Terms

The deal between you and PixelPup, in plain English: what we do, what we ask of you, and how plans and payment work.

Last updated 20 September 2026.

What PixelPup is

PixelPup is a remote support service. We install a small set of tools on the computers you ask us to look after. Those tools keep one outgoing connection to our server so that a PixelPup technician can see the screen, use the mouse and keyboard, and run repairs when you need help. They also check the computer's health every 30 minutes and tell us if something is wrong.

Our privacy notice sets out exactly what those tools send and what we keep. By using PixelPup you are agreeing to both pages.

You are in control of which computers. Only install the PixelPup tools on computers you own or are responsible for looking after. If you put them on someone else's machine, you are telling us you have their permission.

Your account

Keep your password to yourself, and turn on a passkey or an authenticator app if you can. Anything done with your login counts as done by you.
Each plan comes with a number of logins and a number of computers. The Prosumer plan is one login and up to five computers; the Organization plan is three logins and up to twenty. When a plan changes, logins over the new limit are switched off.
An organisation owner can invite team members by email. They see that organisation's computers, and the owner is responsible for who they invite.
Tell us if you think somebody else has got into your account.

Plans and payment

Plans are billed every month through Stripe, who handle the payment for us. The price is the one shown on the plan you choose at checkout.

The first 14 days are free. Nothing is charged on the day you start. Stripe does ask for a card at that point, and unless you cancel before the fourteen days are up, the trial rolls into the plan you chose and billing begins.

You can cancel at any time. Cancelling stops the next payment: your plan keeps running to the end of the period you have already paid for, and your logins switch off when that period ends. You cancel on the billing page Stripe runs for us, which has a Cancel button — there is a link to it in your console account, and in the message you get straight after checkout. If the page cannot find your subscription, that usually means the email on your console login is not the one you paid with; write to us and we will sort it.

We do not normally refund the unused part of a period you have already paid for — you keep the service until it runs out instead. If something has genuinely gone wrong, though, we will put it right: write to support@pixelpup.net and tell us what happened. If we do refund a payment, the plan ends at that point rather than running on.

If a payment fails, we leave your access alone for a short while so you can fix the card. If the subscription is cancelled or goes unpaid, the logins on it are switched off.

Using it properly

Please do not use PixelPup, or anything we install for you, to:

reach a computer you do not own and are not allowed to reach;
watch somebody without them knowing;
break the law, or help someone else do it;
store or share material you have no right to;
attack, overload or pick apart our server.

If we find something like that we will switch the account off, and we will tell you why.

Availability

PixelPup runs on one server that we own and look after ourselves. We watch it and we fix it quickly, but we do not promise a particular level of uptime. There will be short interruptions for updates and repairs, and sometimes for reasons outside our control — a power cut or a broken internet line.

Remote support also depends on the computer being switched on, awake and connected. If it is off or offline, we cannot reach it.

Your files and your data

Whatever you keep with PixelPup stays yours. We do not sell it and we do not use it for advertising.

Please keep your own copy of anything important. Our nightly backups cover accounts, settings and records, but the contents of files uploaded to PixelPup Files are not backed up. PixelPup is not a substitute for your own backup.

Files you upload stay until somebody deletes them — there is no automatic clear-out. Share links you create may have no expiry unless you give them one. Both are worth remembering before you share something sensitive.

Ending it

You can stop using PixelPup whenever you like: cancel the plan, and ask us to take the tools off your computers. We will do it and confirm when it is done.

We can close or suspend an account that goes unpaid, or that is used in one of the ways listed above. If we ever stop the service altogether, we will give you as much notice as we reasonably can so you can get your data out.

To get a copy of your data, or to have it deleted, write to support@pixelpup.net. The privacy notice explains what happens then.

What these terms do not cover

These terms are deliberately short and written in plain English. They do not set a limit on what we would be liable for, and they do not name a country whose law applies, because we would rather say nothing than write something we have not had checked. If you need either of those in writing before you buy — because of your own rules at work, for instance — write to support@pixelpup.net and ask.

Nothing on this page takes away rights the law where you live gives you as a customer.

Changes to these terms

When these terms change we update the date at the top. If a change matters to what you pay or what you get, we will email the address on your account.

pixelpup.net · Home · Help centre · Privacy notice · support@pixelpup.net