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Refund and Revision Policy

We do not accept any returns on fulfilled orders due to the nature of the products we produce. Equally, we are unable to offer full refunds for projects that have already commenced or that have been completed due to the need to compensate our freelancers fairly.

We have a revision process in place that is there to help all customers. Customer satisfaction is our top priority. We have a revision process in place to ensure that quality controls such as editing and proofreading are properly conducted and to ensure that order requirements are adhered to. However, it ultimately remains the customer’s responsibility to engage with their freelancer during the creation of their content to ensure that it is to their liking and that it matches their expectations.

If the fulfilled product does not meet the requirements the customer provided when placing the order, we will launch an extensive internal review and either revise or recreate the content at no additional cost.

Revisions and Our Revision Policy

Each package has its own revision policy, per the service description of each individual package. We provide revisions within five (5) to ten (10) days of the order going into the Waiting for Customer Approval status in the Order Management Platform. The revision period will depend on the ordered package. If you have questions about the revisions available for a specific package, please feel free to reach out to support@theurbanwriters.com. We are always just an email away!

Content revisions come into play at the end of the order process once the product has been submitted by the writer for review and the status has been updated to Draft Approval. Editing revisions come into play once the editor submits the order for review and the status has been updated to Waiting for Customer Approval. At this time, the customer may request revisions directly in the platform using the Document Comments and/or Chat to ensure that the requirements that were set when the order was placed have been met.

Please note that narration, design, and illustration revisions do not allow for the complete recreation of the project at hand, but rather amendments to the existing submission. For example, a narrator would not be able to re-record an entire project as a revision. However, they could be asked to re-record a certain chapter or piece of the project. Each change requested of an illustrator, designer, or narrator will constitute one revision and the request for such a change will need to be made within the package’s indicated timeframe. In terms of writing and editing orders, each review of the product or “round” of Document Comments will constitute one (1) revision (additional revisions will depend on the purchased package) and will need to be made within the package’s indicated timeframe.

If no revisions are requested and the order is instead approved or the package's indicated approval timeframe expires, it is understood that the order is of satisfactory quality and that no revisions are required. If the Customer Approval timeframe expires with no revisions requested, the order will become available to download and be considered Fulfilled. Revisions requested after the Customer Approval timeframe has ended and the order has been Fulfilled will be subject to additional charges and may be affected by your freelancer’s availability. The cost of additional revisions will be determined by the Order Fulfillment Team on a case by case basis as needed.

It is not considered a revision or a revision request to review your order while it’s in progress, to ask for changes while the order is in progress (if they are reasonable and inline with the original requirements that were provided), or to provide feedback or direction to your freelancer during the completion of your order. Customers may clarify their expectations of their freelancers and their orders to ensure that the final product meets the requirements that were provided when it was placed.

The Urban Writers highly recommend staying in contact with your freelancer and regularly reviewing your order to ensure that it is to your liking. Additional instructions or requirements pertaining to the order’s creation may be provided to the freelancer after their start date if such a request is a.) reasonable, b.) in line with what is provided by the package you’ve purchased, and c.) made at a reasonable point in the order’s creation.

The following requests are not permitted as revision requests:

  • Requesting new or additional content that was not originally stipulated or provided at the start of the project
  • Rewriting the content on your own and asking your writer and/or editor to paste this content into their document
  • Rearranging content or moving images around if there were no requirements or instructions given to the freelancer regarding the structure of the order or the inclusion of images
  • Sending screenshots of changes or lists with page numbers on which you require revisions. It is highly recommended to make use of our Document Comments system to request revisions
  • Requesting custom formatting
  • Requesting a change in tone or content if no tone or content requirements were stipulated when the order was placed and requested by a freelancer and no further instructions were given in this regard during its completion

It is important to stipulate your expectations and requirements when placing the order to ensure that your freelancer is able to deliver the kind of content you have in mind. Vague instructions are not recommended unless the customer is proceeding with the intention of allowing their freelancer to take full creative control of the project at hand.

The customer is always welcome to make changes personally to any content they receive from us after the order has been fulfilled and before publishing. Customers fully and wholly own the intellectual property rights to fulfilled orders they have purchased from us and thus have full right to modify or change the content as they see fit before publication.

For more information regarding the revision process and policies, please follow this link: https://theurbanwriters.com/blogs/publishing/how-request-revisions-ghostwritten-services?_pos=1&_sid=c92e45797&_ss=r

Our freelancers are eager to ensure that they deliver the order of your dreams! Our revision process is in place to assist them in doing so.

The Urban Writers reserves the right to intervene in situations where our revision process or policy is being abused or misused in terms of the requested changes and the timeframe in which they take place.

If you have any concerns or questions about an ongoing order, please reach out to projects@theurbanwriters.com. We are always happy to assist. Producing world class content is our goal, and we will happily help you to ensure that your content is just that: World class.

If you’d like to find out more about placing an order with us, or if you’d like help in placing an order, please reach out to our Customer Success Team at support@theurbanwriters.com.

Refunds and Our Refund Policy

Our team will always work with the customer to resolve any issues to the best of our ability.

In the case of a refund and/or cancellation request, please contact support@theurbanwriters.com.

We handle refunds on a case-by-case basis and do our best to stand behind the customer and take care of their needs. Please note that we are unable to provide full refunds once a freelancer has commenced with your project due to the need to fairly compensate the freelancer in question.

Circumstances in which a refund may be provided include, but are not limited to:

  • Force majeure or acts of God that impact the freelancer’s timely commencement or possible completion of the project;
  • Force majeure or acts of God that impact the customer’s ability to be available in terms of supervising the project at hand (please note that only partial refunds will be considered for projects that have already commenced due to the need to fairly compensate the freelancers involved in their completion); and
  • Any reasonable reason if your order has not yet been allocated and/or started at the time of the refund request. Full refunds can be issued in instances where the project has not yet commenced.

Refunds, if processed, take between five (5) to fifteen (15) days to reflect on the customer’s end. Confirmation of approval for the refund request will be provided by the Customer Success Team. You will also receive a notification of refund via the email used at the original time of checkout. Refunds can only be made through the original payment method used at the placement of the order.

Please note that PayPal does not allow refunds once 180 days have passed since the initial transaction date. The effect of this is that we are unable to offer monetary refunds to customers who have made payment via PayPal if such payment was made more than 180 days ago. In cases where an acceptable refund is sought after the timeframe allowed by PayPal, the customer will be offered credit with The Urban Writers to the value of the refund that was granted.

Revisions, Refunds, and Third-Party Publishers:

The Urban Writers does not offer refunds or revisions for difficulties or problems that customers may encounter with Third-Party Publishers like Amazon KDP. The Urban Writers does offer paid revisions to content if such difficulties are encountered, but cannot encumber ourselves with the responsibility of ensuring that orders placed with us cover topics that are inline with all Third-Party Publishers’ guidelines.

It is the customer’s responsibility to familiarize themselves with the rules and guidelines of any Third-Party Publishers which they may want to make use of before commissioning a work through our Platform. Third-Party Publishers, like Amazon KDP, have content guidelines in place which allow them to turn away customers who are attempting to publish content that is too generic or over-published.

Please see Section 6 of our Terms of Service for more information..

Additional non-returnable items:

  • Gift cards
  • Downloadable Digital products
  • PLS (Publishing Life Services)