Last updated: 2026-11-01
The short version
- You are charged only after you approve the proof.
- Before you approve, you can cancel and your held credits are released. Orders charged at submit follow a different rule, in section 1.
- After delivery, we fix our own mistakes free for 7 days, and we fix printer rejections of the file free for 30 days.
- A credit pack you have not used at all can be refunded.
1. Before you approve the proof
When you submit an order, the credits are held, not spent. You can ask for changes in up to two rounds. If the proof is still not right, cancel the order. The held credits are released straight away. You are not charged.
If you cancel more than two orders with the same email address or payment method, later orders are charged when you submit them. We tell you before you submit. On those orders you can still cancel for a full refund until we start work. Once work has started, cancelling does not return the credits. Everything else works as usual: you see a proof, you can ask for changes, and the free fixes below apply.
2. After you approve
Approving the proof is the point where credits are spent and the files are released. For 7 days after delivery, anything that differs from the proof you approved, or stops the file from printing, is fixed free. That includes a file that won’t open, a missing format or variant we promised, and a problem our print check should have caught.
If your printer rejects the file because of the file itself, send us their note within 30 days of delivery, as an email or a screenshot. We change the file to what the note asks for, free.
These do not count as free fixes:
- design changes such as new colors, new or changed text, a new layout, or extra elements. A small change costs 5 credits. We tell you the price before we start.
- a printer rejecting your order for a reason that isn’t the file, for example the wrong material or the wrong size ordered.
- requests after the 7-day or 30-day window has closed.
If we can’t fix a problem that is covered by the 7-day or 30-day promise, we return the credits you spent on that order.
3. Credit packs
Credits are valid for 12 months from purchase. They are for our services, so they can’t be cashed out or given to someone else.
- A pack you have not used at all can be refunded. Write to hello@dreality.studio from the email address on your account, while the credits are still valid.
- A pack you have started using is not refunded, but the credits that are left stay valid until they expire.
- Credits that have expired can’t be refunded or extended.
4. How refunds are paid
Refunds go back to the payment method you used, through PayPal. How long your bank takes to show the refund is up to your bank.
5. First-order pricing
The new-customer price is available once per email address and payment method.
6. Questions and problems
Write to hello@dreality.studio first. Tell us the order and what went wrong, and attach the printer’s note if there is one. We would rather fix it than have you open a payment dispute.