, and why you are asking. We may ask for the payment reference.

How refunds are paid

We reply within 5 working days. Approved refunds go back the way you paid wherever possible: to your card or wallet through the payment provider, or by bKash, Nagad or bank transfer for payments we recorded by hand. Your bank or wallet may take a further 5 to 10 working days to show it. Refunds are made in the currency you paid; we are not responsible for exchange-rate differences.

Chargebacks

If you have a problem with a charge, please contact us first. We can usually fix it faster than a bank dispute. A chargeback filed without contacting us may lead to the account being suspended while we look into it.

Contact

Pxlhut, Baga Billa, Islampur, Mejortila, Sylhet 3100, Bangladesh. Email hello@pxlhut.com, phone +880 1774-224043, Saturday to Thursday, 10 am to 7 pm (Bangladesh time).