Effective date: 18 December 2025
Last updated: 24 December 2025

This Payments, Refunds, and Chargeback Policy explains how pricing, invoices, payment processing, cancellations, refunds, and chargebacks are handled for Seto Pixel services. Seto Pixel is registered in Nepal and delivers services to clients in Australia, the United Kingdom, and other international markets. This policy is written to reflect practical international service delivery, Nepalese business expectations, and standard payment gateway requirements used for card transactions.

Prices and fees are communicated through proposals, scopes, packages, email confirmations, or invoices. Unless explicitly stated otherwise, prices do not include bank fees, international transfer fees, currency conversion costs, third-party processing fees, government taxes, withholding taxes, or levies that may apply in the payer’s country or through their payment method. Where such charges reduce the received amount, the difference may remain payable so the invoiced amount is settled in full.

Invoices are payable by the due date stated on the invoice or scope. If payment is late, work can be paused, delivery timelines can shift, and access to deliverables can be withheld until the account is current. Continued non-payment can result in termination of services while outstanding balances remain payable. If a project requires upfront work such as strategy planning, creative production, account configuration, or onboarding, payment may be required before work begins.

Payments may be accepted through bank transfer, card payments, online payment gateway links, or other approved methods depending on client location and the invoice terms. Card payments are typically processed through a bank payment gateway arrangement, and Seto Pixel receives confirmation such as payment status, amount, date, and transaction reference. Full card details must not be captured or stored on the website, server, or internal records, and customers should never be asked to share PINs, OTPs, CVV codes, or card passwords through email or chat. 

Refunds depend on the type of service and the stage of delivery. Seto Pixel delivers customized, time-based professional services, and once work has started, resources are allocated and time is spent that cannot be “returned.” For that reason, fees are generally non-refundable after work commences, especially for strategy work, audits, research, creative development, account setup, consulting time, automation building, management time, and any work already delivered. If a refund is agreed in writing, or if a refund is required by applicable law, the refund amount may exclude completed work, administrative effort, non-recoverable costs, third-party costs, ad spend, platform fees, and payment processing charges.

When a refund is approved, Seto Pixel aims to process it within 7 business days from the date the refund is confirmed as approved. The bank or payment provider may take additional time to reflect the funds depending on the payment method, settlement cycle, and the payer’s bank. Where payments were made by card through a gateway, refunds must be routed through the same payment gateway and acquiring bank channel used for the original transaction, not by cash or alternative transfer methods, unless law requires otherwise. 

Cancellations must be made in writing. Where a notice period is stated in a scope or agreement, that period applies. Where no notice period is stated, reasonable notice is expected so active work can be safely stopped and files can be handed over properly. On cancellation, the client remains responsible for paying for work completed up to the cancellation effective date, plus any non-cancellable third-party costs already committed on the client’s behalf. Advertising budgets and media spend are separate from service fees unless the invoice clearly bundles them.

A chargeback happens when a cardholder disputes a card transaction through their issuing bank. Chargebacks can occur for many reasons, including claims of unauthorized payment, dissatisfaction, misunderstandings, non-delivery claims, or processing errors. For card payments, the merchant is typically responsible for chargebacks and for providing evidence when disputes occur. Proof of delivery or proof of service performance may be required, and reasonable records should be maintained for at least one year where payment gateway rules require it. 

If a chargeback or dispute is raised, Seto Pixel may request information needed to challenge it, including approvals, written confirmations, scope acceptance, delivery messages, meeting records, access logs, and evidence of work performed. If the chargeback is decided against the merchant or is otherwise unrecoverable, the disputed amount and any related fees, penalties, or bank charges may become payable, and settlement may be adjusted by debiting merchant balances or deducting from future settlements in line with payment gateway and bank rules. 

To reduce disputes, Seto Pixel keeps service scopes written, uses clear invoice references, shares delivery updates, and encourages clients to raise billing concerns quickly. If a billing error is suspected, it should be reported as soon as possible with the invoice number and details so it can be reviewed in good faith and corrected if confirmed.

This policy operates together with the Terms and Conditions and Privacy Policy. Where a signed agreement or accepted scope states different commercial terms, those written terms generally control for that project, while payment gateway rules still apply to card processing and dispute handling.