Refund policy
We want you to be happy with the work. Because much of what we do is custom creative work that starts as soon as you hire us, refunds depend on how far the project has progressed.
The short version
If we have not started your project, you can have a full refund of any deposit. If we have started, you are refunded for the work not yet done. Work already delivered is not refundable, but if something is not right we will fix it first.
Before work starts
If you cancel before we begin, we refund your deposit in full, less any non-refundable third-party costs we have already paid on your behalf, which we will itemise.
After work has started
If you cancel part-way through, we will charge for the work completed up to the day you cancel and refund the rest. For example, if a quote covers three stages and two have been delivered and approved, the third stage payment is refundable if work on it has not begun.
By type of service
- Ghostwriting: charged by stage (outline, drafts, revisions). Delivered stages are not refundable; undelivered stages are.
- Editing and proofreading: once an edit has been delivered it is not refundable, but we will answer questions and correct any mistakes we made.
- Cover design: refundable before concepts are delivered. After concepts are delivered we refund the unused revision portion only.
- Formatting, publishing and websites: refunded for stages not yet started. Fees already paid to third parties, such as ISBNs, proof copies, domains or stock images, are not refundable.
- Audiobooks: recording time already booked or completed is not refundable.
- Marketing: management fees for work done are not refundable. Ad spend is paid directly by you to the ad platform, and we cannot refund it.
If something is wrong
If you are unhappy with what we deliver, tell us within 14 days. We will make reasonable changes to put it right. If we cannot meet what was agreed in the quote, we will refund the relevant stage.
What we cannot refund
- Work you have approved and used or published.
- Third-party costs such as stock images, ISBNs and printing.
- Results you hoped for, such as sales or reviews, because we cannot guarantee them.
How to ask for a refund
Email info@theuniversalpublishing.com with your name and project details. We will reply within two working days and, if a refund is due, send it to the original payment method within 10 working days.