At REFUND & CHARGEBACK POLICY, we strive to provide exceptional publishing and creative services. Due to the nature of our work—customized, time-intensive, and creative—all payments made to us are considered final and non-refundable, except in the rare circumstances outlined below.
Refund Eligibility
We only offer partial or full refunds in the following exceptional cases:
- Duplicate Payment: If you are accidentally charged twice for the same service, we will promptly refund the duplicate amount.
- Service Not Rendered: If we are unable to begin your project within 30 days of the agreed-upon start date and no substantial work has been delivered, you may request a refund.
- Cancelled Projects (Before Start): If you cancel a project before any creative or editorial work has begun, you may be eligible for a partial refund, minus administrative fees (typically 10–15%).
Important: Refunds are not issued for change of mind, delayed feedback, missed deadlines due to client-side delays, or once services (like writing, editing, design, or publishing) have begun.
Non-Refundable Services
The following services are strictly non-refundable under all circumstances:
- Ghostwriting (once writing has started)
- Editing, proofreading, and design once initiated
- ISBN registration, formatting, or publishing packages
- Branding, logos, and visual assets
- Digital marketing and ad spend
- Promotional campaigns (Goodreads, Amazon, etc.)
- Any service with a custom quote or milestone-based payment plan
Chargeback Policy
To protect our agency and contracted professionals, we maintain a zero-tolerance policy on unauthorized chargebacks:
- Fraudulent Chargebacks: Any chargeback filed after receiving deliverables (drafts, designs, edits, formatted files, etc.) will be contested with evidence.
- Dispute Resolution: We urge you to contact us directly at support@pensnpages.com to resolve any concerns before initiating disputes with your bank or card provider.
- Legal & Collection Action: In cases of baseless chargebacks, we reserve the right to:
- Submit collections claims
- Pursue legal action for recovery
- Notify credit bureaus and merchant networks
By using our services, you agree to abide by this refund and chargeback policy and acknowledge that all transactions are protected and recorded.
Contact for Disputes or Concerns
Have a billing issue or refund request? Contact us directly:
We’re committed to resolving issues professionally, transparently, and fairly.
Welcome to Pens & Pages. By accessing or using our website, services, or engaging with our team, you agree to comply with and be bound by the following Terms of Use. If you do not agree with these terms, please do not use our website or services.
- Use of Services
Pens & Pages provides custom publishing services, including ghostwriting, editing, design, publishing, and marketing. By using our services, you agree to:
- Provide accurate and complete information.
- Not use our services for illegal or unethical purposes.
- Respect deadlines, feedback cycles, and communication protocols.
- Client Responsibilities
Clients are expected to:
- Review and approve deliverables in a timely manner.
- Provide clear feedback, materials, and approvals when requested.
- Pay according to the agreed-upon schedule and plan.
- Maintain professional communication with all team members.
- Delays or quality issues due to lack of client input will not be our responsibility.
- Intellectual Property & Ownership
- Clients retain full ownership rights to all final content, designs, and published materials upon full payment.
- Pens & Pages may use generic project summaries or visuals for portfolio and marketing purposes, unless a formal NDA is signed.
- Any unauthorized use, redistribution, or reselling of partial drafts or materials before final payment is prohibited.
- Payments & Billing
- All fees and pricing are outlined in project proposals or invoices.
- Milestone or installment-based payment models apply to most projects.
- Delayed payments may result in paused services or termination of the agreement.
- Refer to our Refund & Chargeback Policy for complete terms.
- Prohibited Conduct
You agree not to:
- Misrepresent your identity or your book’s originality.
- Attempt to exploit, hack, or misuse our systems or team.
- Harass, threaten, or abuse staff or writers.
- Violating these terms may result in immediate project termination with no refund.
- Confidentiality
All shared materials, manuscript ideas, and personal information are treated as confidential and will not be disclosed or shared without your written consent.
- Service Limitations
Pens & Pages guarantees high-quality service, but we do not guarantee:
- Bestseller rankings, specific sales numbers, or media placements
- Exact match with traditional publishing outcomes
- Limitation of Liability
Pens & Pages and its affiliates are not liable for:
- Any damages resulting from delays, third-party distribution issues, or platform algorithm changes.
- Technical failures or third-party disruptions (e.g., Amazon downtime).
- Maximum liability is limited to the amount paid by the client for the specific service in question.
- Modifications
Pens & Pages reserves the right to update or modify these Terms of Use at any time without prior notice. The most recent version will always be available on our website.
- Governing Law
These terms are governed by and construed in accordance with the laws of the US, and any disputes will be handled in Canadian courts unless agreed otherwise.
Contact Us
For any questions regarding these terms, reach us at legal@pensnpages.com.
At Pens & Pages, we strive to provide exceptional publishing and creative services. Due to the nature of our work—customized, time-intensive, and creative—all payments made to us are considered final and non-refundable, except in the rare circumstances outlined below.
Refund Eligibility
We only offer partial or full refunds in the following exceptional cases:
- Duplicate Payment: If you are accidentally charged twice for the same service, we will promptly refund the duplicate amount.
- Service Not Rendered: If we are unable to begin your project within 30 days of the agreed-upon start date and no substantial work has been delivered, you may request a refund.
- Cancelled Projects (Before Start): If you cancel a project before any creative or editorial work has begun, you may be eligible for a partial refund, minus administrative fees (typically 10–15%).
Important: Refunds are not issued for change of mind, delayed feedback, missed deadlines due to client-side delays, or once services (like writing, editing, design, or publishing) have begun.
Non-Refundable Services
The following services are strictly non-refundable under all circumstances:
- Ghostwriting (once writing has started)
- Editing, proofreading, and design once initiated
- ISBN registration, formatting, or publishing packages
- Branding, logos, and visual assets
- Digital marketing and ad spend
- Promotional campaigns (Goodreads, Amazon, etc.)
- Any service with a custom quote or milestone-based payment plan
Chargeback Policy
To protect our agency and contracted professionals, we maintain a zero-tolerance policy on unauthorized chargebacks:
- Fraudulent Chargebacks: Any chargeback filed after receiving deliverables (drafts, designs, edits, formatted files, etc.) will be contested with evidence.
- Dispute Resolution: We urge you to contact us directly at support@pensnpages.com to resolve any concerns before initiating disputes with your bank or card provider.
- Legal & Collection Action: In cases of baseless chargebacks, we reserve the right to:
- Submit collections claims
- Pursue legal action for recovery
- Notify credit bureaus and merchant networks
By using our services, you agree to abide by this refund and chargeback policy and acknowledge that all transactions are protected and recorded.
Contact for Disputes or Concerns
Have a billing issue or refund request? Contact us directly:
We’re committed to resolving issues professionally, transparently, and fairly.
Welcome to Pens & Pages. By accessing or using our website, services, or engaging with our team, you agree to comply with and be bound by the following Terms of Use. If you do not agree with these terms, please do not use our website or services.
- Use of Services
Pens & Pages provides custom publishing services, including ghostwriting, editing, design, publishing, and marketing. By using our services, you agree to:
- Provide accurate and complete information.
- Not use our services for illegal or unethical purposes.
- Respect deadlines, feedback cycles, and communication protocols.
- Client Responsibilities
Clients are expected to:
- Review and approve deliverables in a timely manner.
- Provide clear feedback, materials, and approvals when requested.
- Pay according to the agreed-upon schedule and plan.
- Maintain professional communication with all team members.
- Delays or quality issues due to lack of client input will not be our responsibility.
- Intellectual Property & Ownership
- Clients retain full ownership rights to all final content, designs, and published materials upon full payment.
- Pens & Pages may use generic project summaries or visuals for portfolio and marketing purposes, unless a formal NDA is signed.
- Any unauthorized use, redistribution, or reselling of partial drafts or materials before final payment is prohibited.
- Payments & Billing
- All fees and pricing are outlined in project proposals or invoices.
- Milestone or installment-based payment models apply to most projects.
- Delayed payments may result in paused services or termination of the agreement.
- Refer to our Refund & Chargeback Policy for complete terms.
- Prohibited Conduct
You agree not to:
- Misrepresent your identity or your book’s originality.
- Attempt to exploit, hack, or misuse our systems or team.
- Harass, threaten, or abuse staff or writers.
- Violating these terms may result in immediate project termination with no refund.
- Confidentiality
All shared materials, manuscript ideas, and personal information are treated as confidential and will not be disclosed or shared without your written consent.
- Service Limitations
Pens & Pages guarantees high-quality service, but we do not guarantee:
- Bestseller rankings, specific sales numbers, or media placements
- Exact match with traditional publishing outcomes
- Limitation of Liability
Pens & Pages and its affiliates are not liable for:
- Any damages resulting from delays, third-party distribution issues, or platform algorithm changes.
- Technical failures or third-party disruptions (e.g., Amazon downtime).
- Maximum liability is limited to the amount paid by the client for the specific service in question.
- Modifications
Pens & Pages reserves the right to update or modify these Terms of Use at any time without prior notice. The most recent version will always be available on our website.
- Governing Law
These terms are governed by and construed in accordance with the laws of the US, and any disputes will be handled in Canadian courts unless agreed otherwise.
Contact Us
For any questions regarding these terms, reach us at legal@pensnpages.com.