Refund Policy

1. Scope and relationship to other terms

This Refund Policy applies to payments made to Your Writing Hub for research coaching, structural editing, line editing, proofreading, citation and reference checks, literature-review support, reports, case studies, personal statements, business content, website content, presentations, and other services confirmed in writing.

It should be read with our Terms and Conditions, Privacy Policy, Academic Integrity Policy, quotation, project confirmation, invoice, statement of work, and any written variation accepted by both parties. Project-specific documents may define milestones, deposits, instalments, revision rounds, and cancellation points more precisely.

Where two documents conflict, the more specific project confirmation normally applies to the project, provided it does not remove a right or remedy that applicable law does not permit us to exclude.

2. Key definitions

3. General refund principles

We assess refund requests fairly, consistently, and in relation to the written project scope. The purpose of a refund is to address payment for work that was not provided, could not be completed, or materially failed to meet the agreed service after a reasonable opportunity to correct it.

The following principles normally apply:

• refunds are based on the amount actually paid, not an advertised, undiscounted, or estimated value;
• completed and usable work remains chargeable unless it is materially defective and cannot reasonably be corrected;
• included revisions should normally be used before a refund is considered for a quality concern;
• the client must act reasonably, provide specific feedback, and allow access to the information needed to investigate;
• a refund will not be reduced by an arbitrary penalty, although completed work and clearly disclosed non-recoverable costs may be deducted;
• we will not require a service credit instead of money unless the client expressly agrees; and
• nothing in this policy overrides a mandatory consumer right or remedy.

4. Cancelling before work begins

You may request cancellation by emailing us as soon as possible. A cancellation takes effect when we receive it through an agreed contact channel, not when it is drafted or sent to an incorrect address.

Where we have received payment but substantive work has not begun, we will normally approve a full refund. We may deduct only a non-recoverable third-party cost that was clearly disclosed and specifically incurred for the project before cancellation, where deduction is lawful.

A payment does not guarantee that we will accept every project. If we decline a project after taking payment and no substantive work has been provided, the amount received for that project will be refunded.

If the quotation expressly states that an initial assessment, consultation, diagnostic review, source search, or project setup is a paid standalone service, completing that service means substantive work has begun even if the main drafting or editing stage has not started.

5. Cancelling after work begins

Once substantive work begins, the service is being consumed through specialist time, analysis, and project-specific production. A change of mind does not automatically entitle the client to a full refund.

If you cancel after work begins, we will normally calculate the amount due for:

• completed or substantially completed milestones;
• drafts, feedback, research, analysis, consultation, or other usable work already supplied;
• work completed but not yet delivered, where we can reasonably evidence its completion;
• reasonable project time already used, where the project was priced as a single package rather than by milestone; and
• non-recoverable third-party costs that were disclosed or specifically authorised.

Any balance remaining after the above amount is deducted will be considered for refund. We will explain the basis of the calculation. Where practical, we may provide the completed portion after payment for that portion is confirmed.

Reserved capacity that has not yet been used will not normally be charged merely because time was held, unless a project-specific quotation clearly identified a non-refundable reservation or rush-booking charge and that term is lawful and proportionate.

6. When a refund may be approved

Subject to the project facts and applicable law, a full or partial refund may be approved in circumstances such as the following:

The examples are guidance, not automatic outcomes. We consider the agreed scope, evidence, work completed, the usefulness of delivered material, client conduct, and whether a reasonable remedy was offered or accepted.

7. Situations generally not eligible

A refund will not normally be approved solely because of any of the following:

• the client changes their mind, no longer needs the project, changes course, withdraws an application, or decides not to use a deliverable after work has begun;
• the client expected a requirement, feature, format, source type, or deliverable that was not included in the accepted written scope;
• the client supplied incomplete, inaccurate, unlawful, late, unreadable, or misleading instructions or materials;
• the client changed the topic, research question, data, rubric, audience, brand direction, word count, format, deadline, or other material requirement after work began;
• a delay resulted from late feedback, missing materials, unavailable access, changed instructions, delayed approval, non-payment, or another client-controlled dependency;
• the client did not review a draft, raise a specific concern, or use the included revision process within the agreed window;
• the work meets the written scope but the client has a subjective preference for a different style, structure, conclusion, tone, or interpretation;
• a school, university, journal, publisher, employer, admissions body, search engine, platform, customer, investor, regulator, or other third party gives an unfavourable outcome;
• an automated originality, grammar, AI-detection, readability, SEO, or quality tool produces a score that was not expressly guaranteed in the project confirmation;
• a citation, source, dataset, image, permission, software feature, or third-party platform becomes unavailable outside our reasonable control; or
• the client has substantially used, submitted, published, distributed, commercialised, or represented the deliverable as accepted, except where a non-excludable legal remedy applies.

8. Revisions and quality concerns

The website and project quotations may include a defined revision window tied to the agreed brief. Revisions are intended to correct omissions, errors, or departures from the original scope; they do not include a new assignment, a substantially changed direction, or requirements introduced after acceptance.

To raise a quality concern, identify the relevant section and explain how it differs from the accepted brief. Where possible, provide the exact instruction, rubric item, agreed standard, or source supporting the concern. General statements such as “I do not like it” may not provide enough information to assess or correct the issue.

Where a concern is within scope, we will normally be given a reasonable opportunity to:

• clarify the instruction or explain the approach taken;
• correct an objective error or omission;
• revise the affected section within the included revision entitlement;
• replace a specialist or perform an additional quality review where appropriate; or
• agree another proportionate remedy, including a partial refund where correction is not reasonably possible.

A refund may be declined where the issue has been corrected in accordance with the agreed scope, the client refuses a reasonable in-scope remedy, or the requested change is outside the original brief. This does not affect any remedy that must remain available under applicable law.

9. Deadlines, extensions, and delays

A deadline is based on timely payment, complete instructions, accessible files, prompt responses, and the absence of a later scope change. We will communicate material risks or delays as soon as reasonably practicable.

Delay caused by Your Writing Hub

If we reasonably expect to miss an agreed deadline for reasons within our control, we may propose a revised delivery time, phased delivery, replacement specialist, expedited completion, fee adjustment, or cancellation of the undelivered portion. You are not required to accept a material extension where the original deadline was expressly identified and accepted as essential.

Where our delay makes an affected deliverable unusable for its disclosed purpose, a refund may cover the unusable or undelivered portion. A full refund may be considered where the missed essential deadline defeats substantially the entire value of the project and no meaningful usable work was accepted.

Delay caused by the client or external events

Refunds are not normally available for delays caused by missing or late information, delayed feedback, access restrictions, payment delay, changed scope, failure to approve a milestone, third-party platform failure, force majeure, or another event outside our reasonable control. We will seek a practical revised schedule and will not charge for work that was not performed merely because an external event occurred.

10. Originality, citations, and academic integrity

Your Writing Hub supports learning, research, editing, and professional communication. Academic materials are provided for legitimate learning, coaching, research, reference, and editing purposes and must be used consistently with the client’s institutional rules.

We may decline, suspend, or cancel a request that involves impersonation, fabricated evidence, falsified data, contract cheating, undisclosed authorship where prohibited, plagiarism, deceptive publication practices, or another unlawful or unethical purpose. If the concern arises before substantive work, we will normally refund the amount paid. If it arises later because the client misrepresented the intended use or introduced a prohibited requirement, completed lawful work and authorised costs may remain payable, and the unearned balance will be considered for refund.

If you believe our deliverable contains material unattributed copying that was not supplied or directed by you, notify us promptly with the relevant passages and comparison source. We will investigate. Proper quotations, citations, references, common phrases, templates, client-supplied material, and unavoidable technical terminology are not treated as improper copying merely because a similarity tool identifies them.

Where a material originality problem attributable to us is confirmed, we will normally correct or replace the affected content. If a reasonable correction cannot be made, a proportionate refund for the affected deliverable may be approved.

Citation and reference accuracy depends on source access, the agreed checking level, and the information supplied. Where citation verification was expressly in scope, we will correct verified material errors within the revision window. No specific database acceptance, link permanence, citation count, journal decision, or similarity percentage is guaranteed unless expressly stated in writing.

11. How refunds are calculated

Refund calculations aim to separate the value properly earned from the value not delivered. We use the clearest available method in the following order:

• the price assigned to accepted project milestones or deliverables;
• the rate or unit price stated in the quotation, such as hours, words, pages, slides, sections, consultations, or datasets;
• the reasonable proportion of the total scope completed, considering complexity and specialist effort rather than page count alone; and
• documented non-recoverable third-party costs that were disclosed or expressly authorised.

We do not increase the value of completed work merely to avoid a refund. Where work is only partly usable because of an unresolved issue attributable to us, the calculation will reflect the reduced value of that portion.

Refunds are based on funds actually received. Promotional discounts remain reflected in the refund. Taxes will be handled as required by law. Bank charges, card charges, platform fees, exchange-rate differences, and intermediary deductions may be outside our control; we will refund the approved amount through the original route where reasonably possible and will not add a separate refund-processing fee charged by us.

Where an invoice was paid in instalments, the refund will be limited to amounts paid and will be reconciled against completed milestones. An unpaid balance does not become a cash refund.

12. How to request a refund

Send a written request to info@yourwritinghub.com with the subject line “Refund Request”. Requests should preferably be submitted within 14 calendar days after the relevant delivery, cancellation, missed deadline, duplicate payment, or issue first became apparent. This administrative request period does not reduce a longer period or right provided by applicable law.

Include the following information so that we can investigate efficiently:

• your full name and the email address used for the project;
• project title, quotation number, invoice number, order reference, or another identifier;
• payment date, amount, currency, and payment method, without sending full card or bank-security details;
• the amount requested and whether you seek full or partial refund;
• a concise explanation of the cancellation or problem;
• the specific scope requirement, deadline, communication, or deliverable involved; and
• relevant supporting material, such as marked sections, screenshots, correspondence, or transaction evidence.

Do not include passwords, payment-card numbers, one-time codes, government identification, or unrelated sensitive information. We may ask for additional information or identity verification where reasonably necessary to prevent fraud and protect account information.

13. Review and decision process

We aim to acknowledge a complete refund request within three business days and to provide a decision within ten business days. Complex projects, missing evidence, specialist review, payment verification, or legal issues may require more time. If so, we will provide a status update and explain what remains outstanding.

Our review may include:

• checking the accepted quotation, brief, invoice, milestone history, files, and communications;
• confirming the amount received and whether any payment is pending, reversed, or duplicated;
• assessing the work completed, delivered, revised, used, or remaining;
• asking the responsible project lead or specialist for relevant factual information;
• offering a correction, re-performance, extension, replacement, partial refund, full refund, or another proportionate solution; and
• recording the reason for the decision and the refund calculation.

A decision may approve the request, approve it in part, offer a different remedy, or decline it with reasons. You may ask us to reconsider where you provide material information that was not reasonably available during the first review.

14. Payment method, currency, and timing

An approved refund will normally be issued to the original payment method and in the original transaction currency where the payment provider permits. This helps prevent fraud and maintains an accurate transaction record.

We aim to initiate an approved refund within five business days after the decision and receipt of any information reasonably required to process it. Banks, card networks, wallets, payment platforms, and international intermediaries may take additional time to display the funds. Their processing time is outside our direct control.

If the original method is unavailable, expired, restricted, or legally unsuitable, we may agree another verified method. We will not send a refund to an unrelated third party without adequate authority and verification.

Where currency conversion applies, the recipient may receive an amount affected by the provider’s exchange rate or charges. Our obligation is normally limited to the approved refund amount that we submit, unless applicable law requires otherwise.

15. Chargebacks and payment disputes

Please contact us before initiating a bank, card, wallet, or platform dispute so that we have a reasonable opportunity to review the issue and provide a direct remedy. This request does not prevent you from using a lawful dispute process or meeting a provider deadline.

If a chargeback or payment reversal is opened, we may pause the affected project and provide the payment provider with relevant project records, including the quotation, invoice, delivery evidence, communications, revision history, and this policy. We will disclose only information reasonably necessary for the dispute.

A knowingly false, duplicate, or abusive payment dispute may result in suspension of services and recovery of amounts lawfully due. A genuine dispute raised in good faith will not be treated as misconduct merely because we disagree with it.

16. Effect of a refund on delivered work

A full refund generally reverses the payment for the affected project. Unless applicable law or a written settlement provides otherwise, the client must stop using, submitting, publishing, distributing, licensing, selling, or presenting the refunded deliverable as their authorised work and should delete accessible copies. Any licence or transfer of intellectual-property rights tied to full payment ends for the refunded material.

For a partial refund, the client may continue to use the portions that remain paid for, subject to the Terms and Conditions and any project-specific licence. We will identify the affected deliverable or portion where reasonably practicable.

A refund does not require either party to delete transaction, legal, security, tax, quality-control, or dispute records that must or may lawfully be retained. Confidentiality obligations continue after cancellation or refund.

17. Consumer rights and policy changes

This policy is intended to disclose our cancellation and refund practices clearly before a transaction and to provide a practical complaint route. It does not exclude liability or remedies that applicable consumer law does not permit us to exclude.

Clients in different locations may have additional mandatory rights. Where a law gives you a more favourable right concerning faulty services, disclosure, cancellation, re-performance, price reduction, refund, or dispute resolution, that law will apply to the extent required.

We may update this policy to reflect changes in services, payment methods, operational processes, or legal requirements. The current version will show the revised “Last updated” date. A change will not be used retroactively to reduce an accrued refund right relating to an earlier transaction.

18. Contact us

For cancellations, refund requests, payment corrections, or questions about this policy, contact:

Use the subject line “Refund Request” where practical. Keep copies of the quotation, invoice, deliverables, and relevant correspondence until the matter is resolved.