In short
- If a job you paid for online cannot be printed at all, it is refunded automatically.
- If a job stops part-way, for example in a paper jam, the outlet decides with you whether to reprint it or refund it.
- Refunds go back to the payment method you used. Your bank usually shows them within {{REFUND_SETTLEMENT_DAYS}} (default: 5–7 working days).
- A job that printed correctly is not refunded unless the prints are defective.
Cancelling before you pay
You can remove a document, or change its pages and settings, at any time before you pay. Nothing is charged. A document that is not paid for is removed from the outlet’s computer after about 15 minutes.
Cancelling after you pay
Once a job is paid for, its settings are fixed and it is sent to print, so it cannot be cancelled from your phone. If you need to stop it, ask the outlet straight away. If the outlet stops it before any page prints, it is refunded as described below.
Automatic refunds
A paid job is refunded automatically, with nothing for you to do, when the outlet’s app is certain that no page of it was printed. For example:
- the printer never became ready, so nothing was sent to it;
- the document could not be prepared for printing;
- Windows cancelled the job, or the print queue had to be cleared, before any page printed;
- the document was lost from the outlet’s computer after you paid and before it printed.
The outlet page shows the job as refunded. We start the refund within {{REFUND_START_HOURS}} (default: 24) hours of the failure; usually it starts at once.
Jams and partly printed jobs
If a job stops part-way, some pages may already have printed, so the app does not decide on its own. The outlet owner, who can see the printer, chooses with you whether to reprint the job or refund it. You can ask for either from the outlet page. If the outlet refunds a job you paid for online, the refund goes back through Razorpay; if you paid in cash, the outlet gives the cash back at the counter.
Defective prints
If a job printed but the prints are defective — for example blank, badly smudged, cut off, or in black and white when you paid for colour — show them to the outlet before you leave. The outlet can reprint or refund them. If you and the outlet cannot agree, contact us (see below) within {{REFUND_CLAIM_DAYS}} (default: 7) days, with the tracking code shown on the outlet page.
We cannot refund a job that printed correctly because the wrong document or settings were chosen, since the outlet has used its paper and ink. Please check the preview and price before paying.
How refunds are paid
- Per document. Each document in a payment is refunded separately, for its own price. If you paid for three documents and one failed, only that one is refunded; the others still print.
- To the original method. A refund goes back to the card, UPI account or bank account you paid with. We cannot send it anywhere else.
- The full price of that document. We do not deduct any fee from a refund.
- Timing. We start the refund within {{REFUND_START_HOURS}} (default: 24) hours. It then usually reaches your account within {{REFUND_SETTLEMENT_DAYS}} (default: 5–7 working days), depending on your bank and Razorpay.
If you paid in cash
Payments made at the counter are between you and the outlet, and never reach GotPrinter. The outlet gives cash refunds directly. If an outlet refuses a refund you believe you are owed, you can still contact us and we will take it up with the outlet.
If you were charged and nothing happened
If you paid, your job did not print, and it has not been refunded, write to
{{SUPPORT_EMAIL}} (default: hello@gotprinter.com) with the outlet’s name, the time, and the tracking
code (it looks like #TRK-…) or the Razorpay payment id from your receipt. We
will check the payment record and refund it if the job was not printed.
Advertisers
Advertisers pay for a plan up front for a fixed number of printed pages. If a campaign is cancelled or ends early, unused pages become account credit. Unused credit is refunded to the original payment method on request, after review by our team. The remedy for an ad refused during review is credit of unused pages. For details, see the advertiser section of our Terms of Service and our Advertising terms.
Questions and complaints
Refund questions: {{SUPPORT_EMAIL}} (default: hello@gotprinter.com), {{SUPPORT_PHONE}}. If you are not satisfied with the answer, you can escalate to our Grievance Officer — see Grievances and contact.