ICCandle

Refund and Cancellation Policy

This Refund and Cancellation Policy (“Policy”) governs refund and cancellation terms for services provided by Pixel Nexus Global Pte. Ltd. (“we,” “us,” “our”) through the iccandle.ai platform (“Services”). This Policy is incorporated by reference into our Terms of Service and should be read in conjunction with those Terms.

1. Definitions

Subscription: A recurring paid access to the Services for a specified period (e.g., monthly or annually).

2. Cancellation Terms

Subscription Cancellation

  • You may cancel your Subscription at any time through your account dashboard or by contacting support.
  • Cancellation will take effect at the end of the current billing period; you will retain access to the Services through the end of that period.
  • Cancelling your Subscription does not automatically entitle you to a refund of fees already paid.

3. Refund Terms

3.1 General Rule

Except as expressly provided in this Policy or required by applicable law, all fees paid for Subscriptions are non‑refundable once charged.

3.2 Refund Eligibility

We may issue a refund at our sole discretion only in limited circumstances, including but not limited to:

  • Duplicate payments (verified duplicate charges will be refunded).
  • Technical errors that demonstrably prevented access to Services, where the error was not caused by user actions and is verified by us.
  • Applicable statutory rights under consumer protection law where these rights apply and cannot be waived.

Refunds, if approved, will be processed to the original payment method within a commercially reasonable timeframe determined by payment processors and banking partners.

3.3 No Refund for Partial Use

Refunds will not be issued for:

  • Partial use of the Services during a billing period.
  • Downgrades of Subscription plans.
  • Change of mind or business decisions after payment.
  • Subscription cancellations submitted after a billing cycle has renewed.

4. Cancellation After renewal

If an automatic renewal has already occurred before you request cancellation, the renewal fee will not be refunded. Your cancellation request will be effective for the next billing period.

5. Chargebacks and Disputes

We maintain a strict no-tolerance policy toward unjustified chargebacks.

Initiating a chargeback or payment dispute without first contacting us to seek resolution is considered a breach of this Refund and Cancellation Policy and our Terms of Service. Such actions may result in immediate suspension or permanent termination of your account, without notice, and forfeiture of access to the Services.

We reserve the right to challenge and dispute any chargeback that we deem unauthorized, abusive, or inconsistent with this Policy. This includes providing payment processors, banks, and financial institutions with all relevant evidence, including but not limited to:

  • Proof of service delivery and access logs
  • Account activity records
  • Acceptance of our Terms of Service and policies
  • Communication history with the customer

Customers are strongly encouraged to contact our support team first to resolve any billing concerns. We are committed to addressing legitimate issues in good faith; however, chargebacks used as a substitute for cancellation or refund requests will not be tolerated.

6. Modification of Policy

We may update this Policy from time to time. Material changes will be posted on our website or communicated via email prior to taking effect. Continued use of the Services after such updates constitutes acceptance of the revised Policy.

7. Contact Information

For all cancellation and refund requests, please contact our support team via our help center.