Cancellation & refund policy

Our ID cards are made to order and printed with your organisation's details, so they cannot be resold. This policy explains when an order can be cancelled and when you are entitled to a refund or reprint.

1. Cancellation

• Before payment: you can cancel a request at any time from your account, free of charge.
• After payment, before proof approval: you can cancel by contacting us. You receive a full refund, minus any design charge stated in your quote for design work already delivered.
• After proof approval or once printing has started: the order cannot be cancelled because the cards are personalised. We may agree a partial refund for work not yet carried out.
• Cancelled by us: if we cannot accept or complete an order, we cancel it and refund the full amount paid.

2. Returns

Because cards are personalised, we do not accept returns or exchanges for change of mind, or for errors in content that you approved in the proof.

3. Reprints and refunds for our errors

We will reprint the affected cards free of charge, or refund their value if a reprint is not possible, when:

• the printed cards differ from the approved proof;
• cards have a printing defect, such as smudging, peeling, wrong colours far outside normal tolerance, or incorrect cutting;
• fewer cards are delivered than you paid for; or
• the parcel arrives damaged.

Please report the issue within 7 days of delivery by contacting us with your order reference, the number of affected cards and clear photographs. For a visibly damaged parcel, please report it within 48 hours of delivery, keep the packaging, and record it with the courier if possible. Reprints are dispatched within 3 to 7 working days after we confirm the issue.

4. Refund timelines

• Approved refunds are initiated within 5 to 7 working days.
• Refunds are made to the original payment method through Razorpay (card, UPI, net banking or wallet). Bank transfer payments are refunded to the source bank account.
• After we initiate a refund, your bank or card issuer may take a further 5 to 7 working days to credit it.
• Duplicate payments, and amounts debited for a payment that failed on our side, are refunded in full.

5. How to request a cancellation or refund

If you are not satisfied with the outcome, you can escalate it under our grievance redressal policy.