FastCopy Service Policy

This Service Policy explains how orders are fulfilled through FastCopy, a product operated by Ustadex ("Ustadex", "we", "our", or "us") under the Ustadam umbrella. It works alongside Ustadam's general Service Policy; where the two differ on a matter specific to FastCopy, this policy applies.

1. Nature of the Service

Ustadex does not print, ship, or physically deliver anything itself. FastCopy is a technology platform that connects students with independent print shops: you upload a document, select a shop, and that shop prints and hands over the physical output to you directly (in-store pickup or the shop's own arrangement). All payments on FastCopy are made online through your wallet; we do not accept cash on delivery, as there is no delivery performed by Ustadex.

2. Order Placement & Processing Time

• Once you upload a document and confirm an order, it is sent to your selected print shop for processing.
• Estimated processing time is shown in the app before you confirm an order and varies by shop, order size, and current shop workload.
• During high-demand periods (e.g. exam season), processing times may be longer than usual — the app will reflect any known delays where possible.
• Timely fulfillment depends on the shop's availability and the accuracy of the document and specifications you submit.

3. Collection of Printed Documents

• Printed documents are collected directly from the print shop you selected, according to that shop's pickup process.
• Ustadex is not responsible for arranging physical delivery of printed documents to you; any delivery or courier arrangement, if offered, is between you and the shop.
• You are responsible for collecting your order within the timeframe communicated by the shop. Ustadex is not liable for documents left uncollected beyond a shop's stated retention period.

4. Cancellation Policy

To cancel an order, please do so within 3 days of placing it and before the shop has begun processing it. Once a shop has started printing your order, it can no longer be cancelled. Upon a valid cancellation, any amount charged will be handled according to our Refund Policy.

5. Payment Verification

We aim to provide a safe and secure payment experience. In some instances, we may need to verify a wallet top-up or its source before confirming your order, which may involve contacting you by call or email as per your bank or mobile wallet provider's instructions, to avoid fraudulent or suspicious transactions. Ustadex reserves the right to cancel or hold an order if a related payment is declined or flagged by the payment provider.

6. Fees

Order fees are shown in the app before you confirm your order and are charged against your FastCopy wallet balance. Any bank transfer, mobile wallet, or currency conversion charges related to topping up your wallet are your responsibility.

7. Track Your Order

• You can track the status of your order (e.g. received, in progress, ready for pickup) within the FastCopy app.
• If your order status does not update as expected, please write to us at cmo@ustadam.org.
• Ustadex is not responsible for delays caused by a print shop's own internal processes once an order has been accepted by them, but we will assist in resolving any issue promptly.

8. Want to Amend Your Order?

You can request changes to an order — such as updating the document, print specifications, or selected shop — by contacting us at cmo@ustadam.org or through the app, before the shop has begun processing it. Once processing has started, changes may not be possible, and you may need to cancel (where eligible) and place a new order instead.

9. Shop-Side Service Standards

Print shops on FastCopy are independent businesses and are responsible for the quality, accuracy, and timeliness of the actual printing service. Ustadex may remove or suspend shops from the platform that consistently fail to meet reasonable service standards, but is not itself responsible for the physical print quality or in-store experience at any shop.

10. Changes to This Policy

We may update this Service 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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