Refunds

Everything rests on one thing: no work starts until there is a written scope you agreed to. That document is what a refund question gets measured against, and it is why we will not begin on a verbal understanding.

Before work starts

You get a written scope and one figure, inclusive of taxes. Producing that costs nothing and commits you to nothing. If you do not proceed, there is nothing to refund and nothing owed.

If you change your mind after work starts

• Before we have begun — full refund of anything paid.
• Part-way through — you pay for the work actually completed to that point, and we hand over what has been done. The balance is refunded.
• After delivery — the work is done and delivered, so there is no refund. What you do get is the revision cover below.

If the work is not what was agreed

If what we delivered does not match the written scope, we fix it at no charge. That is not a refund question, it is us finishing the job.

If it still does not match after we have tried, you get a refund of the portion that was not delivered as agreed. We do not argue about this by email; ask for a call.

If we are late

Where a turnaround was stated in the scope and we miss it through our own fault, tell us. We either prioritise it immediately or refund, and you choose which.

What is not refundable

• Journal or conference outcomes. We do not guarantee acceptance and never charge as though we did. A rejection is not a failure of our work.
• Committee or examiner decisions. We can tell you what a DRC or examiner is likely to ask. We cannot control what they decide.
• Scope you changed after agreeing it. If your requirements change, we re-quote in writing and you decide. We do not silently invoice the difference, and equally we do not absorb it.
• Third-party fees paid on your behalf — submission charges, software licences — once they have been paid to the third party.

How to ask

Message the number below with what was agreed and what happened. A person reads it. If we owe you money we say so quickly rather than making you chase it.

Note: this describes our practice in plain language. Have it reviewed by a lawyer before relying on it in a dispute.