Refund & Cancellation Policy
Sprint connects customers with libraries and print shops for print jobs and other listed items, prepared for pickup. If something goes wrong, contact us as soon as possible. We will review the order and work with you and the library to resolve it fairly. Submitting a refund request does not by itself guarantee a refund. Eligibility depends on the order, its status, and how it was paid.
1. What you are buying
You are ordering physical goods and services (for example printing, binding, stationery, and other items listed by the library) to collect at the chosen library. Sprint is a platform. The library performs the work.
Prices shown in the app are for the listed services. For print jobs billed per page, the total may update once the page count is known. You will see the amount on the order before you pay.
2. Payment methods
- Cash at pickup (current default). You pay the library when you collect the order. If the order is cancelled before pickup, you simply do not pay. There is no online refund because nothing was charged.
- Online payment (card or mobile wallet, when enabled). You pay when placing the order. Online payments are processed by our payment partner (Paymob). Sprint does not store full card numbers.
3. Order cancellation
You may cancel in the Sprint app while the order has not started printing — typically while it is still submitted or confirmed.
Once the library has started printing or marked the order ready, in-app cancellation is no longer available.
If you need help after that window, contact the library on the order or email sprintxapp@outlook.com.
Cancelling in the app stops the job. It is not an automatic money refund. For cash orders, you just do not pay. For online payments, see section 8.
4. Orders the library cannot complete
If a library accepts an order but cannot finish it, Sprint may arrange a reprint at another library or a full or partial refund, depending on what was completed.
If the library cancels before printing begins: for cash, you do not pay. For online payment, you may be eligible for a full refund of the amount paid.
5. Missing, incomplete, incorrect, or defective work
If you receive only part of the order, Sprint may refund or adjust only the missing items.
If the order is marked ready and you do not receive it, we will review the circumstances before deciding.
If prints or other items are materially different from the confirmed specifications, or are damaged or defective because of the library, Sprint may arrange a reprint or a full or partial refund. Examples: wrong paper size, wrong quantity, significant print defects, or the library not following the confirmed specs.
Where a reprint is appropriate, we will try to prioritize it if you have an upcoming academic deadline.
6. Your files and choices
You are responsible for checking files, page size, quantity, colour, paper, and other details before you submit.
Sprint and the library are generally not responsible for errors in your file or for options you selected. A refund is generally not available if you uploaded the wrong file, an old version, the wrong paper size, the wrong number of copies, or you find a mistake in the document after printing has started.
7. Partial refunds
If only part of an order has an eligible issue, any refund or adjustment will usually cover only the affected items, based on what was paid for them (or, for cash, what would have been payable).
8. How refunds work (online payments)
There is no refund button in the app. Email sprintxapp@outlook.com with the order ID and what went wrong. We may ask for photos or other evidence.
Where a refund is approved for an online payment, it is returned to the same card or wallet used for the order. Processing time depends on Paymob and your bank or wallet. Allow several business days after approval.
Refunds are processed only when there are sufficient funds in the payment settlement balance. Refunds are not issued more than 90 days after the purchase date, except where card-network rules require otherwise.
Cash refunds are not available unless required by law. Sprint does not offer store credit.
If you open a chargeback or dispute with your bank or wallet, please contact us first so we can resolve it faster: sprintxapp@outlook.com.
9. Collection and unclaimed orders
You are responsible for collecting a completed order from the library. Not collecting an order that was ready does not automatically entitle you to a refund.
Uncollected work may be discarded after a reasonable period. Print files on completed or cancelled orders may be deleted after 30 days. That does not create a refund.
10. How we review requests
We review the order details, specifications, status, printing status, messages with the library, and the issue you reported. Sprint will make reasonable efforts to resolve eligible issues fairly and promptly.
11. Libraries and print shops
Where the issue is quality, completion, or specifications, Sprint may coordinate with the library to investigate. This does not limit rights you have under Egyptian consumer protection law.
12. Applicable law
Nothing in this policy limits rights that cannot legally be excluded under the laws of Egypt. Sprint may update this policy to reflect the service, payment arrangements, library procedures, or the law.
13. Contact
Refund and cancellation questions:
sprintxapp@outlook.com
Phone: +20 114 783 7767
Address: Cairo, Egypt