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Refund and Cancellation Policy

Last updated 2 October 2026Version 1.0

1. Scope

This Refund and Cancellation Policy ("policy") applies to what you pay for Total Print Hub: the monthly fee of your plan and Inky AI credit packs. It is issued by Total Print Hub Inc. ("Total Print Hub", "we", "us", "our"). Total Print Hub Inc. is a corporation; all of its shares are held by ITLOX, Inc., a Delaware corporation. The policy forms part of the Terms of Service, and words defined there have the same meaning here.

How you pay decides which rules apply:

  • Shopify stores: Shopify bills your plan on your Shopify invoice. Section 3 applies.
  • WooCommerce and direct customers: You pay through Stripe. Section 4 applies.

The invoice names the seller.

This policy does not apply to:

  • orders that shoppers place in your store (section 11); or
  • what you pay to other companies, such as your store platform, your suppliers, your payment provider, or the AI provider whose account you connect to AI designer.

2. The free trial

Every plan starts with a free trial that lasts 14 days, or until 10 production orders if that comes first. The trial lets you evaluate Total Print Hub before you pay.

  • No subscription payment is due during the trial, so there is nothing to refund for it.
  • If you cancel before the date that the billing provider showed you when you started the trial, the paid plan does not begin.
  • If you do not cancel, the paid plan begins on that date and the first monthly fee is charged. Reaching 10 production orders does not bring that date forward.
  • If the 14 days end and no paid plan begins, your store is paused until you choose a plan. Nothing is deleted by the pause.
  • There is one free trial for each store. Reinstalling or reconnecting a store does not start another.

3. Plans billed by Shopify

3.1 How to cancel

You can cancel a Shopify plan in three ways: cancel the app subscription in Shopify, uninstall the Total Print Hub app, or use "Cancel current plan" in Total Print Hub.

3.2 When the cancellation takes effect

Shopify's screen shows when a cancellation that you make in Shopify takes effect.

If you use "Cancel current plan" in Total Print Hub, Shopify stops the plan at once. Paid features lock immediately, and we ask Shopify for no credit for the rest of the billing period.

What Shopify does with a running charge when you uninstall the app is decided by Shopify's rules.

3.3 Refunds and credits

Charges billed by Shopify are on your Shopify invoice. Refunds and credits for those charges follow Shopify's rules. If you believe that a Shopify charge for Total Print Hub is wrong, write to us (section 9) and we will look into it with you.

4. Plans paid through Stripe

4.1 How to cancel

You cancel in the Stripe customer portal, which you open from Total Print Hub. Only an owner or an administrator of your account can open it.

Disconnecting your WooCommerce store or removing the plugin does not cancel the subscription. The plan keeps renewing until you cancel it in the portal.

4.2 When the cancellation takes effect

The Stripe customer portal shows when the cancellation takes effect. You keep your access while the subscription is active and the period that you paid for has not ended.

4.3 Refunds

Fees for a billing period that has started are not refunded, unless the law requires it or we agree in writing.

If you were charged in error, for example twice for the same period, write to us (section 9) and we will correct it. Where a refund is due, it is returned to the payment method that was charged.

4.4 Invoices

Your invoices and your payment method are in the Stripe customer portal.

5. Changing plan

You change plan in Shopify for a Shopify store, and in the Stripe customer portal for a plan paid through Stripe. The billing provider's screen shows the price of the new plan and when the change takes effect, and the billing provider applies its own rules to the part of the billing period that remains. Beyond that, the rule in section 4.3 applies.

Changing plan does not delete your work. Jobs already accepted for production are kept, and so is your access to your existing records.

6. What happens when a plan ends

When a plan ends, your paid access ends and your store is paused. The service is off for you and for your shoppers until you choose a plan again. The pause deletes nothing: your products, designs, orders, and settings are kept, and you can choose a plan again at any time.

Download the production files you need before you cancel. What happens to your data after you leave is set out in the Terms of Service, under "Your data when you leave".

A store is also paused if a renewal payment fails and is not made in the 24 hours that follow. A pause for a failed payment is not a cancellation. See "Failed payments and paused stores" in the Terms of Service.

7. Inky AI credits

7.1 The monthly allowance

The monthly allowance of Inky AI credits (1,000 in Core, 3,000 in Complete, and 6,000 in Dedicated) is part of your plan and has no separate price. Included credits that you have not used when the allowance resets do not carry over. They are not refunded and not paid out.

7.2 Credit packs

The price of a pack is shown before you confirm the purchase.

  • Credits are never bought automatically. A pack is bought only when the billing owner of the account confirms the purchase.
  • A pack is paid for through the same billing provider as your plan.
  • Purchased credits do not expire. They are used after the included credits of the month.

7.3 Refunds of credits

  • Credits are not money. They cannot be exchanged for cash or transferred to another account or store.
  • Credits that have been used are not refunded.
  • If an error of ours leaves you with no usable result, we restore the credits that were used. Credits are restored as credits, never as money.
  • If you ask for a refund of a pack that you have not used, write to us as section 9 describes.
  • A refund or a payment dispute on a pack freezes the credit balance until the matter is settled.

7.4 AI designer

AI designer, the AI design help in the Design Studio, runs on the AI provider account that you connect, and it uses no Inky AI credits. That provider bills you for it under its own terms. We charge you nothing for it and refund nothing for it. If you charge your shoppers for it, that charge is part of your own sale (section 11).

8. What is not refundable

Charges billed by Shopify follow Shopify's rules (section 3.3). For every other charge, unless the law requires it or we agree in writing, we do not refund:

  • fees for a billing period that has started, including a period that began with a renewal;
  • fees for an earlier billing period;
  • charges for use that has already taken place, including Inky AI credits that have been used;
  • included credits that were not used before the allowance reset;
  • fees for an account that was suspended or ended because of a breach of the Terms of Service or of the Acceptable Use Policy; and
  • fees charged at a promotional or discounted price that was offered on terms that exclude a refund.

We charge no setup fee.

9. How to ask for a refund

Write to support@totalprinthub.com. Please include:

  • the email address of your account;
  • the address of your store, and whether it runs on Shopify or WooCommerce;
  • the plan or the credit pack that the request is about;
  • the date and the amount of the charge, and the invoice number if you have one; and
  • the reason for your request.

Do not send card numbers or passwords.

10. Chargebacks and payment disputes

Please write to us before you raise a chargeback or a payment dispute with your bank or card provider. We work with you in good faith to resolve a billing question fairly. Raising a dispute does not affect the rights that the law gives you.

A dispute on the payment for a credit pack freezes the credit balance until the matter is settled (section 7.3).

11. Orders that shoppers place in your store

You sell to your shoppers; we do not. Refunds, returns, and cancellations of your shoppers' orders are your responsibility and follow the rules of your own store. Total Print Hub does not change a store order: you cancel or refund it in your store.

A shopper who wants a refund for an order should contact the store that sold it.

12. Rights that the law gives you

Total Print Hub is a service for businesses. If a law that cannot be excluded by agreement gives you a right to cancel or a right to a refund, nothing in this policy takes that right away.

13. Changes to this policy

We may update this policy. We post the changed policy on this page with a new "Last updated" date. For a material change we give you at least 30 days' notice, by email or in the product, before it takes effect. If you continue to use the service after a change takes effect, you accept the changed policy.

14. Contact

Total Print Hub Inc.