Overview
This policy sets out how cancellations and refund requests are handled for writing packages purchased through this website. It should be read together with the Terms and Conditions.
Cancellation before work begins
If you cancel a purchase before any research, planning or writing has been carried out, a full refund is issued. Please email your cancellation request as soon as possible.
Work already completed
Once research, planning or drafting has begun, any refund reflects the amount of work already carried out. Completed portions of the engagement are non-refundable.
Research and planning already performed
Time spent on research, outlines or planning sessions is treated as delivered work and is not refunded, even where a first draft has not yet been shared.
Partial delivery
Where part of a multi-piece engagement has been delivered, the delivered portion is not refunded. Undelivered portions may be refunded pro rata at my discretion.
Client delays
If a project is paused due to delays in providing the brief, feedback or source material, I will hold the engagement open for a reasonable period. Extended delays may lead to the engagement being closed without refund of completed work.
Failure to provide a complete brief
If a complete brief cannot be agreed after reasonable effort, and no research or writing has yet begun, the payment is refunded in full.
Revision requests outside scope
Revision requests beyond the agreed revision allowance are not covered by refunds. They may be quoted as additional work.
Payment-dispute process
If you believe an error has been made with a charge, contact me directly at hello@wordharbourstudio.co.uk before raising a chargeback. Most issues can be resolved quickly by email.
Refund-request procedure
To request a refund, email hello@wordharbourstudio.co.uk with your name, date of purchase, package purchased and a short explanation of the reason. Refund requests are acknowledged within one business day.
Expected review time
Refund decisions are normally communicated within five business days. Approved refunds are processed through Stripe and typically appear within 5–10 business days depending on your bank.
No unconditional refunds after delivery
Refunds are not offered once custom written content has been delivered and accepted, other than where required by UK consumer law.