About
Our quality guarantee
A guarantee is only worth reading if it says what happens when the work is wrong. Here is ours, including the remedies and the deadlines.
What we promise on every order
- A named editor. Your order is assigned to one editor in your subject area, identified in your confirmation. The same editor handles your revisions.
- Both passes. Proofreading and editing are included at one price. You never pay for the wrong tier because you misjudged your own draft.
- A documented checklist. Every order is worked through the same checklist, and the editor's report tells you what was found.
- Your meaning preserved. Ambiguities are queried, not resolved on your behalf.
- Delivery on time. By the stated time in your own time zone, or the late-delivery remedy below applies.
- Human work. No part of your document is edited or translated by a language model.
Free revisions for 14 days
For 14 days after delivery you can send the document back with questions, disagreements or requests to reconsider, at no cost. This covers the text we edited. If you rewrite substantial sections afterwards and want the new text edited, that is new work at the normal rate — we will always tell you which it is before charging anything.
Revisions go to your original editor unless you ask for someone else.
If the work is below standard
Tell us within 14 days and be specific: send the file with examples marked. What happens next is fixed, not discretionary.
A senior editor reviews it
Within two working days, a senior editor who did not work on your order reads your examples against the delivered file and tells you plainly whether they agree with you.
Re-edit from scratch, at our cost
If the work fell short, a different senior editor re-edits the original document completely. You are not charged, and you keep both versions.
Refund if it still falls short
If the re-edit also fails to reach the standard described on this page, we refund the order in full. The refund policy sets out the detail.
Late delivery
If we deliver after the confirmed time through our own fault, you are refunded the difference between what you paid and the price of the next slower return time. If the delay exceeds half of the booked turnaround — for example, more than 12 hours late on a 24-hour order — the order is refunded in full and you keep the work.
Delays caused by a file we could not open, or by a query you have not yet answered, pause the clock. We tell you at once when that happens rather than letting the deadline pass quietly.
What the guarantee does not cover
Being clear about the limits is part of the guarantee being real.
- Journal or examiner decisions. No editor can promise acceptance, a grade or a funding outcome.
- Content we were not sent. Sections excluded from the word count, or text added after delivery.
- Preferences not stated in the order. If you needed US spelling and did not say so, we will change it free — but it is not a failure of the edit.
- Factual and analytical accuracy. Editors query claims that look inconsistent; they do not verify your data, your sources or your reasoning.
- Changes you accepted and later regret. The tracked file exists so that every change remains yours to reject.
How to raise a concern
Email support@proofreadlab.com with your order reference and the file, marking the passages you want looked at. A person reads it — there is no ticket queue and no chatbot — and you get a substantive reply within two working days.