Merchant Protection Protocol

Refund Policy.

Transparent and fair refund structures designed to protect both the modern scholar and the dedicated shop owner.

11. The 10-Minute Golden Window (100% Refund)

  • Full Refund: You are entitled to a 100% full refund of your total order amount (including platform fees) if you cancel within 10 minutes of placement, provided the shop has not begun processing.
  • Merchant Rejection: If the shop rejects your order due to technical failure, stock issues, or capacity limits, 100% of your payment will be credited back to you.
  • Verified Incidents: Full refunds are also processed if our systemic audit detects a double-payment or a failed transaction.

22. Late Cancellation Policy

  • Beyond 10 Minutes: Any cancellation initiated after the 10-minute golden window incurs standard resource penalties to protect the shop's time and queue.
  • Shop Return (93%): The shop will process a 93% refund of the print value back to you. The shop retains 7% as a 'Shop Handling Fee' to compensate for queue disruptions.
  • Cancellation Fee (3%): We do not collect any platform fees on refunds. We only apply a strict 3% cancellation fee to cover the mandatory payment gateway (Razorpay) processing charges.

33. Non-Refundable Scenarios (0%)

  • Work Commenced: Once an order moves to 'PRINTING' or 'READY', no refunds are issued. At this stage, physical materials (paper, ink, toner) have already been permanently consumed.
  • The 24-Hour Purge: Failure to collect a 'READY' order within 24 hours results in a 'Privacy Burn' auto-purge. The physical documents will be securely destroyed, and funds will be forfeited to cover merchant material costs.
  • User Error: Refunds are not granted for errors in user specifications (e.g., incorrect page count, wrong orientation, or choosing color instead of black & white).

44. Processing & Timelines

  • Refund Source: All refunds are processed back to the original payment method (UPI, Card, or Wallet). Direct UPI refunds are subject to manual shop-side UTR verification.
  • Timeframes: Standard banking refunds take 5-7 business days. Achigo Wallet-based refunds are usually near-instantaneous upon approval.
  • Dispute Resolution: Any unfair treatment or rejection by a shop must be reported within 24 hours via in-app support for a systemic manual override.

Unfair Treatment?

If a merchant has rejected your order without cause or provided poor quality, initiate a dispute immediately.

Report Incident