Refund Policy

This is template content. Have counsel qualified in your jurisdiction review it before publication, and check that it complies with consumer law where your customers live.

Principle

Publishing services are delivered by people whose time cannot be recovered once spent. Our approach is that you should not pay for work that has not been done, and we should not absorb the cost of work that has.

Before work begins

If you cancel before any work starts on a commissioned service, you receive a full refund of anything paid, less any non-refundable third-party costs already committed on your instruction (for example an ISBN registration or a paid image licence). We will always tell you before committing such a cost.

Once work has begun

Refunds are assessed against the stage reached.

• Editorial services. Once an editor has begun reading, the service is treated as in progress. If you cancel mid-edit, you are charged for the proportion completed and the work done to that point is delivered to you.
• Design services. Once concepts have been presented, the concept phase is non-refundable. Refinement rounds not yet delivered are refundable.
• Typesetting. Refundable in full before work starts; non-refundable once sample pages have been delivered.
• Printing. Print runs are non-refundable once submitted to the printer, because the copies physically exist.
• Distribution setup. Non-refundable once metadata and files have been submitted to distribution channels.
• Marketing and PR. Refundable pro rata for campaign time not yet delivered. Committed third-party spend is non-refundable.

Packages

Where you cancel a package part-way through, we calculate the value of services already delivered at our standard individual rates, deduct it from what you have paid, and refund the balance. This can mean the refund is smaller than the unused proportion suggests, because package pricing is discounted against individual rates. We will show you the calculation in full.

Quality concerns

If you are dissatisfied with delivered work, tell your coordinator within [14 DAYS] of receiving it. We will review it and, where the work falls short of the agreed brief or a professional standard, redo it at no charge. Redoing the work is our first remedy; a refund is considered where redoing it would not resolve the issue.

Please note that disagreement with an editor's recommendations is not in itself a quality failure — editorial suggestions are advisory and yours to reject.

Bookstore orders

Physical books. Returnable within [30 DAYS] of delivery in resalable condition. Return postage is yours unless the item is damaged or incorrect. Refunds are issued once the item is received.

Damaged or incorrect items. Contact us within [14 DAYS] with a photograph and we will replace the item or refund it in full, including postage.

Digital products. Because download links are delivered immediately, digital purchases are non-refundable once the file has been downloaded, except where the file is faulty or does not match its description. Statutory rights are unaffected.

How refunds are processed

Approved refunds are returned to the original payment method within [10 BUSINESS DAYS]. Your bank may take longer to show them.

Your statutory rights

Nothing in this policy limits any right you have under consumer protection law in your jurisdiction, including any statutory cancellation period that applies to distance contracts.

Contact

To request a refund or raise a concern, contact us using the details on our contact page with your order or project reference.