Payments, refunds and cancellation

Effective from 8 September 2026. This page forms part of our Terms of sale.

Payment methods

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• BLIK
• Bank transfer

• Online payment via Stripe — Visa or Mastercard card, Apple Pay, Google Pay or BLIK. You pay through a secure link we send by email.
• Bank transfer — in the quote currency, to the account given in the proof email and on the bill.

Currencies

We bill in Polish złoty (PLN), British pounds (GBP) or US dollars (USD). You choose the currency when you get your quote — the payment link and bill are issued in it. If your card is in a different currency, your bank converts the amount.

We are VAT-exempt (Art. 113(1) of the Polish VAT Act), so no VAT is added. We issue a bill, or on request an invoice without VAT.

When you pay

1. Quotes and file checks are free. You pay nothing until you have seen the proof.
2. After you approve the proof we send a payment link (or bank details) for the amount in the quote.
3. We print once payment is received. The turnaround time counts from that day.

Businesses and regular orders (e.g. a monthly community paper) — after the first order we can bill with payment due 14 days after shipping.

The amount on the bill always matches the quote you accepted. You authorise every online payment yourself — we never charge your card without your knowledge.

How online payment works

1. We send the link from [email protected], with your order number.
2. The link opens a Stripe payment page whose address starts with https://checkout.stripe.com or https://invoice.stripe.com. It shows the Colayla name, the order description (format, pages, run) and the amount in the quote currency.
3. You choose a payment method and confirm it, e.g. with a BLIK code or in your banking app (3-D Secure).
4. Stripe emails you a receipt. Your bank statement will show COLAYLA.

If you receive a payment link you were not expecting, do not pay — call us on +48 784 315 979.

Payment security

• Online payments are processed by Stripe (Stripe Payments Europe, Limited, 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, D02 H210, Ireland), certified to PCI DSS Level 1, the highest security level in the card payments industry.
• You enter card details only on Stripe's page. We never see or store your card number — we only receive payment information (amount, date, card brand and last 4 digits).
• The connection is encrypted (HTTPS/TLS), and card payments are confirmed with strong customer authentication (3-D Secure) under the PSD2 directive.

Cancelling an order

• Before you approve the proof — any time, at no cost. You have not paid anything yet.
• After paying, before printing starts — write or call us. We cancel the order and refund the full amount. If we have already done paid design or layout work for you, we deduct only its price.
• Once printing has started the order cannot be cancelled — the paper is printed to your design and cannot be sold to anyone else. The print start date is in the proof email.
• If we miss the promised shipping date, you can cancel and get a full refund — even after printing has started.

Refunds

When we refund

• Full refund — cancellation before printing, a missed shipping date, our refusal to print, or a payment taken by mistake or twice.
• Reprint or refund — if the papers have a defect that is our fault (e.g. missing or wrong pages, print that differs from the approved proof, clear streaks) or were damaged in transit. You choose: a free reprint of the faulty part of the run, or a refund for it.
• No refund — for content errors visible in the approved proof (typos, low-quality photos), and for the natural qualities of newsprint described under Formats, paper and files (warmer, less saturated colours, slight shade differences between copies).

How and how fast

• We refund within 14 days of the cancellation or of accepting your complaint.
• The refund goes back by the same method and in the same currency you paid with: the same card, BLIK/bank account, or Apple Pay / Google Pay wallet. Another method only with your agreement and at no cost to you.
• Card refunds are issued through Stripe; banks usually post them within 5–10 business days.
• We confirm every refund by email.

A problem with a payment

If you see a charge you do not recognise, the amount is wrong, or something is not right with your papers — please contact us first: [email protected], +48 784 315 979. We reply within 1 business day and can usually resolve it faster than a bank dispute (chargeback). This does not limit your right to dispute a payment with your bank or any other consumer right.