Customer policy
Refund Policy
This policy explains how refunds, cancellations, completed work, digital deliverables, third-party costs, promotional purchases, and billing errors are handled.
1. Scope of this policy
This policy applies to services purchased directly from Written Worlds, including eligible writing, manuscript, publishing-preparation, website, book-promotion, setup, and author-support services. A signed service agreement or written quote may include more specific milestone, cancellation, revision, or refund terms. When a customer-specific agreement was provided before payment, that agreement controls to the extent it is more specific and permitted by law.
2. Cancellation before work begins
A customer may request cancellation before Written Worlds begins planning, research, drafting, editing, design, setup, scheduling, production, or other project work. If no work has begun, Written Worlds will generally refund the amount paid, less any customer-approved third-party expense that has already been purchased or incurred and cannot reasonably be recovered.
3. Cancellation after work begins
After work begins, any refund is limited to the unearned portion of the payment. Written Worlds may retain amounts reasonably attributable to completed work, planning, research, administrative setup, delivered drafts, approved rush work, reserved production time that could not reasonably be reassigned, and customer-approved third-party expenses already incurred. Written Worlds will provide a reasonable explanation of the calculation when a partial refund is approved.
4. Completed or delivered digital work
Completed or substantially completed digital services are generally non-refundable after delivery. This includes manuscripts, outlines, editing, formatting, publishing files, website files, promotional copy, advertisements, launch materials, strategy documents, setup work, reports, and other digital deliverables. This does not eliminate a customer's right to request correction, replacement work, or another remedy when Written Worlds materially fails to provide the agreed service or when applicable law requires a remedy.
5. Revisions and service concerns
Customers should report a material delivery problem or request revisions included in the confirmed scope within 7 calendar days after delivery. Written Worlds will review timely concerns and may provide an included revision, correction, replacement file, partial refund, or full refund depending on the confirmed scope and what was delivered. The 7-day request period does not limit rights that cannot legally be waived.
6. Website projects and milestones
Website work may be divided into planning, design, development, content, setup, launch, and maintenance milestones. Completed or customer-approved milestones are non-refundable. Payments assigned to future milestones that have not started may be refundable. Domain registrations, hosting, premium plugins, stock assets, email services, third-party applications, and similar costs are non-refundable once purchased or incurred with customer approval.
7. Book promotion, advertising, and platform services
Completed promotional placement, campaign setup, listing setup, delivered marketing assets, and work already performed are non-refundable. Advertising spend, platform charges, stock assets, software charges, placement costs, and other customer-approved third-party expenses are non-refundable once incurred. Written Worlds does not guarantee sales, rankings, reviews, platform approval, audience growth, or a specific advertising result.
8. Promotional and discounted purchases
An approved refund is calculated from the amount the customer actually paid after discounts, credits, or promotional pricing. A refund is not calculated from the undiscounted list price. A promotion does not remove the customer protections stated in this policy.
9. Duplicate charges and verified billing errors
Verified duplicate payments, incorrect charge amounts, or technical checkout errors will be corrected. When a duplicate or incorrect charge is confirmed, Written Worlds will issue the appropriate full or partial refund to the original payment method.
10. Cancellation by Written Worlds
If Written Worlds cancels a project before work begins, the customer will receive a refund of the amount paid for that project. If Written Worlds ends a project after partial performance, the customer will receive a refund of the unearned portion unless the project ended because of nonpayment, unlawful or unauthorized content, abuse, fraud, repeated failure to provide required materials, or another material breach of the confirmed agreement.
11. Amazon and other third-party purchases
Books linked to Amazon are purchased through Amazon checkout. Amazon controls payment, delivery, eligible order support, account issues, returns, and refunds for those purchases. Written Worlds does not control Amazon refund decisions. Purchases made directly from another third-party platform are also subject to that platform's applicable refund and order policies.
12. How to request a refund
Email written.worlds.exist@gmail.com with the customer name, order number, checkout email, service purchased, payment date, reason for the request, and any supporting information. Written Worlds will generally acknowledge a complete request within 3 business days and will aim to provide a decision within 10 business days. Complex project reviews may require additional time, and Written Worlds will communicate when more information is needed.
13. Approved refund timing
Approved refunds are submitted to the original payment method. Written Worlds will generally initiate an approved refund within 5 business days after the decision. The customer's bank or card issuer controls when the credit appears. Card refunds commonly take approximately 5 to 10 business days after submission, although timing may vary by financial institution and payment method.
14. Chargebacks and disputes
Customers are encouraged to contact Written Worlds first so the order, communication, scope, and payment record can be reviewed. Nothing in this policy prevents a customer from using lawful payment-dispute rights. If a chargeback is filed, Written Worlds may provide the payment processor with order records, project communications, approvals, delivery records, and the refund policy acknowledged at checkout.
15. Applicable law and policy changes
This policy does not limit consumer rights that cannot legally be waived. Written Worlds may update this policy for future purchases. The policy version acknowledged at checkout and any customer-specific agreement provided before payment will be retained with the applicable order when supported by the checkout system.
16. Contact
Refund and cancellation questions may be sent to written.worlds.exist@gmail.com.