Refund Policy

You are not charged for a print that didn't happen. If the job fails, the amount is returned to your Prinsta Points balance automatically — you don't need to ask.

This covers:

• The printer was out of paper or toner.
• The printer went offline before the job started.
• The printer rejected the job.
• The job stayed queued past its expiry without printing.

Refunds to Points normally appear within a few minutes. If an hour has passed and yours hasn't, raise a ticket with the order code.

A print that came out as previewed is not refundable, even if it wasn't what you meant to print. The preview shows the exact pages, the colour detection and the total before you pay — that step is your chance to check.

• Wrong file uploaded, or wrong pages selected.
• The document had a typo or formatting problem in the file itself.
• You changed your mind after the job had already printed.
• Print quality complaints caused by the machine's own condition — raise these with the shop owner, who can also refund at their discretion.

If a job stops part-way — paper runs out at page 8 of 20 — you are charged only for the pages that printed, and the rest is refunded automatically.

Points balance is credit for printing and is not normally withdrawn to a bank account. If you are closing your account with a balance that came from refunds rather than promotional credit, contact support and we will handle it case by case.

Promotional credit — such as a top-up bonus — is not withdrawable.

If you think a charge is wrong, raise a ticket within 7 days with the order code. We can see the job, the printer's report and the payment against it, and we'll tell you what we find either way.

Contact support →