Legal

Revisions & refund policy

When revisions are free, when money comes back, and how long you have to ask. Written so you can check it against what actually happened.

Last updated: 2026-09-23

Free revisions

Every order includes free revisions for 14 days after delivery. Send the document back with your questions or the passages you want reconsidered, and the same editor handles it. There is no limit on the number of rounds within that window.

Revisions cover the text we edited. If you rewrite substantial sections afterwards and want the new text edited too, that is new work at the normal rate — we will tell you which it is and what it costs before doing anything.

If the work is below standard

Tell us within 14 days at support@proofreadlab.com, with your order reference and the delivered file with examples marked. What follows is fixed:

Late delivery

• Delivered late, but within half the booked turnaround: we refund the difference between what you paid and the price of the next slower return time.
• Delivered more than half the booked turnaround late — for example, more than 12 hours late on a 24-hour order — we refund the order in full and you keep the work.
• Clock paused: time lost to a file we could not open, a wrong file, or an unanswered editorial query does not count as our delay. We tell you at once when the clock pauses.

Cancellation before delivery

What is not refundable

• A journal, examiner, funder or immigration decision that went against you. Editing cannot promise outcomes, and we do not claim it can.
• A preference you did not state in the order — for example US spelling when the order said UK. We correct it free, but it is not a failed edit.
• Changes you accepted in the tracked file and later regret. The tracked copy exists so every change stays yours to reject.
• Content added after delivery, or sections excluded from the word count you paid for.
• Requests made more than 14 days after delivery, except where the law where you live gives you longer.
• Disagreement with a defensible editorial judgement, where the senior reviewer finds the work was at standard. In that case we will still explain the reasoning in writing.

How refunds are paid

Refunds go back by the method you paid with, within 10 working days of approval. Bank transfers may take longer to clear, and any bank charge deducted in transit by an intermediary is outside our control. If the original method has expired, we will agree an alternative with you in writing.

Translation-specific points

• Terminology disagreements are corrected free within the revision window. Where you supplied a glossary, we follow it; where you did not, we will adopt your preferred terms on request at no charge.
• Rejection by an authority because the wrong kind of certification was required — sworn, notarised or jurisdiction-specific — is not a refundable fault if you did not tell us which authority the document was for. Tell us and we will reissue what we can.
• Illegible source material marked as such in the translation is not an error; send a clearer copy and we will translate the missing passages free.

Chargebacks

Please raise a concern with us before asking your bank to reverse a payment. Almost everything is resolved in an email, and a chargeback opened without contact prevents us from fixing the actual problem. We may decline future orders from an account that has done so.