Return and Refund Policy
At Susource, we are committed to providing high-quality publishing consultancy and editorial services. We understand that hiring a consultant is a significant investment, and we strive to ensure clear communication throughout the duration of your project.
1. Service-Based Projects (Consultancy & Editing)
Because our services are customized and involve professional labor and time, we do not offer refunds once the work has been performed.
Project Deposits: Many of our projects require a non-refundable deposit to secure your spot in our schedule and begin the initial assessment of your manuscript.
Work in Progress: If you choose to terminate a project before completion, you will be billed for all work hours completed up to the date of your written cancellation notice.
Dissatisfaction with Edits: If you are not satisfied with the quality of the editorial or design work provided, please notify us within 7 days of receiving the deliverable. We are committed to working with you to address your concerns and will provide reasonable revisions as outlined in your specific project contract.
2. Digital Products (Guides, Templates, or E-books)If you purchase downloadable resources, templates, or guides from our website:Due to the nature of digital products, all sales are final. Once the file has been downloaded or accessed, we cannot offer a refund.If you experience technical issues accessing a file, please contact us at inf@susource.com for assistance.
3. Physical Books or Printed MaterialsIf you order physical copies of books or materials managed by Susource:We only accept returns for items that arrive damaged or defective.To initiate a claim, please contact us within 7 business days of receiving your order with photographic evidence of the damage.Replacement items will be shipped at no additional cost for valid claims.
4. Cancellation Policy
By the Client: You may cancel your project at any time by providing written notice. As stated above, you will be responsible for payment for all work completed to date.
By Susource: We reserve the right to cancel a project if we determine that the content violates our ethics policy or if communication becomes impossible. In such cases, a prorated refund for uncompleted work will be issued, minus any administrative or non-refundable deposit fees.
5. How to Request Assistance
If you have questions regarding your project or wish to discuss a refund request, please reach out to our support team:
Email: info@susource.com
Subject Line: Refund Request - [Your Project Name/Order Number]
Implementation Advice:
Be Explicit in your Contracts: While this policy should be on your website, your individual
Client Service Agreement should also contain a section titled "Termination and Refunds." This creates a double layer of protection.
The "Revision" Clause: In the publishing world, "refunds" are rarely requested if the "revisions" process is managed well. Clearly define how many rounds of revisions are included in your price (e.g., "Two rounds of developmental edits are included in the package fee").
Communication: If a client is unhappy, try to resolve it through extra support or a revision before falling back on the legal policy. A satisfied client is your best marketing tool.