This policy explains how to cancel a Pixhelm LTD ("Lobbix", "we", "us") subscription, what happens to your account and your property data afterwards, and when a refund is available. It forms part of our Terms of Service.
Who takes the payment
Payments are processed by Paddle.com Market Ltd, acting as merchant of record. Paddle is the seller on the invoice, handles payment, billing and applicable tax, and appears on your card or bank statement. Refunds are issued by Paddle to the original payment method, at our instruction.
Cancelling a subscription
You can cancel at any time from Billing inside the app. There is no cancellation fee, no notice period and no need to contact us first.
- Cancelling stops the next renewal. It does not end the current billing period — you keep the plan you paid for until that period ends.
- Until then your account continues exactly as it is. Nothing is downgraded early and nothing is deleted at the moment you press cancel.
- You can undo a cancellation from the same screen at any point before the period ends, and billing resumes as if it had not been cancelled.
What happens to your property data
This is the part that matters most, because a hotel cannot pause its operation while a subscription question is sorted out.
- Your data stays exportable. Reservations, guest records, folios and invoices can be exported before and after cancellation — your operational history is yours.
- Access follows the paid period. When a paid period ends without renewal, the account becomes read-only: you can view and export, but not take new bookings, until you resubscribe.
- Your property setup and records are not deleted when a subscription ends. Resubscribing restores full access to them.
Refunds
Subscription fees already charged are non-refundable, except where the law gives you a refund right or where this policy says otherwise. Because you can cancel at any time and keep the period you paid for, cancelling early does not create a partial refund of that period.
We do refund, on request:
- A charge you did not authorise — for example a renewal on an account you had already cancelled, or a duplicate charge.
- A billing error on our side — the wrong plan, the wrong quantity, or the wrong amount.
- A sustained failure of the service that we could not resolve and that prevented you using the plan you paid for.
Where your local consumer law grants a statutory cancellation or cooling-off right, that right applies in full and this policy does not limit it. Consumers in the UK and EU should note that by starting to use the service immediately you may be agreeing that the cooling-off period does not apply once the service has been supplied.
Goodwill refunds outside the cases above: if you ask within 14 days of a charge — a first payment or a renewal — we will refund it in full, no questions asked. Requests made after 14 days are reviewed case by case and are not guaranteed
How to request a refund
Write to info@pixhelm.com from the email address on the account, with the invoice number or the date and amount of the charge. We aim to answer within five working days. If we agree, Paddle issues the refund to the original payment method — how long it takes to appear depends on your bank, typically five to ten working days.
You can also contact Paddle directly through the link on your invoice or receipt. Paddle will refer the decision back to us, so writing to us first is usually faster.
Chargebacks
If you believe a charge is wrong, please contact us before raising a chargeback with your bank. A chargeback is resolved by the card scheme rather than by us, takes considerably longer, and may suspend the account while it is open.
Free trials
A trial does not require a card and does not convert into a paid subscription on its own. When a trial ends the workspace moves to the free tier; nothing is charged unless you choose a plan.
Changes and disputes
If we change this policy we change the date at the top of the page. A change never applies retrospectively to a charge already taken. Disputes about this policy are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.
Contact
Questions about billing, cancellation or refunds: info@pixhelm.com.