1. Deposit policy
All deposits (typically 30–50% of project cost) are non-refundable once the Scope of Work has been signed and the project kickoff meeting has been completed. The deposit covers writer assignment, research, and onboarding costs already incurred.
2. Milestone-based refunds
If a client cancels mid-project, they receive a refund for any milestone not yet started. Milestones already in progress are assessed on a percentage-complete basis. Completed and approved milestones are not refundable.
3. If Penscribe fails to deliver
If we cannot deliver the agreed deliverables within the agreed scope, we offer:
- Unlimited revisions to bring the work to the agreed standard, or
- A partial or full refund at our discretion, based on completed work.
4. No refunds on approved work
Work that has been reviewed and approved by the client during a milestone review cannot be refunded after approval. We encourage clients to review milestone deliverables carefully before signing off.
5. Dispute resolution
We offer a 30-day dispute window from final delivery. Send project details and the basis for the dispute to billing@penscribepublishing.com, and we will respond within 5 business days.
6. How refunds are issued
Approved refunds are returned to the original payment method within 10 business days. International transfers may take longer depending on the receiving bank.
7. Contact
Questions about this policy? Email billing@penscribepublishing.com or contact our team.