My name is Nicole Harris and I am a supervisor of our Quality Assurance Team. I have been working with refunds for over 5 years now and can assure you that we are always at your service in case something goes wrong.
What does the investigation process look like on both ends?
Your end:
Actually, the only thing that is required from you is to contact our Support Team via phone or live chat regarding any difficulties you may experience with your order. Sometimes the comments you provide are not quite extensive, which prolongs the process of investigation. So, in order to save your precious time and speed up the resolution, please be as specific as possible in terms of your complaints.
Once the cancellation request is received, your order is moved to Under Investigation status. Note that while the order is in the status, the money for the order is on hold, the writer cannot upload any files and revisions.
Our end (quite a complex one and usually takes up to 3 business days)
An objective investigation process can be granted since we are always ready to return your money if we are the ones responsible. We want our customers to experience an impressive service every time they choose us and we’ll do our best to ensure that.
Best regards,
Nicole Harris
QA Team Supervisor
We assess refund requests on a case-by-case basis as there are usually unique reasons why a refund request is made. Please note, We may require documented proof that the quality of your order is low (e.g., scanned copy of your instructor’s feedback, plagiarism report, etc.). Should You feel it necessary to make a refund request, We will immediately send your order to “Under investigation” and forward it to Our Quality Assurance Department (QA). After comparing their findings with the reasons for dissatisfaction, the necessary corrective actions will be taken. In case We reimburse the money because of mistakes or some irrelevance to the initial instructions, our QA Department, at its sole discretion, evaluates the quality of the paper and refunds an amount comparable to the percentage of incorrect content in the paper and mistakes present in it.
We provide various methods of contact (i.e. email, telephone, message board, and live chat) to facilitate communication between You, Us, and the Writer assigned to complete an order. Our Customer Support Center is available to You at any time via any of these methods and will respond to any refund request or other issue promptly. However, if such a request is not received using any of the aforementioned methods within the Refund Period, the company will not be obliged to honor or consider the above mentioned request.
Refund Period begins on the date of Customer’s order deadline and expires on the last day of the Refund Period.
We offer 3 business days to request a refund in case you were dissatisfied with the order outcome (”Refund Period”).
In case You are not satisfied with any of the Services, You can submit a refund request according to these Terms within the Refund Period. Once the Refund Period elapses, We will not refund any amounts paid.
1. The Order has not been assigned to a particular Writer. You can cancel your order and get a full refund any time before it gets assigned to a Writer or within 15 minutes after the order is created;
2. In case You accidentally pay twice for the same order, We will refund You the second payment after your confirmation*
* If You place two identical orders and pay for both of them, We will assume that You need both orders to be completed and start working on them. Therefore, if any of the orders is paid by mistake, please, make sure You contact us immediately to clarify the situation. Of course, You can cancel any order that You do not need before it is assigned to a Writer or within 15 minutes after the order is created;
3. If for any other reason your order is sent to You after the deadline indicated in the Order Form and You do not need it anymore, You can request a full refund (unless the late paper was downloaded by You). However, in such cases, You cannot use the paper as it fully belongs to our company. We can decide to utilize it at our own discretion and We also reserve the right to publish it online as a sample of our work;
4. Up to 70% if the quality of the paper is not satisfactory (depends on the amount of mistakes made by the Writer).
** Instructions that Were listed by You while placing the order before the Writer uploaded a part of the paper or started working on the assignment.
5. The level of plagiarism exceeded 10% as indicated in the plagiarism report provided by Turnitin or any other reliable plagiarism check system. In this case, the money will be returned if there are funds in the account of the Writer.
1. Up to 70% - if You cancel the order "in progress" before the deadline when less than half the time has passed*;
2. Up to 50% - if You cancel the order "in progress" before deadline when more than half the time has passed*;
* A Writer has already spent a significant amount of time working on your order and must be compensated
3. Up to 70% - if your order is late, but You still have time and would like to use the paper, We will recalculate the price according to the nearest deadline option. The difference in price will be refunded to You.
4. Up to 70% if the quality of the paper is not satisfactory (depends on the amount of mistakes made by the Writer).
5. Up to 70% if the instructions were not followed fully but some parts of the paper are still usable.
6. Up to 70% if the Writer delivered the paper after the deadline indicated in the Order Form, but the paper was downloaded by You.
7. Partially refundable VAS - Writer Quality, 1-page Abstract, Early Draft, Essay Outline.
1. If You accept the order by releasing money to the Writer;
2. In case of timely delivery of the Product, We will not be responsible for failure of the Customer to download the Product.
3. If You received a low mark (score) as We consider it to be rather a subjective notion;
4. If You are caught using Our service (You submitted or showed our Writer’s paper to your professor);
5. If You complain about plagiarism but do not provide us with a valid proof of it (Turnitin report);
6. If You simply state that You are not satisfied with your paper and do not provide a detailed reason for your dissatisfaction;
7. If your order is late because You did not provide some required information or materials on time or We could not reach You via contacts provided, then You cannot claim a refund based on lateness. Please, be advised that it is very important to provide valid contact information, including your email address and phone number, so that We can reach You when emergencies occur;
8. Excludes all liability for damages arising out of or in connection with your use of this Website. The latter includes, without limitation, damage caused to your computer, computer software, systems and programs and the data thereon, or any other direct or indirect, consequential and incidental damages;
9. Non-refundable VAS – VIP Support, Assign the Writer of your Choice, Assign the Writer of Our Choice, 1-page Abstract*, Early Draft*, Essay Outline*;
* - these services can be refunded only in case they were not provided at all by the writer;
10. Such type of paper as Math Problem and other projects requiring calculations or solving Multiple Choice Questions are not subjected to refund as using answers provided by the Writer automatically means their approval by You. However, in case there are less than 50% of correct answers to Multiple choice questions, you will need to send us a proof of the score and can be qualified for a partial refund, the amount of which is decided by Our QA team separately in each case.