Refund Policy

1.1. This Policy explains under what conditions bookings and purchases made at Hai Pixel can be cancelled, rescheduled or refunded: game sessions, birthday party packages, corporate events and gift cards.

1.2. The Policy supplements the Terms and Conditions and is to be read together with them. In the event of any inconsistency regarding cancellation and refunds, the provisions of this Policy prevail.

2.1. Hai Pixel services are leisure services provided on a specific date and within a specific time slot. For this type of service, the 14-day withdrawal right that normally applies to distance contracts does not apply, since performance is scheduled for a precise calendar date, in accordance with consumer protection legislation.

2.2. Nevertheless, we offer Clients the possibility to cancel or reschedule a booking under the conditions described below.

3.1. Free cancellation or rescheduling:

• •for parties and events: at least 48 hours before the booked date and time;
• •for game sessions: at least 24 hours before the booked date and time.

In these cases, the Client may choose a new available date or request a full refund of the amounts paid.

3.2. Late cancellation: if cancellation or rescheduling is requested below the above thresholds, the Operator may retain, in full or in part, the advance payment or the booking value, to cover the blocked slot and the preparations made.

3.3. No-show: failure to arrive at the booked date and time without prior notice does not entitle the Client to a refund.

3.4. Rescheduling is subject to the availability of other slots and can, as a rule, be done once per booking, except where separately agreed with the Operator.

4.1. If the service cannot be provided for reasons attributable to the Operator, for example a technical failure, venue unavailability or force majeure, we will notify you as soon as possible.

4.2. In such situations you are entitled, at your choice, to:

• •rescheduling the booking to a convenient date; or
• •a full refund of the amounts paid.

5.1. Gift cards can be used to pay for services, within the value and validity period indicated at purchase.

5.2. Gift cards are not refundable for cash and cannot be exchanged for money, except where expressly required by law.

5.3. The unused value of a gift card remains available until the validity period expires, except where the law provides otherwise.

6.1. To request a cancellation, rescheduling or refund, you can contact us by:

• •e-mail: [email protected];
• •phone: +373 79 238 617;
• •the form on the page https://haipixel.md/contact.

Bookings can also be cancelled directly online, through the management link in the booking confirmation e-mail.

6.2. To process your request quickly, please indicate: the name on the booking, the booked date and time, the type of service and, where applicable, the reason for cancellation.

7.1. Refunds are made, as a rule, using the same payment method used for the purchase (for example, a refund to the bank card used).

7.2. The amount is returned within up to 14 days of the refund request being approved, subject to the processing times of the bank or payment service provider.

7.3. Any bank fees related to the original transaction may be retained, to the extent permitted by law and in accordance with the payment provider's policy.

8.1. This Policy does not affect the rights you have as a consumer under Law no. 105/2003 on consumer protection, including the right to remedy, to a refund of the price or to compensation in the case of a non-conforming service.

8.2. Any complaint may first be addressed to the Operator, through the channels in section 6. If the dispute is not resolved amicably, you may address the competent consumer protection authority of the Republic of Moldova, the State Inspectorate for the Supervision of Non-Food Products and Consumer Protection (consumator.gov.md), or the competent courts.

Pixel Group Prime SRL (Hai Pixel) IDNO: 1025600067579 Registered office: 2/4 Constantin Negruzzi Blvd, Chișinău, Republic of Moldova Opening hours: daily, 10:00 - 22:00 E-mail: [email protected] Phone: +373 79 238 617 Website: https://haipixel.md Contact form: https://haipixel.md/contact