Returns and Refunds Policy

Introduction

This Returns and Refunds Policy ("Policy") governs all refund and return requests for purchases made through PubliWrite's marketplace and services. This Policy applies to both digital books (e-books) and print books purchased through our platform.

By making a purchase through PubliWrite, you agree to this Returns and Refunds Policy. Please read this Policy carefully before making a purchase. If you have any questions about this Policy, please contact us at info@publiwrite.com or through our helpdesk at https://helpdesk.publiwrite.com.

1. General Refund Policy

PubliWrite offers refunds and returns in accordance with applicable consumer protection laws and the terms set forth in this Policy. The specific terms and conditions for refunds and returns vary depending on the type of product purchased (digital book or print book).

Partial refunds are not available for digital or print books. Refunds, when approved, will be for the full purchase price (minus any applicable fees as described in this Policy).

All refund and return requests must be submitted by contacting our support team. Refunds will be processed through the same payment method used for the original purchase, unless otherwise required by law or agreed upon by both parties.

2. Digital Books (E-books)

2.1 Refund Eligibility

Digital books may be eligible for refunds within 14 days of purchase, but only if the book has not been opened in the reader application. Once a digital book has been opened in our reader application, no refund will be available regardless of the time elapsed since purchase.

To be eligible for a refund, you must:

• Submit your refund request within 14 days of the original purchase date
• Not have opened the book in the reader application
• Contact our support team to initiate the refund process

2.2 Refund Process for Digital Books

To request a refund for a digital book:

1. Contact our support team at info@publiwrite.com or through our helpdesk at https://helpdesk.publiwrite.com
2. Provide your order number, purchase date, and the reason for your refund request
3. Our support team will review your request and verify that the book has not been opened
4. If approved, we will process your refund within 5-10 business days

Refunds for digital books will be processed to the original payment method used for the purchase. Processing times may vary depending on your payment provider.

2.3 Non-Refundable Digital Books

The following circumstances make digital books non-refundable:

• The book has been opened in the reader application
• The refund request is submitted more than 14 days after purchase
• The purchase was made using a promotional code or discount that explicitly states "no refunds"
• The refund request is determined to be fraudulent or abusive

2.4 After Refund Period Expires

Once the 14-day refund period expires, all sales of digital books are final. No refunds will be provided after this period, except as required by applicable consumer protection laws in your jurisdiction.

3. Print Books

Print-on-demand books are manufactured individually for each order and therefore cannot be resold. For this reason, returns are accepted only under the conditions listed in this Policy.

3.1 Return Eligibility

Print books may be eligible for returns within 14 days of delivery, subject to the following conditions:

• The book must be returned in its original, unread condition
• The book must be in its original packaging, if applicable
• The return request must be submitted within 14 days of delivery
• The book must not be damaged, marked, or otherwise altered by the customer

Exceptions: Books that are damaged during shipping, defective, or incorrectly fulfilled due to our error may be eligible for return or replacement regardless of condition, subject to verification.

3.2 Return Process for Print Books

To request a return for a print book:

1. Contact our support team at info@publiwrite.com or through our helpdesk at https://helpdesk.publiwrite.com
2. Provide your order number, delivery date, and the reason for your return request
3. Our support team will review your request and provide return instructions if approved
4. Ship the book back to the address provided by our support team
5. Once we receive and verify the returned book, we will process your refund

Important: Do not return books without first contacting our support team and receiving return authorization. Returns sent without authorization may not be processed.

3.3 Return Shipping Costs

Return shipping costs are generally the responsibility of the customer, except in the following circumstances:

• The return is due to a printing defect or manufacturing error
• The return is due to our error (wrong book, incorrect order, etc.)
• The book was damaged during shipping
• Required by applicable consumer protection laws in your jurisdiction

If the return is due to our error or a defect, we will provide a prepaid return shipping label or reimburse your return shipping costs.

3.4 Restocking Fees

A restocking fee may apply to returned print books in certain circumstances:

• Returns that are not due to defects or our error may be subject to a restocking fee of up to 15% of the purchase price
• Books returned in damaged or unsellable condition may be subject to a restocking fee or may not be eligible for a full refund
• No restocking fee applies to returns due to defects, our errors, or as required by applicable consumer protection laws

Any applicable restocking fee will be deducted from your refund amount and will be clearly disclosed before processing your return.

3.5 Refund Processing for Print Books

Once we receive and verify your returned print book:

• We will process your refund within 5-10 business days
• Refunds will be processed to the original payment method used for the purchase
• The refund amount will be the purchase price minus any applicable restocking fees and return shipping costs (if not covered by us)
• Original shipping costs are generally non-refundable, unless the return is due to our error or a defect

Processing times may vary depending on your payment provider. You will receive a confirmation email once your refund has been processed.

3.6 Non-Returnable Print Books

Print books may not be eligible for return in the following circumstances:

• The return request is submitted more than 14 days after delivery
• The book has been damaged, marked, or altered by the customer
• The book is not in its original condition or packaging
• The book has been read or shows signs of use
• The return request is determined to be fraudulent or abusive
• Custom or personalized books (unless defective or incorrectly fulfilled)

4. Refund Processing Times

Refund processing times vary depending on the type of purchase and payment method:

• Digital Books: Refunds are typically processed within 5-10 business days after approval
• Print Books: Refunds are typically processed within 5-10 business days after we receive and verify the returned book
• Payment Method: Once we process the refund, it may take additional time for the funds to appear in your account, depending on your payment provider (typically 3-10 business days for credit/debit cards, and may vary for cryptocurrency payments)

You will receive a confirmation email once your refund has been processed. If you do not see the refund in your account after the expected timeframe, please contact our support team.

5. Payment Processing Fees

Payment processing fees charged by payment processors (such as Stripe or Helio) may be deducted from refund amounts in accordance with the payment processor's policies. These fees are typically non-refundable and are deducted to cover the costs of processing the original transaction and the refund.

However, if a refund is due to our error, a defect, or as required by applicable consumer protection laws, we will absorb these fees and provide a full refund of the purchase price.

6. Author Royalties and Refunds

When a book is refunded, the author's royalties for that sale will be adjusted accordingly. This means:

• If royalties have already been paid to the author, the refunded amount (including the author's royalty portion) will be deducted from future earnings
• If royalties are still in the locked earnings period (45 days), they will be adjusted to reflect the refund
• Authors are responsible for any chargebacks or payment disputes related to their books, as detailed in our Terms of Service

For more information about royalties and chargeback liability, please refer to our Terms of Service.

7. Consumer Rights

This Policy is designed to comply with applicable consumer protection laws, including:

• UK Consumers: Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• EU Consumers: EU Consumer Rights Directive and applicable national consumer protection laws
• US Consumers: Applicable state and federal consumer protection laws

Nothing in this Policy affects your statutory rights as a consumer. If you are a consumer, you may have additional rights under applicable consumer protection laws that cannot be limited by this Policy. If you believe your consumer rights have been violated, please contact us or your local consumer protection authority.

8. Disputes and Chargebacks

If you are dissatisfied with a purchase, we encourage you to contact our support team first to resolve the issue. We are committed to working with you to find a satisfactory resolution.

Chargebacks: If you file a chargeback or payment dispute with your bank or credit card company, please note that:

• We will work with payment processors to respond to chargebacks and provide necessary documentation
• Chargebacks may result in additional fees and costs, as detailed in our Terms of Service
• We reserve the right to suspend or terminate accounts that abuse the chargeback process
• For authors, chargeback liability is addressed in our Terms of Service

We strongly encourage you to contact us directly before initiating a chargeback, as we may be able to resolve your concern more quickly and without additional fees.

9. Contact Us

If you have questions about this Returns and Refunds Policy or need to request a refund or return, please contact us:

Email: info@publiwrite.com
Helpdesk: https://helpdesk.publiwrite.com
Website: https://publiwrite.com

When contacting us about a refund or return, please include:

• Your order number or purchase confirmation
• The date of purchase
• The reason for your refund or return request
• Any relevant photos or documentation (for print book returns)

10. Changes to This Policy

We may update this Returns and Refunds Policy from time to time to reflect changes in our practices, legal requirements, or other factors. We will notify you of material changes by:

• Posting the updated Policy on our website
• Sending email notifications to registered users for significant changes

The "Last updated" date at the top of this Policy indicates when it was last revised. Your continued use of the Service after changes become effective constitutes acceptance of the updated Policy. However, refund and return requests will be processed according to the Policy in effect at the time of your purchase.