If you are using Turbotax online, your fee pays for preparation as well as e-filing. If you can't e-file for some reason, print your returns and mail them to the IRS and your state. E-file blockages come from the IRS and Turbotax can't guarantee that everyone will be able to e-file.
Since you can download and print full copies of your return after payment, no refunds are granted. Otherwise you could pay, print, and file by mail, then ask for a refund, and end up getting your taxes done for free. There's no way for customer support to know if you printed copies or take those copies away from you.
