LEGAL · L4

Refund policy.

Updated 12 May 2026 · 0.9% of orders end in refund · Stats published monthly

01.The principle

Refunds are trigger-based, not discretionary. You don't have to explain yourself, plead a case, or talk to a "retention specialist." Each trigger in the schedule below maps to a fixed refund amount and a fixed timeline. We honour them in writing, in your engagement letter, before any work begins.

Plain English: if we miss the goalpost, you don't have to argue. Just point at the goalpost.

02.Trigger schedule

TRIGGER
REFUND
NOTES
Late by 60+ minutes
50%
Outside any window agreed in writing.
Late by 6+ hours
100%
Includes cancellation option, free of charge.
Turnitin above 5%
Free rewrite
Or full refund if you'd rather skip the rewrite.
GPTZero AI flag above 15%
Free rewrite or 70%
Your choice. The rewrite usually drops it to single digits.
Off-brief after 3 revisions
100%
No store credit. Original payment method.
Supervisor formally rejects
100% + apology call
Email proof required. Resolved within 24h.

03.How to trigger

WhatsApp the coordinator (Maya) with:

  • Your order ID.
  • The trigger you're claiming (e.g. "Trigger 03 — Turnitin above 5%").
  • Whatever evidence the trigger requires (a screenshot of the Turnitin score, your supervisor's email, etc.).

No form. No escalation. No call required. Maya acknowledges within 2 minutes and the refund is processed inside 24 hours (5 business days for bank rails).

04.Timeline

Acknowledgement: within 2 minutes (24/7). Decision: within 24 hours. Payment: 1–5 business days depending on your bank. Bank transfer refunds in the UK usually arrive same-day.

05.What we won't refund

  • Orders where you have submitted the paper as-is to your university without following the adaptation guide. The work was successfully delivered; what happens at your end is not a delivery failure.
  • "Change of mind" after the writer has been matched and started — we can refund the unworked portion of the order, not the writer's billed time.
  • Plagiarism flagged by your university's bespoke detector after you submitted (we use Turnitin, the most-used system, and guarantee against its score).

06.Disputes

If you and Maya disagree about whether a trigger has fired, the case is escalated to Sara (co-founder) within 4 hours and resolved within 24 hours. If you remain dissatisfied, you have a contractual right to take the case to UK small claims at any point.

07.Published stats

We publish refund rates monthly on this page. In the last 12 months: 0.9% of orders ended in refund. Of those, 64% were "supervisor rejection" cases (mostly methodology disagreements), 22% were "late delivery" (mostly <2 hour misses), 9% were "Turnitin above 5%", 5% were "off-brief after revisions". Nothing else.