Returns
We do not accept any returns on fulfilled orders due to the nature of the products we produce.
If changes need to be made to ensure quality standards such as editing and proofreading services are adhered to, alongside requirements being followed, we have a revision process in place that is there to help all customers as their satisfaction is the most important thing to us.
If the fulfilled product does not meet the requirements, as specified at the placement of the order, we will begin an extensive internal review and either revise or recreate the content at no additional cost.
Revisions
Each package has its own revision policy, per the service description of each individual package. We provide revisions within 5 to 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.
Revisions come into play at the end of the order process, once the product has been presented for review and the status has 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 original provided requirements have been met on the entire product, which our Urbanites are always happy to help with. Each review of the product will constitute 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 indicate timeframe has expired, it is understood that the order is of satisfactory quality and that none are required, at which point the order will become available to download and be considered Fulfilled. Any revisions requested after fulfillment may be subject to additional charges, which will be determined by the Order Fulfillment Team on a case by case basis.
The process of review and the ability to track the order as well as request changes or otherwise provide feedback to the Urbanites allocated to it during its creation are not considered revision requests. The customer may clarify their expectations of their Urbanites and their orders to ensure that the final product meets the objective outlined at the time of placement of the order at any time during its creation as this is one of the benefits of the services and features that we offer on our Platform. It is recommended that the customer allows their Urbanite to execute the changes using the customer’s direction and feedback as, ultimately, we are offering a wide range of expertise that are on offer for customers to utilize to the fullest extent and we want to save them the time of doing this themselves.
During the review and revision period, the following are not permitted: 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, rearranging content, sending screenshots of changes or lists with page numbers on which you require revisions, custom formatting.
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 as it is delivered in a Word format and they own the rights to it.
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
Refunds
We handle refunds on a case-by-case basis and do our best to stand behind the customer and take care of their needs.
In the case of a refund and/or cancellation request, please contact support@theurbanwriters.com.
Our team will always work with the customer to resolve any issues to the best of our ability.
Circumstances in which a refund may be provided include, but are not limited to, should there be exceptional reason, orders which have not yet been allocated and/or started at the time of the refund request.
Should an order have started or our team have made significant progress in the order’s completion, we may provide a partial refund owing to the need to fairly compensate our internal team.
Refunds, if processed, take between 5 to 15 days to reflect on the customer’s end. The confirmation of approval for the refund request will be provided by the support team and can only be made through the original payment method used at the placement of the order. You will also receive a notification of refund via the email used at the original time of checkout.
Additional non-returnable items:
Gift cards
Downloadable Digital products
PLS (Publishing Life Services)
