The Customer reserves the right to request a reimbursement of payment in cases described below. If you do not find your or similar situation described below and are unsatisfied with the quality of services provided, please, contact the Support Team outlining your complaint about further investigation.
Order Cancellation
If a Customer chooses to cancel the Order, the following rules apply:
- The Customer is entitled to 100% refund if the Customer cancels the Order when no Writer is assigned.
- The Customer is entitled to a 70% refund if the Customer cancels the Order after the Writer was assigned. The remaining amount of 30% is used to cover the efforts of the Writer and the Company in processing the Order.
- The Customer is entitled to a 50% refund if the Customer cancels the Order after the Writer was assigned and half of the deadline has elapsed.
Late Delivery
The Customer reserves a right to claim a refund due to the Late Delivery in case if the requested product was delivered with a delay.
- The amount of reimbursement is calculated depending on the time of delay and the deadline of the Order.
- The Customer can only be entitled to a 7% refund due to Late Delivery in the case when the Order’s deadline is 14 days or greater.
Late Delivery refund claim can be rejected in the following cases:
- The inability of the Customer to receive the Product due to the technical limitations (temporary or permanent) on the Customer’s side (disruptions in Internet connection, Browser crashes or errors, or any other similar technical malfunctions).
- The delay caused by the Customer’s actions, which may include but are not limited to the inability of the Customer to provide the resources and information necessary for the order completion, the delay in payment, or the extension of the Order at the Customer’s request.
Poor Quality Claims
In cases when Customers request a refund due to the unsatisfactory quality of the provided Products, the Quality Assurance Team must conduct an investigation prior to issuing a resolution, which includes the recommended amount of refund. The aim of this investigation is to detect any discrepancies between the expected Product (based on the Customer’s requirements) and the Product provided by the Writer. This means that the Customers are expected to provide complete feedback outlining all aspects deemed unsatisfactory in as much detail as possible. In general, the following rules apply:
- The amount of refund cannot exceed 70% in cases when the Customer’s claim was not detailed and solid enough and the order has undergone the Revision. The Revision is the process of reviewing, editing, and improving the Product based on the Customer’s instructions provided after the initial completion of the order.
- The paper that is created by the Company is for reference purposes only and is not ready for any submission. If the claim for compensation is due to a bad grade, such cases will be investigated according to the comments on the content, produced by the Writer.
- If the claim is that the paper is unoriginal, a credible plagiarism report is required (preferably “Turnitin.com”).
- In cases when a refund is requested for the Editing, Proofreading, or Formatting Order, a substantial claim must be provided and relate directly to the editing, proofreading, or formatting process. None of the listed processes imply any changes in the original context of the work.
Order Details/Preferences
- Any Purchased Order Preferences are non-refundable as are inseparable from the initial product and service provided. The only exceptions are ‘Draft’, ‘1-page summary’ or ‘Originality report’ features, if they are not provided to the Customer in addition to the product.
- The Customer reserves a right to select a preferred Writer by indicating the Writer’s ID in the “Preferred Writer ID” field in the order form. This right, however, does not provide a 100% guarantee of the Writer’s availability. In case if the Writer indicated by the Customer as preferred is not available, the Company reserves the right to assign the best available Writer to the Order. The cost of the “Preferred Writer” feature is non-refundable and can only be refunded to the Customer’s Credit Balance.
- The discount that was not applied by the Customer cannot be refunded in any way. It is the Customer’s responsibility to use the provided discount at any desirable moment prior to its expiration. The Customer can always check the availability of any discount by contacting the Support Team.
Procedure
In Order to submit a compensation request, the Customer must contact the Support Team within 6 months after the Order was completed. The Billing Department representative requires up to 2-5 days to review the request, and provide the resolution to the Customer over the phone or by e-mail. In certain cases, the Customer's claim may be reviewed immediately or within a shorter time period. The representative has the right to request any additional information required for the more accurate claim processing.
Refund Processing
After receiving the confirmation, the Customer will be refunded the costs within five (5) days from the confirmation date. The Company is not responsible for any delays on the side of the Customer’s Bank.
The minimum refund processing fee is US$10 (ten American dollars), hence, small transactions will not be processed to the Customer’s Bank Account. Instead, they will be refunded to the Customer’s Credit balance to be used as payment for future orders.