The Story Guardian reviews refund requests individually under the terms stated below. We first aim to address documented concerns through the revision process included in the client’s service agreement.

Requesting a Refund

A refund request must be submitted in writing within 14 calendar days of the relevant delivery. The request should include:

• The client’s name and order details
• A clear explanation of the concern
• Examples showing where the delivered work differs from the agreed scope
• Copies of relevant revision requests or previous correspondence

We may request additional information when needed to review the claim.

Revision Process

Minor editing, proofreading, formatting, or design issues are normally handled through revisions rather than refunds. The client must provide documented feedback and allow up to three reasonable correction attempts within 14 calendar days of the first delivery.

Revision requests must relate to the original project scope. New instructions or additional work may require a separate fee and timeline.

When Refunds Are Not Available

A refund will generally not be issued for:

• Minor issues that can be addressed through the included revision process
• Delays caused by missing materials, late feedback, or unavailable approvals from the client
• Requests that exceed or differ from the approved project scope
• Concerns based only on the manuscript’s word count when the agreed service has been delivered
• A change of mind or voluntary cancellation after work has started
• Failure to provide the information or materials required to complete the service
• Failure to submit documented concerns or allow the stated correction process
• Completed and approved portions of a project
• Voluntary tips or gratuities paid to staff
• Delays caused by third-party platforms, payment providers, or events outside The Story Guardian’s reasonable control

Delayed Delivery

If delivery is delayed solely because of The Story Guardian, the client should submit a written notice and allow a reasonable opportunity for the issue to be resolved.

When the client has made at least three documented requests for an update and the delayed service remains incomplete, a partial refund of up to 50% of the fee paid for the affected service may be considered. The amount will depend on the portion of work already completed and delivered.

Refund Review and Processing

Refund requests are assessed against the approved service agreement, project scope, delivery records, and documented correspondence. The Story Guardian will provide its decision in writing.

Approved refunds will be returned through the original payment method where available. Processing times may vary depending on the payment provider or financial institution.

This policy does not limit any rights that cannot be excluded under applicable law.