Refund and Cancellation Policy

1. Introduction

At PrintRuns, we understand that printing is often time-sensitive and highly customized. This Refund & Cancellation Policy explains when orders may be cancelled, when refunds may be granted, and how disputes are handled between Customers, Printing Partners, and PrintRuns.

Because many products sold through PrintRuns are custom-made, not every order is eligible for cancellation or refund.

This Policy should be read together with our:

• Terms & Conditions
• Privacy Policy
• Acceptable Use Policy

2. Our Refund Principles

PrintRuns is committed to:

• treating customers fairly;
• protecting Printing Partners from unreasonable losses;
• ensuring accountability for production quality;
• resolving disputes promptly and transparently;
• maintaining trust across the marketplace.

Refund decisions are made based on the specific circumstances of each order.

3. Order Status

For the purpose of this Policy, orders move through the following stages:

• Awaiting Payment
• Payment confirmed
• Printer Assigned
• Printing in progress
• Printing completed
• Ready for Dispatch
• Out for delivery
• Delivered
• Completed
• Cancelled

The availability of cancellation or refund depends on the current stage of the order.

4. Cancellation Before Production Begins

Customers may cancel an order at any time before production begins.

Where payment has already been made, the customer will receive a full refund, less any non-refundable payment processing charges where applicable.

5. Cancellation After Production Assignment

Once PrintRuns has assigned a Printing Partner and Production Begins, materials and production resources may already have been committed to the order. Cancellation requests submitted after acceptance will be reviewed on a case-by-case basis.

If production has not yet started, PrintRuns may approve the cancellation, though administrative or processing fees may apply.

If production has already begun, cancellation may no longer be possible due to materials, labour, and production costs already incurred.

6. Cancellation After Production

Custom printed products are produced specifically for each customer.

Once production has started, orders generally cannot be cancelled. Exceptions may apply where:

• PrintRuns determines that production cannot reasonably continue;
• the Printing Partner is unable to fulfil the order;
• a significant operational issue prevents completion.

Where fulfilment continues through another verified Printing Partner, the order shall not be regarded as cancelled solely because of the reassignment.

7. When Refunds May Be Approved

Refunds may be considered where:

• the Printing Partner is unable to fulfil the order;
• the wrong product was produced;
• the wrong quantity was delivered;
• confirmed production defects exist;
• the order was lost before delivery;
• duplicate payments were made;
• PrintRuns cancelled the order;
• PrintRuns approves a pricing adjustment following the reassignment of an order to another verified Printing Partner where the replacement production cost is lower than the amount originally paid by the Customer.

Each request is reviewed individually.

8. When Refunds Will Not Be Approved

Refunds will generally not be granted where:

• the customer uploaded incorrect artwork;
• spelling mistakes were present in customer-approved designs;
• incorrect colours were chosen by the customer;
• incorrect sizes were selected;
• incorrect delivery information was supplied;
• the customer simply changes their mind after production begins;
• normal printing tolerances apply;
• an order is reassigned to another verified Printing Partner while maintaining the same agreed product specifications and quality standards.

Customers are encouraged to carefully review all files and specifications before confirming an order.

9. Late Delivery

PrintRuns understands that many print orders are time-sensitive and are often required for events, business activities, campaigns, or other scheduled occasions.

Printing Partners are expected to fulfil orders within the turnaround time they advertise or agree upon.

Where delays occur, PrintRuns will assess each case individually.

Minor Delays

Where an order is delivered within a reasonable period beyond the estimated turnaround time and the delay does not materially affect the intended use of the product, customers will generally not be entitled to a refund.

However:

• the delay will be recorded against the Printing Partner's performance history;
• PrintRuns may issue a formal warning to the Printing Partner;
• repeated delays may result in suspension or removal from the platform;
• PrintRuns may also provide proactive updates to the Customer regarding the progress of the delayed order where reasonably possible.

Significant Delays

Where:

• the agreed delivery time is exceeded by a substantial margin;
• the customer promptly notifies PrintRuns of the delay;
• and the customer can reasonably demonstrate that the printed product can no longer serve its intended purpose,

PrintRuns may, after investigation, approve one or more of the following remedies:

• a full refund of the PrintRuns platform service fee;
• a partial refund of the printing cost;
• a platform credit;
• another fair resolution based on the circumstances.

The appropriate remedy shall be determined by PrintRuns after considering the cause of the delay, the stage of production, the actions taken by both the Customer and the Printing Partner, and the overall circumstances of the order.

Where a Printing Partner is responsible for the delay, any approved refund relating to the production cost may be deducted from that Printing Partner's settlement or future earnings.

Where a delay results from incorrect artwork, delayed Customer responses, inaccurate delivery information, force majeure events, or other circumstances beyond the reasonable control of PrintRuns or the Printing Partner, refunds or compensation may not be available.

10. Customer Design Approval

Where PrintRuns provides design services, editable templates, or facilitates design services through approved Designers, customers may choose one of the following options before production:

Option A — Review Before Printing

The completed design is shared with the customer for review.

The customer may:

• approve the design for production; or
• request reasonable corrections.

Production will not begin until the customer provides approval.

Option B — Direct to Print

Customers who select this option authorise PrintRuns to send the completed design directly to production without requiring further approval.

By selecting this option, the customer accepts responsibility for any design decisions made based on the information they provided.

11. Quality Disputes

If a customer believes that a printed product contains a production defect, they should notify PrintRuns as soon as reasonably possible after receiving the order.

Customers may be asked to provide:

• photographs;
• videos;
• a written description of the issue; or
• any other relevant evidence.

PrintRuns will investigate the complaint in consultation with the Printing Partner.

Possible resolutions include:

• correction of the issue;
• reprint of the affected items;
• replacement;
• partial refund;
• full refund where appropriate; or
• another mutually acceptable resolution.

12. Reprint Policy

A reprint may be approved where PrintRuns determines that the issue resulted from:

• printing defects;
• incorrect production;
• finishing errors;
• packaging errors;
• verified production faults.

Where a reprint is approved, PrintRuns reserves the right to determine whether the reprint will be produced by the original Printing Partner or reassigned to another verified Printing Partner where necessary to ensure quality, efficiency, or timely fulfilment.

A reprint will generally not be approved where the issue resulted from:

• customer-supplied artwork;
• customer-approved proofs;
• incorrect information provided by the customer;
• normal printing tolerances.

13. Printer Accountability

PrintRuns monitors the performance of all Printing Partners.

Where a Printing Partner repeatedly fails to meet platform standards, PrintRuns may take one or more of the following actions:

• issue a warning;
• temporarily suspend new order assignments;
• require corrective measures or additional verification;
• permanently remove the Printing Partner from the platform;
• reassign existing or future production orders where necessary to protect Customers or maintain platform service standards.

PrintRuns may also adjust or delay settlement where a verified dispute results in an approved refund attributable to the Printing Partner.

14. Refund Method

Approved refunds will generally be made using the original payment method used for the transaction.

Where this is not reasonably possible, PrintRuns may offer an alternative refund method agreed with the customer.

Refund processing times may vary depending on the payment provider or financial institution.

15. Dispute Resolution

Where a disagreement arises between a customer and a Printing Partner, PrintRuns may act as a neutral facilitator to review available evidence and seek a fair outcome.

Where appropriate, PrintRuns may request additional documents, photographs, videos, production records, delivery records, or other relevant evidence before reaching a final decision.

Customers and Printing Partners are expected to cooperate by providing relevant information requested during the investigation.

PrintRuns' decision will be based on the facts available, applicable platform policies, and the interests of maintaining fairness across the marketplace.

16. Force Majeure

PrintRuns and its Printing Partners shall not be held responsible for delays or failures caused by circumstances beyond their reasonable control, including but not limited to:

• natural disasters;
• severe weather;
• civil unrest;
• government restrictions;
• widespread power outages;
• internet or telecommunications failures;
• transportation disruptions;
• public health emergencies; or
• other unforeseen events.

Where reasonably possible, affected customers will be informed of any significant delays.

17. Changes to this Policy

PrintRuns may update this Refund & Cancellation Policy from time to time to reflect operational improvements, legal requirements, or changes to the platform.

The latest version will always be published on the PrintRuns website with an updated Effective Date.

18. Contact

If you have questions about this Refund & Cancellation Policy or wish to request a refund, please contact us:

Website: www.printruns.ng

Email: support@printruns.ng

Business Name: PRINT RUNS

Lagos, Nigeria