Refund Policy

1. Our 7-day money-back guarantee

If the work we deliver does not match the brief you agreed, tell us within 7 days of delivery. We will revise it free of charge. If the revision still does not put it right, you get your money back.

This guarantee sits alongside your statutory rights under the Consumer Rights Act 2015, which entitle you to a service carried out with reasonable care and skill. Nothing here takes those rights away.

2. What qualifies for a refund

• The work was not delivered at all.
• The work does not match the brief and instructions you agreed with us.
• The work falls below a professional standard — for example, uncorrected errors of the type you paid us to correct.
• The wrong referencing style or formatting was applied, despite being specified.
• We missed an agreed deadline through our own fault and the work was no longer usable to you as a result.
• You were charged twice, or charged the wrong amount.

3. Partial refunds

Where only part of an order is affected, we refund that part. For example, if a staged thesis edit was delivered well for four chapters and poorly for one, the refund covers that one chapter rather than the whole order.

If you cancel a multi-stage project partway through, you pay for the stages already delivered and we refund the rest.

4. What is not covered

We cannot refund in the following cases:

• The grade or mark you received. We provide editorial support, not outcomes, and we never guarantee a grade.
• A journal, publisher or examiner rejecting your work. Those decisions are outside our control.
• A change of mind after the work has been fully delivered, where the work matches the brief.
• New requirements that were not in the original brief — these are quoted as new work.
• Delays caused by missing information, files or instructions from you.
• Requests made more than 7 days after delivery, unless your statutory rights apply.
• Consequences of academic misconduct — including any penalty arising from submitting model material as your own work, contrary to our Terms of Service.

5. Cancelling before we start

If you cancel before an editor has begun, you get a full refund, no questions asked.

If you cancel after work has begun but before delivery, we refund the proportion not yet completed. We will tell you honestly how far along the work is.

6. If we deliver late

If we miss an agreed deadline through our own fault, contact us straight away. Depending on how late we were and whether the work was still usable, we will offer a partial refund, a full refund, or a credit — your choice, not ours.

Deadlines run from the point payment clears and we have every file and instruction we need. Time spent waiting on you does not count against us.

7. How to claim

1. Email info@london-editors.com within 7 days of delivery, or message us on WhatsApp.
2. Include your order reference, the file in question, and specifically what does not match the brief. The more precise you are, the faster we can resolve it.
3. We will acknowledge within one working day and tell you whether we are offering a revision, a refund, or both.
4. If you accept a revision, the 7-day window restarts from the date we redeliver.

8. How refunds are processed

Approved refunds are returned to the original payment method. We do not refund to a different card or account.

We process approved refunds within 5 working days. How long the money then takes to appear depends on your bank or card provider — usually a further 3 to 10 working days.

9. If you disagree with our decision

Ask for it to be escalated — email us and say so. A senior member of the team who was not involved in the original decision will review it and respond within five working days.

If you are still unhappy, you keep every right you have under the Consumer Rights Act 2015, including the right to raise the matter with your card provider or to seek independent advice from Citizens Advice.