Refund Policy

Overview

Because our services involve the investment of skilled professional time, from editors and designers to distribution specialists, our refund eligibility is tied to the stage at which you cancel your project. We make every effort to resolve concerns before a refund is necessary, and we encourage you to contact your Author Success Manager at any point if you have concerns about your project.

Eligibility for Refunds

Full refund (100%)

A full refund is available if you cancel your project within 48 hours of placing your order and before any work has commenced. To qualify, you must submit a cancellation request to support@spinespublishingusa.com within 48 hours of your order confirmation.

Partial refund (50%)

If work has commenced but you are within the first milestone of your project (prior to delivery of any editing or design draft), a 50% refund of your total payment is available. This partial refund reflects the professional time already invested in your project.

No refund

Once the first draft of any service deliverable (edited manuscript, cover design concepts, formatted interior) has been delivered to you, no refund is available. At this stage, substantial professional work has been completed on your behalf.

Non-Refundable Services

The following services and fees are non-refundable under any circumstances:

• ISBN registration fees (these are purchased from Bowker on your behalf and cannot be returned)
• Distribution setup fees once your book has been submitted to any retailer
• Audiobook narration fees once recording has commenced
• Rush processing fees
• Any third-party fees paid on your behalf (e.g., copyright registration, Library of Congress PCN)

How to Request a Refund

To request a refund, please follow these steps:

• Email support@spinespublishingusa.com with the subject line 'Refund Request, [Your Order Number]'.
• Include your full name, order number, date of purchase, and the reason for your refund request.
• Our team will review your request and respond within 3 business days with a decision.
• If approved, we will initiate the refund to your original payment method.

Processing Timeline

Once a refund is approved, processing times are as follows:

• Credit and debit cards: 5–10 business days to appear on your statement (depending on your bank)
• PayPal: 3–5 business days
• Other payment methods: Up to 14 business days

Refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card or account.

Quality Concerns and Revisions

Before requesting a refund due to dissatisfaction with deliverables, please consider using your included revision rounds. Our service packages include the following revisions:

• Editing: One round of author revisions included after delivery of the edited manuscript
• Cover design: Three design concepts plus two rounds of revisions on your chosen concept
• Interior formatting: Two rounds of revisions after initial delivery

If you are dissatisfied after using your included revisions, please escalate to our Quality Assurance team at quality@spinespublishingusa.com before initiating a refund request. We are committed to resolving quality issues and will work with you to find a satisfactory outcome.

Disputes

If you believe a charge is incorrect or unauthorised, please contact our support team immediately. We are committed to resolving billing disputes quickly and fairly. Any disputes not resolved through our support team may be escalated under the dispute resolution terms in our Terms of Service.