FastCopy Refund Policy

This Refund Policy explains when and how refunds are issued for wallet top-ups and print orders made through FastCopy, a product operated by Ustadex ("Ustadex", "we", "our", or "us") under the Ustadam umbrella. It works alongside our Terms of Service and Privacy Policy.

1. Refund Eligibility

You have 3 days from the date of the transaction to request a refund if:

• You topped up your FastCopy wallet in error, or made a duplicate top-up
• A print order failed to print due to a technical issue on the FastCopy platform (not caused by the document you uploaded)
• A print order was fulfilled incorrectly due to an error by the print shop (e.g. wrong document printed, wrong quantity, or wrong specifications not matching your order)
• You were charged for an order that was never fulfilled by the shop

Refund requests made after the 3-day window will not be eligible, except where required by law or at our discretion in exceptional circumstances.

2. Non-Refundable Situations

The following are not eligible for a refund:

• Print orders that were fulfilled correctly according to the specifications you submitted
• Print quality issues caused by the format, resolution, or condition of the document you uploaded
• Wallet balance already spent on completed, correctly fulfilled orders
• Delays caused by factors outside FastCopy's control, such as your device, internet connection, or third-party payment provider

3. How to Apply for a Refund

• To request a refund, email us at cmo@ustadam.org within 3 days of the transaction, with your account details, the order or transaction ID, and the reason for your request.
• Where the issue relates to a specific print shop's fulfillment of your order, we may reach out to the shop as part of reviewing your request.
• Our team may ask for supporting evidence (such as a photo of an incorrect print) to help us investigate the issue.

4. When Will My Refund Be Processed?

• We aim to review and respond to refund requests within 3–5 working days of receiving them.
• Once a refund is approved, we aim to process it within 5–7 working days.

5. How Refunds Are Issued

• Where a wallet top-up is refunded, the amount will be processed as an online bank transfer to your bank account, or credited back to your FastCopy wallet, at your preference where both options are available to us.
• Where a print order is refunded, the amount will typically be credited back to your FastCopy wallet for use on a future order, unless you request a bank transfer instead.
• You will be asked to share your bank account details (account title, account number, and bank name) if a bank transfer refund is requested.
• The person requesting the refund is responsible for any changes in currency exchange rates; Ustadex is not responsible for differences arising from currency conversion.

6. Shop Payouts

Shop payout amounts, once transferred to a shop's registered bank account, are not refundable to Ustadex except where the payout was made in clear error (e.g. duplicate payout or incorrect amount), in which case the shop must notify us within 3 days of the payout.

7. Disputed Transactions

If you believe a transaction on your wallet or ledger history is incorrect or unauthorized, please contact us immediately at cmo@ustadam.org. We will investigate and, where appropriate, reverse or correct the entry, subject to the eligibility windows described above.

8. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes to FastCopy, including new features such as an upcoming loyalty points program. We will post the updated policy within the Service or on our website with a revised effective date.

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