-Satisfaction Guarantee. We are passionate about providing high quality customer service, and we believe in honesty and communication: as a writing agency founded on quality standards, our mission is to uphold them. (See Our Values.) We know that it takes a few feedback rounds to get your necessary style down, so we will revise your content for no cost up to two times, within twenty (20) days of your order being placed. When your order is either manually approved by you or auto-approved in our system, free revisions will not be permitted.
We ask the clients we work with to expect delivery within our turnaround time chart (above), and to uphold communication standards on their end as well as sending all project details in a timely fashion. This helps us maintain expectations. If you feel unsatisfied with your content at any time, remember that we can’t improve if we don’t receive feedback; so, giving us detailed feedback is very important and will help our team grow.
-Copyright. You own the copyright in full upon completion of the work. We do not request publishing rights or resell your content to anyone.
-Original Content. Express Writers guarantees that all content purchased by our clients is 100% original. We use Copyscape premium search on every page to ensure 100% originality. (The only exceptions may include policy, legal or technical terminology and wording that would invalidate a statement if not used in an exact sequence. We will always communicate with you if it arises.)
-Reasonable Expectations Guarantee. Please be aware of our reasonable deadline expectations. Contact us for faster turnarounds; as a large team, we’re able to accommodate then as long as they’re not unreasonable. Work doesn’t start till payment in full is received. Your deadline will be prioritized and guaranteed, within our promised content turnaround times. (See our Process.)
-Revisions Policy. Included in the cost of every order is a free two-revision allowance, if requested within 20 days of the completed content being sent to you. We will revise your content at no cost for up to two revision requests if it falls specifically under 1) poor grammar and typos, or 2) misuse of topics and wrong information. No rewrites allowed for free. Revisions are up to two full rounds. Any revisions requested past 20 days of your order will not be valid.
If further revisions past the two are requested, client will pay a 15% order fee. Fee can be sent via PayPal to info at expresswriters.com.
Any request for a credit will not be allowed without a chance for revision. Many times, a revision is all that is needed to make the work satisfactory.
-Order Forms Expiration Policy. After clients checkout, an order form appears that clients are required to fill out to start their project. If order forms are not filled out within three (3) months, the order is automatically canceled. Forms filled out after (3) three months will not be valid.
-Order Changes Policy. Once an order is started, our entire management staff moves quickly to start your order and maintain an efficient, timely process. Clients are not allowed to ask for a redirection of the content, a new topic, or put the content order on hold, if the order has already been assigned and/or written, and/or it’s after 24 hours.
-Refund Policy. We do not offer refunds. Time, care, and management by staff is already put into place moments after your order is placed. Instead of refunds, we a) offer to fully revise till it meets your expectations and brief, within two rounds of revisions, which are usually sufficient for any client to achieve content success and b) offer store credit for content product exchanges for orders that haven’t been started. Credits expire within 14 (fourteen) days of being applied to a client account. Most of the time, a revision (or two) is all that is needed to get the content right. Once your order is placed and paid for, refunds are not given. Manager discretion will apply to specific inquiries if the client is dissatisfied and the dissatisfaction lies within our revision rules.
All requests for credit exchanges on content orders not yet started must be received with 24 hours of order date, and expire within 14 days after granted. Since customer service and satisfaction remains important to us, we will review each refund request individually on a case-by-case basis. Deposits are not eligible for refunds.
-Quality. Express Writers employs editors that proofread every page of content, included in your order at no extra costs, for accuracy, grammar and spelling before it is sent to you. If you find grammar and quality issues in your content, we will revise at no cost within a 20-day window from the order being placed.
-Writer Confidentiality. We maintain experts in our team that have taken us sometimes months to find, after we test hundreds of applicants in a given time frame. Clients are not permitted at any time to obtain direct writer private information, not excluded to but including personal email exchanges, full name, etc. This is excluded with direct client-to-writer interviews, with the policy that clients may not directly contact writers without Express Writers’ permission.
-Copyright. The copyright of our content legally belongs to the author, Express Writers, until the client pays for the work. Upon payment receipt, the copyright is legally relinquished to the Client. If payment is ever withdrawn by the Client for work they have already received and approved (either manually or auto), they no longer own the copyright to that content and it will be considered under a stolen copyright.
-Client Approval. Client is responsible for valid approval of work ordered (i.e., copy, design, photography, typesetting, and other services) required for the completion of the Work. Approval of work must take place within 20 days of sending the work. Any revisions requested outside of 20 days are not valid and under no obligation for us to meet. Client approval of content within 20 days of receiving it can be in the form of a written email, phone conversation, or chat message. Upon acceptance of the Work, client accepts responsibility for any further processes in which this work is used (i.e., film output, printing, etc.) Writer is not responsible for errors occurring in this work or projects related to this work after acceptance of the Work.
-Cancellation. Upon written or verbal cancellation of any project, Client is responsible for payment for all expenses incurred and any work done toward the completion of the project based on the percentage of project completed. Should Client cancel the project following its completion, Client is responsible for full payment as per the above estimate plus all other expenses incurred.
-Academic student-use content. We retain the right to refuse any request for writing original student essays. We maintain that this is unethical and plagiarism. Our editors are always available to help proofread a student’s work, but our writers will never participate in original student-use academic writing. Our academic writing services that we currently offer are faculty-use writing only: course and quiz creation and writing, example material writing, etc.
-Direct Writer Consultation. Our writers are under contract to not disclose client confidentiality; and we ask that our clients respect ours. Consulting directly with our writers, which includes discussing outside of paid interviews, locating them personally and getting in touch, sending them any offer outside of Express Writers, mailing them any checks or sending any payments, either as bonuses or as work pay, is not allowed and will not be tolerated by Express Writers. In the case we find this happening, we will immediately terminate any relationship with the client and the writer will be unavailable.