Refund & Cancellation Policy

Last updated: 30 August 2026

This policy explains how Apex subscriptions are cancelled and when refunds are given. It forms part of our Terms & Conditions.

1. Try before you pay

Every new organization starts on a 30-day free trial. No payment details are needed to register, nothing is charged during the trial, and there is nothing to cancel at the end of it. We recommend evaluating Apex fully within those 30 days — that is what they are for.

Two things are held back on a self-registered trial: the photo behind a scanned production entry is not kept, and departments are not available. Everything else — hajari, upad, salary, per-machine production, the panel scan and the reports — is open. Both switch on when a subscription starts.

When the 30 days are up, Apex becomes read-only: your data stays intact and you can still view everything, but changes are blocked until a subscription is active. Nothing is deleted, and you are never charged automatically at the end of a trial.

2. How subscriptions work

Subscriptions are arranged directly with us, outside the mobile apps. The Apex apps contain no purchasing, pricing or payment features. Apex is priced per machine, per month — you pick the step at or above your machine count, and staff scale with the machines rather than being billed separately. The whole rate card is on the Pricing page.

Before any subscription starts we agree with you:

• the machine step and the resulting fee;
• the billing period — monthly, six months or twelve, the longer terms paid up front at a lower rate;
• the one-time onboarding fee, if one applies; and
• any applicable taxes.

You will always know the amount and the period before you pay. We do not store your card or bank details.

Adding machines mid-term

Machines added part-way through a six- or twelve-month term are charged only for the months left in it, and then renew with everything else. On the monthly package they appear on the next bill. Removing machines takes effect at your next renewal — a shortened term is not refunded part-way through, for the reason in §4.

3. Cancelling

You can cancel at any time by contacting us at hello@16pixel.design from the email or phone number registered to your organization. No notice period and no cancellation fee.

On cancellation, your organization remains usable until the end of the period you have already paid for. After that it returns to the read-only state described above — your records remain, but changes are blocked. You may reactivate later without losing your history.

4. Refunds

• Within 7 days of a first payment — if Apex is not right for your organization, tell us within 7 days of your first subscription payment and we will refund it in full.
• Service failure — if a fault on our side leaves Apex substantially unusable for an extended period and we cannot resolve it, we will refund the affected part of your subscription period.
• Billing error — anything charged in error, or charged twice, is refunded in full as soon as it is confirmed.
• Onboarding fee — the one-time setup fee is refundable in full until the work has started. Once we have imported your staff and machine lists or trained your floor, it has been delivered and is not refundable, even if you later cancel the subscription.

Outside those cases we do not refund part-used periods, because the service has been available to you throughout. Renewals are not refundable once the new period has begun, but you can cancel to prevent the next one.

5. How refunds are paid

Approved refunds are returned by the same method you paid, normally within 7–10 business days of approval. The time it then takes to appear on your statement depends on your bank or payment provider.

6. Cancellation is not deletion

7. Contact

Questions about billing, cancellations or refunds? Email hello@16pixel.design and include your organization name so we can find your account quickly. See also our Terms & Conditions and Contact page.