REFUND & CHARGEBACK POLICY
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.