Trust & Safety

Pixelly helps customers and Studios work together with clear Booking records, payments processed through Stripe, Studio checks and a documented route for raising concerns.

Secure payments

Booking payments are processed through Stripe. Full card and bank details are provided directly to Stripe, not stored by Pixelly, and funds remain in Stripe's payment system pending Studio payout under Pixelly's marketplace rules.

Payment review period

After a Booking is completed, payout can begin when both parties confirm completion or after seven days if no concern has been raised. A complaint, refund request, chargeback, fraud concern or legal review can pause payout.

Studio checks

Studios complete the checks Pixelly requires before listing and may be checked again while active. A verification status confirms only the stated checks; it is not a guarantee or endorsement of future service.

In-app messaging

Messages sent through Pixelly are recorded with the Booking and can be reviewed where reasonably necessary to handle a complaint, enforce the terms, prevent fraud or meet a legal obligation.

Fair dispute process

Raise a complaint from the Booking page and include the relevant details and evidence. The Studio has 7 days to respond. Unresolved cases can be escalated to Pixelly for review. Pixelly facilitates the process but is not a party to the Customer-Studio contract and does not replace either party's legal rights.

Data protection

Personal information is handled under the Privacy Policy and applicable UK data-protection law. Customers provide payment details directly to Stripe; Pixelly receives only the limited payment information needed to administer Bookings, refunds and payouts.

For Customers

See the total cost, amount due and applicable cancellation category before requesting a Booking.
Raise a complaint from the Booking page and provide supporting details or evidence.
If the Studio cancels and you do not accept a reschedule, all Booking payments, including Pixelly's Service Fee, are refunded.

For businesses

Booking payments and Studio payouts are processed through Stripe.
Payout can begin when both parties confirm completion, or after seven days if no concern requires review.
Customer cancellation charges follow the category shown on the Booking and remain subject to reasonable loss and applicable law.
Booking details, accepted quotes and messages sent through Pixelly provide a clear record.

Our response times

Our current service targets for disputes and escalations are measured on UK working days (Mon–Fri excluding bank holidays):

Acknowledgement: within 2 working days.
First decision: within 7 working days.
Final outcome: within 14 working days.
General support: within 2 working days.

Reporting an issue

For booking-specific issues, raise a complaint from inside the booking page so it's attached to the audit trail — this is the fastest way for our team to see the messages, quotes and files that relate to it. For account safety, suspected fraud or another concern, use our contact form with the "Trust & Safety" reason selected. We aim to acknowledge an escalated dispute within 2 working days and provide a first decision within 7 working days.