Refund Policy

Penguin Global Publishers Effective date: 01 january 2026

This Refund Policy forms part of our Terms of Service and applies to every purchase made through www.penguinglobalpublishers.com. By completing a purchase, you confirm that you have read, understood, and agreed to this policy in full.

Please read the section that applies to your purchase. Different rules apply to digital products, physical books, and publishing services.

1. General Terms

1.1 Acceptance. Payment constitutes acceptance of this policy. Your acceptance is recorded at checkout with a timestamp and IP address and is retained as part of your order record.

1.2 Contact us first. Before initiating any payment dispute, chargeback, or claim with your bank or card issuer, you must contact us at support@penguinglobalpublishers.com. We respond to all enquiries within 24 business hours. Most issues are resolved at this stage.

1.3 Currency and processing. Where a refund is approved under this policy, it is issued to the original payment method only, in the original currency, within 29 business days. We are not responsible for processing times applied by your bank, or for any currency conversion loss, transfer fee, or bank charge deducted from the refunded amount.

1.4 No refund of transaction fees. Payment processing fees, shipping charges, customs duties, and taxes already paid are non-refundable in all cases.

2. Digital Products (Ebooks and Downloadable Files)

2.1 Nature of the product. Digital products are delivered instantly upon successful payment, by download link or account access. Once access has been granted or the file downloaded, the product has been fully delivered and cannot be returned, recovered, or restocked.

2.2 All sales final. All digital purchases are final. We do not offer refunds, exchanges, or credits for:

• Change of mind, buyer's remorse, or no longer wanting the product
• Deciding the content was not what you expected after reading it
• Not reading the product description, contents outline, or preview before purchasing
• Not opening, downloading, or reading the product after purchase
• Duplicate purchases made in error by the customer
• Finding the same or similar content elsewhere at a lower price
• Dissatisfaction with the writing style, opinions, length, or level of detail
• Any claim of a specific outcome, result, income, or benefit from applying the content
• Device, software, or compatibility issues on the customer's side where the file itself is intact

2.3 Limited exceptions. A refund will be considered only in the following cases, and only when reported to support@penguinglobalpublishers.com within 7 days of purchase:

2.4 Preview before you buy. A description, contents outline, and a free sample chapter are published on every product page. You are responsible for reviewing these before purchase. Questions should be sent to support@penguinglobalpublishers.com before completing payment.

2.5 Express consent to immediate delivery. By purchasing, you expressly request immediate delivery of digital content and acknowledge that you thereby waive any statutory cancellation or withdrawal right that would otherwise apply once delivery has begun, to the fullest extent permitted by law.

3. Physical Books (Printed Copies)

3.1 Final sale. Printed book orders are processed and dispatched on confirmation of payment. All physical orders are final sale. We do not accept returns, cancellations, or refunds for change of mind, including:

• No longer wanting the book after ordering
• Ordering the wrong title, edition, format, or quantity
• Finding the book cheaper elsewhere after purchase
• Dissatisfaction with the content, writing, or length
• Failure to collect the parcel, refusal of delivery, or return-to-sender caused by an incorrect or incomplete address supplied at checkout
• Delays caused by the carrier, customs, weather, or other events outside our reasonable control

3.2 Cancellation window. Cancellation or address-correction requests are honoured only if received at support@penguinglobalpublishers.com before dispatch. Once a tracking number has been issued, the order cannot be cancelled.

3.3 Damaged, defective, or incorrect items. If your book arrives physically damaged, defective, or is the wrong title, contact support@penguinglobalpublishers.com within 7 days of delivery with your order number and clear photographs of the item and the outer packaging. Verified cases are resolved by replacement. A refund is issued only where replacement is not possible.

3.4 Delivery and proof. All orders ship with tracked and confirmed delivery. Where the carrier records successful delivery to the address supplied at checkout, the order is considered fulfilled in full.

3.5 Lost in transit. Where tracking shows a parcel lost in transit, we will file a carrier claim and reship at no cost to you. Parcels recorded by the carrier as delivered are considered delivered.

3.6 Address accuracy. You are responsible for supplying a complete, accurate shipping address and a reachable contact number. Reshipment of a parcel returned due to an address error is chargeable at the full standard shipping cost.

4. Publishing Services

4.1 Staged delivery. Publishing services are performed in defined stages: Initiation, Manuscript Review, Formatting and Design, Publishing, and Distribution. Each stage is a separately performed and separately earned unit of work. Fees are allocated across stages as set out in your signed service agreement.

4.2 Fees are earned on stage commencement. Payment secures the allocation of production capacity, editorial time, and scheduling. Once a stage has commenced, the fee allocated to that stage is earned in full and non-refundable, whether or not later stages are reached.

4.3 Work in progress constitutes delivery. The service is performed continuously from the date of initiation. Deliverables produced at each stage — including drafts, formatted files, cover concepts, proofs, ISBN registration, and platform listings — constitute delivery of that stage, whether or not the final published product has been issued.

4.4 Revisions and escalation. Each stage includes two rounds of revision. Concerns about progress, timelines, or quality must be raised at support@penguinglobalpublishers.com, where they are handled under our documented escalation process. We will not treat a concern as unresolvable until that process has been used.

4.5 Closure of agreement. Where a payment dispute is initiated against any invoice, the agreement is closed as of the date of the dispute, at the stage then reached. Closure means:

• All production work stops immediately and permanently
• Stages already commenced are treated as completed and fully payable
• Unstarted stages are cancelled, with no further obligation on either party
• Rights in unreleased work product remain with us, and any listings, registrations, or accounts created on your behalf in respect of unpaid stages are withdrawn
• Deliverables from stages already paid in full are released to you
• No portion of amounts already paid is returned

Closure reflects the engagement concluding at the point reached. It is not a penalty and does not constitute termination for breach by either party.

4.6 Client-caused delay. Where a project is delayed by non-delivery of materials, non-response, or non-approval by the client for more than 30 days, the engagement may be closed under clause 4.5 at our discretion, with the same effect.

5. Payment Disputes and Chargebacks

5.1 Prior contact is required. Initiating a chargeback or payment dispute without first contacting us at support@penguinglobalpublishers.com is a breach of these terms.

5.2 We contest change-of-mind disputes. Where a dispute is filed on a delivered order or a commenced service stage without prior contact, we submit full representment evidence to the payment processor. This may include:

• Your order record and itemised invoice
• Your timestamped acceptance of this policy, with checkout IP address
• Your signed service agreement, where applicable
• Dispatch records and carrier proof of delivery
• Download, access, or delivery logs
• Stage deliverables and your written approvals
• All support correspondence, or evidence that none was received

5.3 The charge stands. A chargeback does not cancel your order, reverse the delivery of goods already supplied, or discharge work already performed. Where a dispute is resolved in our favour, the original charge stands in full.

5.4 Account closure. Any customer who files a payment dispute without first using the process in clause 1.2 is permanently barred from future purchases across all our brands. Any outstanding or in-progress orders are closed under clause 4.5.

6. Statutory Rights

Nothing in this policy is intended to exclude or limit any right you hold under applicable mandatory consumer protection law. Where such a right applies to your purchase and cannot lawfully be waived, that right prevails over the corresponding provision of this policy. All other provisions remain in full effect.

7. Changes to This Policy

We may update this policy from time to time. The version in force at the time of your purchase governs that purchase. The effective date is shown at the top of this page.

8. Contact

Email: support@penguinglobalpublishers.com Response time: 24 business hours Registered entity: Penguin Global Publishers Address: INSERT REGISTERED BUSINESS ADDRESS