Refund Policy

Section 01

The principle

You should never pay for work that was not done, and we should never absorb the cost of work that was done and then cancelled. Every rule below follows from that single idea.

Refund requests are acknowledged within one hour during working hours and answered in full within five working days.

Section 02

Before work starts

If you have approved a scope and paid a deposit but no production hours have been logged, you receive a full refund of that deposit, less any payment processor fee that cannot be recovered.

This applies for seven calendar days from payment, or until the kickoff session, whichever comes first.

Section 03

After work starts

Once production begins, refunds are calculated on completed stages rather than elapsed time. You are billed for the stages delivered and refunded the balance.

• Editorial: refundable in full until the first pass begins, then pro rated by chapters completed.
• Cover design: refundable in full until the first concepts are shared, then fifty percent until concept approval, then non refundable.
• Interior formatting: refundable until the sample chapter layout is delivered, then pro rated by pages typeset.
• Amazon SEO and listing work: refundable until keyword research is delivered, then non refundable, because the research itself is the deliverable.
• A plus content and trailers: refundable until the storyboard or module map is approved, then non refundable.

Section 04

Retainers and ongoing growth plans

Retainers run month to month. You may cancel at any time before the next billing date and the current month runs to its end.

Part months are not refunded, because the reporting, monitoring and optimisation work for that month is already scheduled and staffed.

Section 05

What is never refundable

Some costs leave our hands the moment they are incurred.

• Third party fees already paid on your behalf, such as ISBN purchase, print proofs, stock licences or advertising spend.
• Completed and delivered files that you have already published or uploaded to a store.
• Rush fees on work that was actually delivered at the accelerated pace.
• Discovery calls and written scopes, which are free and therefore have nothing to refund.

Section 06

If the fault is ours

If we miss an agreed deadline without notifying you, deliver work that does not match the approved scope, or make an error that requires a full rebuild, we fix it at our own cost first.

If the fix does not satisfy you, you may take a full refund on that specific deliverable, keep nothing of the failed work, and we will say so plainly in writing.

Section 07

Results are not grounds for refund

A refund covers work not delivered, not commercial outcomes. Rank movement, sales volume and review counts depend on the market, the category, the manuscript and the reader.

We will always sit down and review the data with you if performance disappoints, and often we will extend optimisation work at no charge. What we will not do is pretend a delivered service was never delivered.

Section 08

How to request a refund

The process is short and deliberately documented.

• Raise the request with your Group Lead, either on a call or in your project thread.
• State the deliverable, the amount and the reason in one message.
• A second Group Lead who is not on your project reviews the request, so nobody adjudicates their own work.
• You receive a written decision with the calculation shown line by line.
• Approved refunds are issued to the original payment method within ten working days.

Section 09

Chargebacks

Please raise a request with us before contacting your bank. A chargeback opened without a prior request freezes all delivery and licence rights to work in progress until the dispute closes, which helps nobody.