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, shop time and physical materials have already been committed.
  • READY Orders: Customers must collect READY orders promptly and complete secure handover using the token and pickup PIN. Delayed or abandoned collection may lead to document purge and loss of refund eligibility according to shop operations.
  • 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