Refund Policy

Last updated: January 1, 2025 • Effective: January 1, 2025

1. Our Position on Refunds

Copywriting Keeper is a professional services business. The work we produce is custom-written for each client based on their specific brief, industry, audience, and goals. Because of this, our refund policy is designed to balance fair client protection with the reality that professional time invested in discovery, research, and writing cannot be fully recouped once expended.

We take quality seriously. If delivered copy does not match the agreed project brief, we fix it -- that is our primary commitment. Refunds are available in specific, defined situations as described below. We strongly encourage clients who have concerns about a delivery to contact us directly at hello@copywritingkeeper.com before initiating any payment dispute.

2. Definitions

For the purpose of this policy, the following definitions apply:

• "Payment date" means the date and time your payment was successfully processed by Stripe and confirmed via email.
• "Brief date" means the date we receive your completed, approved project brief in writing.
• "Work commencement" means the date writing work on your project begins, following brief confirmation.
• "First draft delivery" means the date we send the first written draft of the deliverable to your email address.
• "Brief template" means the structured questionnaire we send you within one business day of confirmed payment.

3. Refund Eligibility

3.1 Full Refund -- Pre-Work Cancellation

You are eligible for a full refund of the total amount paid (less any non-refundable Stripe processing fees, where applicable) in the following situations:

• You cancel in writing within 48 hours of payment and no discovery session has been conducted and no writing work has begun.
• We are unable to schedule a discovery session and begin work within 10 business days of receiving your completed brief, through no fault of the Client, and you request cancellation in writing.
• We determine, during the discovery process, that your project involves content that falls under the Acceptable Use restrictions in our Terms of Service, and we cancel the project at our discretion.
• A force majeure event prevents us from delivering the project within 30 days of the agreed delivery date, and you request cancellation.

3.2 Partial Refund -- Post-Discovery Cancellation

If you cancel a project after a discovery session has been conducted but before a first draft has been delivered, a partial refund may be available. The partial refund represents the unbilled portion of the project, calculated as follows:

• Discovery session conducted, brief confirmed, writing not yet started: up to 75% refund at our discretion
• Writing started but first draft not yet delivered: up to 40% refund at our discretion, based on the estimated percentage of work completed

Partial refund amounts are evaluated on a case-by-case basis. To request a partial refund, email hello@copywritingkeeper.com with your order reference number, the reason for cancellation, and your preferred contact method. We will respond with a proposed resolution within 3 business days.

3.3 No Refund -- Post-Draft Situations

Refunds are not available in the following situations:

• A first draft has been delivered and the Client has initiated, begun, or completed a revision round.
• A first draft has been delivered and more than 10 business days have passed without a cancellation request, regardless of whether the Client has reviewed the draft.
• The project has been delivered in full and marked as complete.
• Cancellation is requested based on a subjective preference for a different writing style or tone that was not specified in the original confirmed brief.
• The Client decides not to use the delivered copy for business reasons unrelated to the quality or accuracy of the work.
• The Client's business circumstances change after payment such that the project is no longer needed.

We want to be direct: once a first draft has been delivered, the appropriate response to any dissatisfaction is a revision request, not a refund request. That is what revision rounds are for. If the delivered copy does not match the confirmed brief in material ways, we will address that as a priority revision -- not a billing dispute.

4. Revisions vs. Refunds

The most common reason clients consider requesting a refund is that the delivered copy does not feel right. In the majority of cases, this is a revision situation, not a refund situation. Here is how to tell the difference:

4.1 Revision Situations (covered by included revision rounds)

• The tone does not feel right -- too formal, too casual, too aggressive, too soft
• Specific sections or headlines need to be rewritten with different emphasis
• Information is inaccurate because the brief was incomplete and you have now provided corrected details
• New information has emerged since the brief was submitted and the copy needs to reflect it
• The structure or flow of the copy needs adjustment
• You want to test different angles or hooks

4.2 Potential Refund Situations (reviewed case by case)

• The deliverable is structurally different from what was specified in the confirmed brief (e.g., a 5-page sales page delivered as a 1-page email)
• The deliverable covers a fundamentally different topic than specified
• Multiple revision rounds have been completed and the copy still does not conform to the confirmed brief in a material and demonstrable way

If you believe you are in a refund situation rather than a revision situation, email hello@copywritingkeeper.com with a clear description of the specific deviation from the confirmed brief. We will investigate and respond within 3 business days.

5. Add-Ons and Hourly Support

Purchased add-ons (Rush Delivery, Style Guide, A/B Variants, Deep Research, Translation-Ready) are refundable only if the underlying project qualifies for a full refund. Individual add-ons are not separately refundable once the associated work has begun.

Hourly consultation time is non-refundable once the session has been conducted. Unused pre-purchased consultation hours may be refunded on request within 90 days of purchase.

6. How to Request a Refund

To request a refund, follow these steps:

1. Email hello@copywritingkeeper.com with subject line "Refund Request -- [Your Order Reference]"
2. Include your full name, the email address used at checkout, and your Stripe order or payment reference number (found in your payment confirmation email)
3. Describe your reason for requesting a refund with as much detail as possible
4. Include the date of payment and the date of any deliverables received

We will acknowledge your request within 1 business day and provide a substantive response within 3 business days. Complex cases may take up to 5 business days to evaluate.

7. Refund Processing

Approved refunds are returned via the original payment method used at checkout. Since all payments are processed through Stripe:

• Credit and debit card refunds typically appear on your statement within 5 to 10 business days, depending on your card issuer and bank.
• Stripe's processing timeline is outside our control. Once we initiate the refund, Stripe handles the bank-to-bank transfer.
• We will email you a refund confirmation when we initiate the refund on our end, including the Stripe refund reference.

We do not issue refunds via check, wire transfer, Venmo, PayPal, cryptocurrency, or any method other than the original Stripe payment method.

8. Chargebacks and Disputes

We ask that you contact us directly before initiating a chargeback or payment dispute with your bank or card issuer. We can almost always resolve a legitimate concern faster through direct communication than through the formal dispute process, which can take 30 to 90 days and results in automatic account holds that delay any refund.

If a chargeback is filed without prior written communication to us, we reserve the right to dispute the chargeback with supporting documentation (including delivery records, brief confirmations, and revision correspondence) and to decline future service to that client.

Fraudulent chargebacks filed on services that were delivered as specified may be referred to the relevant authorities.

9. Stripe Fees

Stripe charges payment processing fees that are non-refundable by Stripe when a refund is issued. For full refunds, we absorb these fees and return the full amount you paid. For partial refunds, the refunded amount is calculated from the original payment total and the processing fee is factored into the partial calculation.

10. Contact for Refund Matters

• Email (preferred): hello@copywritingkeeper.com -- Subject: "Refund Request"
• Phone: (708) 897-4613 (Monday to Friday, 9am to 5pm Central)
• Mail: Copywriting Keeper, 12745 S May Street, Calumet Park, IL 60827, USA

We respond to all refund requests within 3 business days. We do not accept refund requests via social media, chat widget, or third-party review platforms -- all requests must be submitted via email or phone for proper tracking and resolution.