Refund Policy: payments, cancellations and refunds
Custom formatting work is reviewed based on project progress. Eligible issues are handled through revisions first, then a fair review.
- Revisions come first
- Full refund before work starts
- Clear rules for every stage
Refund Policy at a glance
What this policy means in practice
These points describe how refunds work at each stage of your project.
Before work begins
A full refund may be available if no review, setup or production has started.
After work begins
A partial refund may be considered after deducting completed work and costs.
After draft delivery
We fix issues through revisions first. Refunds are generally not available.
After final delivery
The custom service is complete, so refunds are not normally available.
Duplicate payments
If you were charged twice, we refund the confirmed duplicate.
How to ask
Contact us with your order number and reason. We reply in writing.
01Scope of this policy
This policy covers every service you buy from us, together with our Terms and Privacy Policy.
This Refund Policy applies to all services purchased from Book Formatting Experts, including ebook formatting, paperback and hardcover formatting, print layout, children's book, cookbook and workbook formatting, academic formatting, cover design, publishing support, file conversion, platform preparation, care plans and related add-ons.
By placing an order, approving a quote, submitting a manuscript or authorising us to begin work, you agree to this policy together with our Terms of Service and Privacy Policy.
02Custom digital services
Because the work is custom, refunds depend on how far your project has progressed.
Our services are not pre-made physical products. Each order needs professional time, manuscript review, formatting setup, style decisions, technical adjustments, file preparation, platform-specific export settings, quality checks and revision handling.
Because the work is customised to your book, refunds are handled differently from standard retail purchases. Once work begins, part of the payment may become non-refundable to cover professional time, setup, administration and completed production work. Nothing in this policy limits rights you have under consumer law where you live.
03When a refund may be approved
We refund duplicates, orders not yet started, and confirmed errors we cannot fix.
A refund may be considered in limited circumstances where the request is reasonable, documented and made before the project is substantially completed or delivered.
- Duplicate payment: if you were charged twice for the same order, we will review the records and refund the confirmed duplicate.
- Order not started: if you cancel before any review, setup, formatting, file preparation or production work begins, a refund may be approved.
- Service not available: if we cannot provide the service you bought and no suitable alternative is agreed, a refund may be issued.
- Confirmed internal error: if an issue is caused by our team and cannot reasonably be fixed through revisions, we may offer a partial or full refund.
- Missed delivery date: if we miss an agreed delivery date for a reason within our control, we may offer a partial refund or credit, as stated in your order.
04Non-refundable situations
Work already started or delivered, and changes of mind, are generally not refundable.
Because our work is custom and time-based, some payments are not refundable once service has started or deliverables have been prepared:
- Orders where formatting work, setup, manuscript review, file preparation or design styling has already begun.
- Projects where draft, proof, sample, print-ready, ebook, source or final files have been delivered.
- Completed services that match the agreed package, order description, quote or approved scope.
- Requests based only on a change of mind, a publishing delay, a schedule change or a decision not to publish.
- Problems caused by an incomplete, incorrect, unedited, outdated or replaced manuscript supplied by the client.
- Platform rule changes, account restrictions, tax verification, copyright or content review, or metadata problems outside our control.
- Express and rush fees, consultation fees, administrative fees, extra revision fees and custom add-ons after work has started.
05Order cancellations
The earlier you tell us, the more of your payment can come back.
You may ask to cancel an order by contacting us as soon as possible. Eligibility depends on the stage of the project when we receive your request.
- Before work begins: a full refund may be available if no review, setup, planning, formatting or file preparation has started.
- After work begins: a partial refund may be considered after deducting completed work, setup time, administration and payment processing costs.
- After draft delivery: refunds are generally not available once draft, proof, sample or review files have been delivered, unless a serious issue cannot be corrected.
- After final delivery: refunds are not normally available because the custom service has been completed.
06Care plans and subscriptions
Cancel before the next billing date; the period already started is not refunded.
Care plans renew monthly until cancelled. You can cancel before your next billing date and the plan ends at the end of the period you have paid for. Fees for a period that has already started are not refunded, unless a duplicate or erroneous charge occurred.
07Revisions before refunds
We fix problems through revisions first, and a refund comes after that.
We follow a correction-first approach. If there is a formatting issue, layout inconsistency, export problem or technical file concern within the agreed scope, we will usually correct it through revisions instead of issuing a refund.
Revision requests must be clear, specific and related to the original order scope. Revisions do not include rewriting, editing, proofreading, redesigning the whole interior after approval, changing the manuscript after formatting has begun, creating a new trim size, adding new chapters, changing platforms or expanding the order, unless quoted separately.
If something in your files is wrong within the agreed scope, we correct it. That is usually the fastest route to a finished book.
08Publishing platform rejections
If a platform rejects a file because of our work, we correct it.
If a platform rejects a file because of a formatting issue within our agreed scope, we will review the rejection notice and correct the file where possible. You may be asked for screenshots, platform messages, upload error reports or the exact rejection reason.
We are not responsible for rejections caused by manuscript content, copyright claims, account verification, metadata errors, ISBN issues, cover problems supplied by a third party, low-quality images supplied by the client, or decisions and rule changes made by the platform.
09Custom quotes
Custom quotes follow the payment and cancellation terms written in the quote.
Custom quotes for large, complex or unusual projects follow the payment and cancellation terms stated in the quote. Deposits that reserve production time may be non-refundable, as stated in the quote.
10How to request a refund
Contact us with your order number and reason, and we reply in writing.
Contact us through the Contact page with your order number, the email used for the order and the reason for your request. Include screenshots or platform messages where relevant. We review each request fairly and reply in writing, usually within a few business days. Approved refunds are returned to the original payment method, and your bank may take 5 to 10 business days to show them.
11Chargebacks
Please contact us before opening a dispute so we can fix it directly.
Please contact us before opening a dispute or chargeback so we can resolve the issue directly. If a chargeback is opened, we may share project records, communications, delivery records and approvals with the payment provider to respond.