Refund Policy

1. General Refund Overview

Due to the customized and creative nature of our services, full refunds are typically not available once work has begun. However, we evaluate all refund requests on a case-by-case basis.

Refunds may be considered under the following conditions:

• A written refund request is submitted to marketing@metanativpublishing.com.
• The request is made within 10 days of product delivery or 5 business days of the initial payment if no delivery has occurred.
• The work is in the early stages or has not yet begun.

2. Eligibility for Refunds

You may qualify for a partial or full refund under the following scenarios:

2.1 Change of Mind

• Within 24 hours of placing your order and before work begins: 100% refund minus transaction fees.
• After 24 hours but before project initiation: refund with deductions for service and transaction fees.

2.2 Non-Delivery of Service

• If we are unable to deliver services due to internal failure or unavoidable circumstances, a full or prorated refund will be provided, depending on the project's progress.

2.3 Non-Compliance with Delivery Standards

• If the final product does not align with the agreed scope and we fail to meet your expectations even after multiple revision rounds, a partial refund may be considered based on the work completed and resources spent.

2.4 Delay in Delivery

• If we miss agreed-upon deadlines due to our fault and are unable to resolve the issue after attempts at remediation, a refund will be offered.

3. Service-Specific Refund Conditions

Each service type carries distinct processes and dependencies. Refund eligibility varies as follows:

a. Ghostwriting

• Full Refund: If cancelled before delivery of the first draft.
• Partial Refund: If some content has been produced but the manuscript is incomplete.
• No Refund: Once the full manuscript has been delivered.

b. Editing & Proofreading

• Partial Refund: Cancelled before work begins.
• No Refund: Once editing or proofreading has commenced or been delivered.

c. Publishing Services

• No Refund: After ISBN registration, formatting, submission to publishing platforms, or metadata work has started.

d. Marketing & Distribution

• No Refund: Once a campaign has launched or third-party ad spend (e.g., social media ads, press releases) has been initiated, no refund will be available.

e. Design Services (Covers, Layout, Branding)

• Partial Refund: If cancelled before delivery of design drafts.
• No Refund: After initial design concepts or files are submitted.

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The project has been fully delivered and approved.
• Client delays or lack of cooperation cause timeline issues.
• The client changes project requirements mid-way, post-agreement.
• Discontent arises due to subjective or creative preferences outside the agreed scope.
• Digital/downloadable assets have been delivered or accessed.
• Third-party fees (e.g., ISBNs, ad budgets, printing) have already been paid on the client's behalf.

5. Revision & Resolution Policy

Before considering a refund, we encourage you to engage with our revision process, which includes:

• Multiple revisions as outlined in your contract.
• Ongoing collaboration and feedback.
• Refunds will not be issued unless resolution attempts have been reasonably exhausted.

6. Cancellation Policy

You may cancel your project by submitting a request to marketing@metanativpublishing.com.

Cancellation Guidelines:

• Within 24 hours and no work initiated: Full refund (less processing fees).
• After work begins, refund eligibility will depend on the project stage and service type.
• Subscription or multi-phase plans: Future services may be cancelled, but no refunds will be given for completed work or active phases.

7. Refund Request Procedure

To initiate a refund:

• Email marketing@metanativpublishing.com with your Order ID, project title, and reason for the request.
• Requests are reviewed within 5–7 business days.
• Approved refunds are processed within 7–14 business days via the original payment method.
• Any payment processor fees (e.g., Stripe, PayPal) will be deducted.

8. Chargebacks & Disputes

Clients must first attempt internal resolution before initiating a chargeback. Any unjustified chargebacks will be disputed, accompanied by documentation including scope agreements, communication records, and proof of work delivered.

9. Force Majeure

We are not responsible for delays or cancellations resulting from:

• Natural disasters
• Power outages or server disruptions
• Pandemics, wars, or other external events beyond our control

10. Client Responsibilities

Refunds may be declined if the client:

• Fails to provide necessary materials or feedback promptly
• Disengages or becomes unresponsive during the project timeline
• Alters project goals or scope after the agreement

11. Policy Updates

Metanativ Publishing reserves the right to revise this policy at any time. Updated versions will be posted on this page with the revised effective date. Clients are advised to check this policy periodically.

For any questions or to submit a refund/cancellation request, please get in touch with us at marketing@metanativpublishing.com