Refund Policy

This Refund Policy explains how Penguin eBook Publisher (“Company,” “we,” “us,” or “our”), a publishing service operated by Nexora Capital Tech, handles refunds, cancellations, and credits for fees paid for services you purchase from us. This policy works together with our Terms & Conditions and any written quote, invoice, or service agreement you enter into with us (collectively, your “Project Agreement”).

If your Project Agreement states different refund terms, those terms control for that project.

1. General principle

Fees generally compensate us for professional time, creative work, coordination with vendors (when applicable), and use of our processes. Because publishing services are customized and often involve work performed as milestones are completed, many payments are partially or fully non-refundable once work has begun or deliverables have been provided, except where required by law or expressly stated below.

2. Project Agreements and quotes

Before work begins, we typically provide a scope of services, schedule of fees, payment milestones, and any refund or revision rules in writing (email, proposal, invoice, or contract). You should review those documents carefully. Acceptance of a quote or payment toward an invoice constitutes acceptance of the fees and refund rules stated there.

3. Cancellation before work begins

If you cancel a project before we have started substantive work for that phase or milestone (as confirmed by us in writing), you may be eligible for a refund of amounts paid for that phase, minus any non-refundable administrative or onboarding fees disclosed at checkout or in your Project Agreement.

If third-party costs have already been incurred on your behalf (for example, rush fees paid to external vendors, ISBN purchases, or similar pass-through expenses), those amounts are typically non-refundable once incurred.

4. Work in progress and completed milestones

Once we have begun performing services for a paid milestone (for example, editing blocks delivered, design drafts supplied, or formatting completed), fees attributable to that milestone are generally earned and non-refundable, because they cover labor and deliverables already produced.

If you terminate the relationship mid-project, we may retain amounts earned through the date of termination and may invoice for any completed work not yet paid. Any unused prepaid balance may be considered for credit toward another eligible service at our discretion, unless your Project Agreement states otherwise.

5. Dissatisfaction and revisions

Dissatisfaction with creative direction does not automatically entitle you to a full refund if we have delivered services in material accordance with the agreed scope. Many Project Agreements include a specific number of revision rounds or a process for addressing feedback; please follow that process first.

If we materially fail to deliver a paid milestone as described in writing and do not cure the issue within a reasonable period after written notice, your remedies may include rework, partial credit, or partial refund only as stated in your Project Agreement or as we agree in writing.

6. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute with your bank or card issuer, we may suspend work and may provide documentation of services rendered and agreements accepted. Initiating a chargeback without first contacting us can delay resolution. We encourage you to email us using the contact information below before disputing a charge.

7. No refunds for certain digital or delivered items

To the extent permitted by law, fees for items that have already been delivered electronically or accepted by you (for example, final files delivered by download or email, or approved print-ready assets) may be non-refundable except where a Project Agreement provides otherwise.

8. How to request a refund or credit

To request a refund or credit, email info@penguinebookpublisher.com with:

• Your full name;
• The email address and phone number used for your account or inquiry;
• Invoice or agreement reference (if available);
• A brief description of your request and the amount or milestone involved.

We will typically acknowledge receipt within a few business days and may request additional information. Approved refunds, when issued to the original payment method, may take additional time depending on your bank or card issuer.

9. Changes to this policy

We may update this Refund Policy from time to time by posting a revised version on this page and updating the “Last updated” date. The version in effect at the time of your payment generally applies, unless we notify you otherwise in writing.

10. Contact

For questions about refunds or this policy:

Email: info@penguinebookpublisher.com
Phone: +1 (281) 638-8309

See also our Privacy Policy and Terms & Conditions.