All terminology and meanings used in the Policy that are not explicitly defined here have the same meaning as in the Terms. The Policy may be modified similarly to the Terms.

We are a customer-focused service, therefore you can rest confident that we will follow all of your Order's instructions. Please note that requesting a refund is an extreme measure. We are willing to examine the concerns with the final version of the Product with you in order to determine why you are requesting a refund. This stage is essential to identify why you are requesting a refund: (a) you just want a refund; or (b) you have reasonable grounds to believe you received substandard services. All return policies are outlined in this policy. Please keep in mind that refund situations, which are inconvenient for both you and us, can be easily avoided by providing as detailed and exact instructions as possible when placing an order. Typically, a dispute arises due to a lack of communication and misunderstanding. We cherish you as a customer and take great pleasure in our customer service; thus, you can rest confident that the dispute resolution procedure will be swift and painless. We look forward to our continued cooperation and appreciate your use of our service.

1. General terminology

1. Unless otherwise specifically stated in the Policy, all payments made to the Company are final and non-refundable.
2. Still, we will issue a 100% full refund:
   • if we receive a double payment from you (providing a bank statement showing the double-charge will expedite this process);
   • if you place Orders twice (or more) and paid for all of them;
   •  if the Writer is not assigned; if you request to cancel an Order before the Writer has been assigned; and if the Writer is not available (you will receive a notification when a Writer is assigned).
3. Other situations necessitate a comprehensive inquiry by the conflict management staff. The dispute manager will call you within 24 hours on business days following the submission of your case resolution request. If we do not receive a response (clarifications or explanations) from the Customer within 5 calendar days, the case will be closed permanently and no refunds will be issued.
4. Please be aware that any refunds owed to you may be converted into a prepayment for future orders if you agree to this transaction.
5. After the Dispute Management Team has approved the refund request, it must be processed within 10 business days. Following the date of transaction commencement, the funds will be credited to the Customer's account within three to five business days, depending on the bank's restrictions and service specifications. Unless you have clearly agreed otherwise, your refund will be issued using the same method of payment as the original transaction, unless you have expressly agreed otherwise.

2. Grace period 

1. We provide a 10-Day Grace Period (after the Product has been approved) during which the Customer can inspect the Product to ensure that all requirements have been met. If Your order contains more than 20 pages, you may request a free revision within 14 days of approval. If we do not receive a reaction (complaints) from the Customer within 5 calendar days, we will consider the Product completely approved. Please note: this policy only applies after 10 days of the Grace Period have passed, for example (but not limited to): the Customer is on the ninth day of the Grace Period; the Customer sends a Refund request; we reply within 24 hours, requesting clarifications (in case of a vague Refund claim); we do not receive a response from the Customer within 5 days, which makes it 15 days from the moment the Product was delivered; therefore, the Customer forfeits the right to a refund. Please note that such situations are easy to prevent. On business days, you will get a notification from the Dispute Management Team within 24 hours to both your Account on the Website and your E-Mail. Please note: this policy only applies after 10 days of the Grace Period have passed, for example (but not limited to):
   • the Customer is on the ninth day of the Grace Period;
   • the Customer sends a Refund request;
   • we reply within 24 hours, requesting clarifications (in case of a vague Refund claim);
   • we do not receive a response from the Customer within 5 days, which makes it 15 days from the moment of the PURCHASE, so
   • case is permanently closed.
2. Please note that such situations are easy to prevent. On business days, you will get a notification from the Dispute Management Team within 24 hours to both your Account on the Website and your E-Mail.

3. Internal Investigation. The instances falling under the "Require Investigation" category.

1. If the Product has been accepted by you at least once (and several Revisions have been performed), the Customer is only eligible for a Partial Refund of up to 50%.
   
   If the Customer asks a Refund citing "Professor's comments/Professor disapproval, etc." as the cause, we would need to request feedback from the Customer's Professor with highlighted areas of what is incorrect in order to have a valid refund claim.
   
   How to do so: just request. As a student, the Customer has the right to ask their teacher or professor to explain what was done incorrectly or which requirements were not followed when developing the product (student code of rights and responsibilities: right to information on the scale used for evaluation of skills).
2. If the Product is delivered late, we will compensate the time delivery discrepancy, the amount of which will be established by the dispute management team's investigation (the calculation of the refunded amount is based on the price customer paid for a particular deadline).
   
   Please note:
   • such occurrences are uncommon and usually the result of poor/lack of communication between the Customer and the Writer/Support Team (e.g., unclear instructions from the Customer or inability to reach the Customer via messages or phone, etc.);
   • the Company reserves the right to consider the amount of time we waited for the Customer's response when conducting an investigation regarding the time of delivery.
   • If the Refund request (not linked to lateness) pertains to urgent tasks (3-, 8-, and 24-hour deadlines), our dispute management team will investigate the matter.
3. If the Refund request (not of the lateness category) is related to assignments of the urgent category (of a 3-, 8- and 24-hour deadline), our dispute management team is to investigate the case.
   
   Please note:
   • the rush factor and non-responsiveness on the Customer's end (no response to our messages/calls regarding the clearance of instructions) will be considered as such affecting the quality of the final version of the Product;
   • in cases of urgent Orders (within a 3-, 8-, or 24-hour deadline), we may calculate the exact amount of time, down to the minute, that we waited for the Customer's response.
4. The request for a refund falls within the heading of plagiarism.
   
   Please note:
   • that plagiarism involves presenting someone else's work or ideas as your own, with or without their permission, by incorporating it into your work without full acknowledgement;
   • if a reason for Refund request is "Plagiarism," the Customer must supply the Turnitin Report. Please note, however, that the references section/citations may be identified as plagiarism when they are not (the number of references used by the Writer should correspond to the number of references specified by the customer in the initial instructions);
   • the index of plagiarism is predetermined by the educational institution/discipline of the customer. The number/percentage of citations used in the text should be indicated in first instructions/discussed with the Writer or Support Team if a certain threshold is desired.
5. The Refund Claim is "Low Mark/Not the Mark I anticipated."
   
   Please keep in mind:
   • we cannot guarantee a Specific Grade;
   • w we guarantee a high-quality Product, although the Customer's professor may assess not only the Customer's knowledge, but also other factors beyond our control that can affect the final score of the Product;
   • however, in case of the negative feedback from a professor, the Customer is welcome to upload it to the files section in the Profile (under the number of an Order being placed).
6. Order cancellation after the writer has been assigned.
   
   Please note:
   if the Customer wishes to cancel the Order after the Writer has been assigned, the Company reserves the right to issue a partial refund proportional to the quantity of work accomplished. Our Dispute Management Team will determine the amount of the Partial Refund, taking into account the amount of work our Writer has previously accomplished on the Product, such as (but not limited to):
   
   
   • The initial deadline is 5 days and the price is $100 USD.
   • on the 3rd day the Customer decides to cancel the Order;
   
   However, a refund under section 3.7 of this Agreement cannot exceed fifty percent of the initial price of the Product (the Services).

4. Revisions. The Company reserves the right to perform at least one Revision prior to the expiration of the Customer-paid Initial Deadline.

1. We are always willing to deliver superior service to our customers and are interested in a long-term partnership. We assume that the deadline you select is the most convenient for you and allows you to meet your educational institution's standards. Therefore, if we provided the Product early (i.e., the Product was supplied in 5 days when the deadline is 7 days), we recommend that we Revise the Product and meet the 7-day deadline, taking into account your feedback regarding which requirements were not followed.
   
   Please note:
   • if a Revision Request includes new instructions, an additional price will always be incurred;
   • the amount of the additional fee is determined by our Support Team. The Company maintains the right to deny such a Refund Request if the Refund Claim includes remarks on unpaid-for instructions.
2. If the Customer wishes to amend the Deadline at any point during the Product's development, an extra price will be charged in every instance (please note that it is IMPOSSIBLE to change the deadline for urgent orders) (3-, 8- or 24-hour deadline).
   
   Please note:
   • when investigating such Cases, the factor of Deadline Change will be considered to be of the utmost importance;
   • shortening the Deadline affects the Writer's workflow, which, in turn, may lower the quality of the Product;
   • therefore, the amount of the Refund, if approved by the Dispute Management Team, may be less than in cases where the deadline was not changed.

5. Special EU, UK, USA and Middle East conditions

1. If you are a citizen or resident of the mentioned above regions, you may cancel your order within fourteen (14) days without explanation.
   
   
   • The cancellation period will begin following your payment;
   • the cancellation period will expire (a) fourteen (14) days after your payment for the Order;
   • or (b) when you authorise the Writer to begin fulfilling the Order. Once the Writer begins writing with your approval, you forfeit your right to cancel and receive a refund;
   • to exercise your right to cancel during the fourteen (14) day cancellation period, you must inform us at customer.care@srawh.com of your decision to cancel in a clear statement;
   • y you may use the Model Withdrawal Form found in Annex I(B) of the Directive on Consumer Rights. We will communicate to you an acknowledgement of receipt of such cancellation without delay via email;
   • t to meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired;
   • there are no cancellation fees, but there are no refunds except as provided in these terms. We will issue a proportional refund for the Order.
2. By placing the Order or paying for the Order, you expressly consent to and understand the loss of your right to cancel and receive a refund once the Writer begins executing the Order.

6. Writer refund policies are requested

1. If the writer requested by a customer is unavailable, we will refund the customer in full for the "Requested writer" service "paid functionality.
2. We do not offer a refund for the "Requested writer" paid-for service if the writer the customer requested was late in completing the job.
3. We do not grant a refund for the "Requested writer" if a customer is dissatisfied with the work without valid, objective reasons “feature.