If the work we deliver does not match the brief you confirmed, we put it right at no charge. This article explains where the line sits between a free correction and new work, and when a refund applies.
Free corrections
Tell us, and we fix it, when the delivered work has:
- a wrong fact or detail
- the wrong tone
- the emphasis in the wrong place
- a claim you never made
- any other mistake on our side
This applies to Growth Pages, articles and dedicated blog content, on every service level, and to the free start as well.
Please raise it within a reasonable time after delivery, so that we can fix it while the work is fresh.
New work
A change that is materially different from the confirmed brief is a new piece of work, and it is quoted separately. Examples:
- a different offer
- a different audience
- a different topic
- a rewrite of a piece you already approved as a draft
We always tell you which of the two we think your request is before we do anything. You will not find a charge you were not told about.
How to ask for a correction
Reply to your delivery email, or contact support, with:
- the live URL of the piece
- what is wrong
- what it should say
If the correct information was in your original brief, point to it. If the facts have changed since you ordered, for example new prices or a new branch, send the updated details.
Preventing problems before publication
- Send facts, not impressions. See What to put in your brief.
- Choose Pro or Complete if you want to read every draft before it goes live. See Standard, Pro or Complete.
- Every piece passes automated checks before it is published. See Quality checks before anything is published.
Refunds
The terms of service describe two situations in which money is returned:
- We cannot take the order on, because it falls outside what we do or under our acceptable use rules. We tell you and refund anything already paid.
- We stop an order for an acceptable use reason after production has started. We refund anything paid for work that has not yet been delivered, and we tell you why.
You can also avoid the question entirely before paying. Nothing is produced until payment clears, and you can change or drop an order at any point before then.
The terms do not describe a general money-back guarantee, and they do not promise rankings, traffic, leads or sales. If you believe a refund is due for another reason, write to support and a person will review it with you.
Limits
To the fullest extent the law allows, our total liability for an order is limited to the amount you paid for that order. We are not liable for indirect losses such as lost profit. Nothing in the terms limits liability that cannot lawfully be limited.