Correction & Refund Policy

A clear remedy for service problems

Corrections and refunds should be governed by what was purchased and what was delivered.

This policy explains how Twikz handles correction requests, repeat performance, price reductions, cancellations and refunds. It does not exclude or restrict any statutory right that applies to you.

Check the delivery

Please review the delivered files promptly.

Compare the delivery with your order confirmation, the service inclusions and the document-specific requirements recorded before substantive editing began.

For efficient review, please report an issue preferably within 7 calendar days for Executive CV / Résumé & Applications, or within 14 calendar days for the other editing services.

These are review targets, not contractual cut-offs: A delay in reporting does not remove any statutory right that cannot lawfully be limited.

Objective service problems

Some issues can be assessed against a clear standard.

An objective service problem may include:

• an included section or agreed part of the document not being reviewed;
• a clear spelling or grammatical error missed within the service purchased;
• an unauthorised change that materially alters your intended meaning;
• a document-specific requirement not being checked where that check formed part of the service;
• a stated deliverable not being supplied; or
• a confirmed deadline being missed for a reason within Twikz’s control.

Twikz considers the service information available before purchase, the order confirmation, the requirements recorded before substantive editing began, the submitted material and the delivered files.

Correction and repeat performance

Where a service problem can be corrected, correction will normally be the first remedy.

Where correction or repeat performance is appropriate, Twikz will carry out the necessary work within a reasonable time, without significant inconvenience and without an additional editing charge.

The correction is limited to the material supplied for the original order, the service purchased and the document-specific requirements recorded before substantive editing began.

New material, a new destination, customer revisions made after delivery or work outside the original service are not part of the correction unless separately purchased or otherwise agreed.

Price reduction or refund

A price reduction or refund may apply where correction cannot provide the required remedy.

Where the applicable statutory conditions are met, a UK consumer may be entitled to an appropriate price reduction if repeat performance is impossible or is not provided within a reasonable time and without significant inconvenience. The reduction may, where appropriate, be the full price.

Where a statutory refund is due, Twikz will provide it without undue delay and within the applicable legal timeframe. Where the Consumer Rights Act 2015 remedy applies, the refund will be made within 14 days after Twikz agrees that you are entitled to it, using the original payment method unless you expressly agree otherwise, and without a refund fee.

Cancellation

Online consumer orders may carry a statutory cancellation right.

If you are a qualifying UK consumer buying the service online, you will normally have a 14-day statutory cancellation period beginning when the contract is concluded.

If Twikz has not started the service and you exercise a valid cancellation right within that period, the applicable payment will be refunded.

Twikz does not impose an administrative cancellation charge. If you expressly request the service to begin during the statutory cancellation period, different rules may apply to work already supplied.

Work requested during the cancellation period. If you expressly ask Twikz to begin the service during the statutory cancellation period and then cancel before completion, you may be required to pay a proportionate amount for the service supplied up to cancellation.

If the service is fully performed during the cancellation period after your express request and your acknowledgement that the cancellation right will be lost once full performance is complete, that statutory cancellation right may end when the service has been fully performed.

Statutory consumer cancellation rights do not apply in the same way to business customers.

Customer-caused delay or material mismatch

The information used to purchase the service must match the document supplied.

Twikz is not responsible for delay caused by missing or inaccessible files, materially inaccurate word counts, late required information, a changed destination or customer revisions that affect the work already planned or completed.

If the submitted material materially differs from the service purchased or the information used to calculate the order, Twikz may pause substantive work and contact you before proceeding.

Where additional or different work is required, you may be offered the appropriate service or additional work at the applicable price. No additional charge or out-of-scope work will be imposed without your approval. If the purchased service cannot reasonably be delivered to the material supplied, cancellation and any refund for unperformed work will be handled in accordance with the contract and applicable law.

How to report a problem

Give enough information for the original delivery to be checked.

Use the order-support contact provided with your purchase and include:

• Your order referenceThis identifies the service purchased and the relevant delivery.
• The affected file, page or sectionIdentify where the issue appears so it can be reviewed efficiently.
• A concise description of the issueExplain what you believe was missed, changed or not supplied.

Please keep an unchanged copy of the original delivered files until the review is complete. If you need to continue working on the document, save your changes in a separate copy.

Twikz will assess the issue against the service purchased, the information provided before purchase, the document-specific requirements recorded before substantive editing began and the original delivered files.