Refund & Dispute Policy

When a Client accepts a Maker's quote, payment is immediately collected by Stripe on behalf of the Maker. The Maker's payout is processed once one of the following occurs:

• The Client confirms successful delivery of the order
• The automatic confirmation period expires without a dispute being raised
• A dispute is resolved in the Maker's favour

This protects both parties: Clients know the maker gets paid only on satisfactory delivery; Makers know payment is secured before production begins.

Upon receiving their order, Clients must confirm delivery through the Platform. This triggers the Maker's payout via Stripe.

If a Client does not confirm delivery within 7 days of the Maker marking the order as delivered, and no dispute has been opened, PrintMarketHub reserves the right to process the Maker's payout automatically.

Clients should inspect their order promptly upon receipt and raise any concerns before confirming delivery.

A Client may open a dispute if:

• The order was not received within the agreed lead time plus a reasonable additional period
• The manufactured part materially differs from the agreed specifications
• The part arrived damaged due to inadequate packaging by the Maker
• The Maker used materials materially different from those stated in the quote

To open a dispute, the Client must:

1. Navigate to the relevant job page and click "Open Dispute"
2. Provide a written description of the issue
3. Upload photographic or other evidence (required)

Disputes must be opened within 7 days of the order being marked as delivered, or within 14 days of the agreed delivery deadline if the order was never marked as delivered.

Once a dispute is opened:

• The Maker's payout is paused pending resolution
• The Maker is notified and has 5 business days to respond with their position and evidence
• PrintMarketHub reviews all evidence and communicates a recommended resolution within 10 business days
• Both parties are encouraged to accept the recommendation
• If both parties accept, the payment is distributed accordingly via Stripe
• If a party rejects the recommendation, they may escalate to formal mediation at their own cost

PrintMarketHub's role is that of a neutral facilitator. Our recommended resolution is not legally binding but is made in good faith based on the evidence provided.

Full refunds to the Client are granted when:

• The Maker cancels or fails to complete the order
• The order is not delivered within 30 days of the agreed deadline and no extension was agreed
• A dispute is resolved entirely in the Client's favour

Partial refunds may be issued when:

• The order is partially delivered or partially meets specifications
• A dispute is resolved in partial favour of the Client
• The Maker and Client agree on a partial refund

Refunds will generally not be issued in the following circumstances:

• The Client provided incorrect or incomplete specifications and the Maker manufactured to those specifications
• The Client changed their mind after production commenced
• Minor dimensional variation within the stated tolerance range of the Maker's equipment
• Dissatisfaction with the aesthetic appearance of a part that was manufactured to specification
• Delays caused by third-party couriers or customs beyond the Maker's control

If a Client initiates a chargeback with their bank or Stripe without first going through the Platform dispute process, PrintMarketHub reserves the right to:

• Suspend the Client's account pending investigation
• Reverse any platform credits or discounts associated with the transaction
• Share transaction evidence with Stripe and the issuing bank

Fraudulent chargebacks may result in permanent account termination and recovery proceedings.

PrintMarketHub is not financially liable for the outcome of any transaction between a Client and a Maker. Our liability is limited to the amount of commission fees collected on the disputed transaction. We do not reimburse Clients from our own funds except in cases where the dispute arises from a Platform error or technical failure attributable to PrintMarketHub.

For questions about this policy or to escalate a dispute, contact us at admin@printmakerhub.com. Please include your job ID and a summary of the issue.