Terms & Conditions

This Refunds & Cancellation Policy applies to Penguin Publishing House as a brand under The Nova Publishers group and is intended to align with the group’s Terms & Conditions. By using this Website and/or our services, you agree to be legally bound by this policy.

1. Key Rule: Non-Refundable After Work Initiation

All payments are non-refundable once Work Initiation occurs, except where required by applicable law.

Work Initiation includes, without limitation: onboarding, intake review, project setup, scheduling, staff assignment, research/reading, drafting/writing, editing, formatting, design, proofreading, revisions, internal processing, or any step taken to start or move the project forward.

2. Cancellation Before Work Initiation

If you submit a written cancellation request before Work Initiation and we confirm that no work has started and no costs have been incurred, we may approve the cancellation.

  • Any approved refund may be reduced by non-recoverable payment processing fees and reasonable administrative handling, where permitted by law.
3. No Refunds After Work Initiation

Once Work Initiation occurs, no refunds will be issued for any reason, including but not limited to:

  • Change of mind
  • Budget changes
  • Scheduling conflicts
  • Business decisions
  • Dissatisfaction based on preference where work is within agreed scope and professional standards
4. Third-Party Costs Are Non-Refundable

All Third-Party Costs are non-refundable in all circumstances.

Examples include (where applicable): ISBNs, printing and shipping costs, paid assets, fonts, plugins, domains, hosting, platform fees, advertising spend, and vendor charges.

5. Refund Method and Timing (If Approved)
  • Approved refunds will be issued to the original payment method where feasible.
  • Processing typically takes 7–14 business days, subject to bank or payment processor timelines.
6. Pauses, Non-Responsiveness, and Abandonment

If your project is delayed due to missing materials, delayed approvals, or lack of response, timelines may be extended and work may be paused. Such delays do not create a right to a refund.

7. Chargebacks and Payment Disputes

Before initiating a chargeback, you agree to contact us in good faith to attempt resolution.

  • Services may be paused or terminated
  • Deliverables may be withheld pending resolution
  • We may submit documentation to the payment processor or bank, including scope, communications, work logs, and proofs of delivery, and may recover fees or penalties where permitted by law
8. How to Request Cancellation

All cancellation requests must be made in writing via official support channels listed on the relevant website or the email address shown on your invoice.

Please include the following details:

  • Your full name
  • Invoice number or Order ID
  • The service purchased
  • The reason for cancellation (optional but helpful)
9. Exceptions Required by Law

Nothing in this policy limits any consumer rights that cannot be waived under applicable law. If a jurisdiction requires refunds in specific circumstances, we will comply fully with such legal requirements.