Overview
We want you to be confident ordering from ELEVENTHBIT R&D COMPANY LLC. This policy explains when you can cancel an order and how refunds work. It forms part of our Terms & Conditions.
Table of contents
- 1Cancelling before work starts
- 2Editing and publication support
- 3Website and app development
- 4Late delivery
- 5What is not refundable
- 6How to request a refund
- 7Payment disputes
- 8Contact us
1. Cancelling before work starts
You can cancel any order before we begin work and receive a full refund of everything you have paid. Work is treated as started once an editor, illustrator or developer has been assigned and has begun on your files. We will tell you by email when this happens.
2. Editing and publication support
This covers manuscript editing, graphical abstracts, figure formatting, pre-submission checks, journal selection reports and submission package preparation.
- Cancelled after work has started, before delivery: we refund the share of the order that has not yet been completed. For per-word editing, this is based on the number of words not yet edited. For other services, it is based on the work remaining. We tell you the amount before processing it.
- Delivered work that does not match the order: if what we delivered does not match what was agreed (for example, sections were missed, the agreed style or journal guidelines were not followed, or there are clear errors we should have corrected), tell us within 14 days of delivery. We will correct it at no cost, usually within the original turnaround time.
- If a correction does not resolve the problem: we will offer a further revision or a partial or full refund, depending on how much of the order was affected.
- Re-editing is separate from the 14-day window: the 14 days above are for reporting a problem with a delivery. Where your editing service includes re-editing of a revised manuscript, you can send the revised version within 90 days of delivery, as described on our pricing page and your order confirmation. Additional revision rounds are provided the same way.
3. Website and app development
- Before work starts: your payment is refunded in full.
- During the project: if you cancel, we refund the share of the price for work not yet completed at the cancellation date. We tell you the amount, and how we worked it out, before processing it.
- After approval or launch: payments for work you have approved, or that is live and in use, are not refunded. Bugs and defects in what was agreed are fixed at no cost during the included support period.
- If we cannot deliver: if we are unable to deliver the agreed scope, you receive a refund for the parts we did not deliver.
4. Late delivery
If we miss the delivery date we confirmed in writing, and the delay is not caused by missing files, information or feedback from you, you may cancel the undelivered work and receive a full refund for it. You may also choose to wait, and we will deliver as soon as possible.
5. What is not refundable
- Work that was delivered as agreed and accepted, or was not reported as a problem within 14 days of delivery.
- A journal's or publisher's decision about your manuscript. We do not control editorial or peer-review decisions, and we do not promise acceptance.
- Changes to your requirements after delivery, such as choosing a different journal or style, or rewriting the document. We will gladly quote for that work separately.
- Third-party costs paid on your behalf, such as domain names, hosting, app-store fees and software licenses.
6. How to request a refund
- Email corporate@eleventhbit.com with your name, your order reference or invoice number, and a short explanation.
- We acknowledge your request within 1 business day and give you a decision within 5 business days.
- Approved refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may take a few extra days to show it.
Our prices are charged in US dollars, and refunds are issued in US dollars to the original payment method. If your card or account is in another currency, your bank or payment provider converts the amount at its own rate, so the figure you see may differ slightly from your original charge. We do not charge any fee to process a refund.
7. Payment disputes
If you are unhappy with an order, please contact us before opening a dispute or chargeback with your bank, card issuer or PayPal. Most problems can be solved quickly with a correction or refund, and contacting us first is usually the fastest way to get your money back.
8. Contact us
ELEVENTHBIT R&D COMPANY LLC
8401 Mayland Dr, Ste S, Richmond, VA 23294, United States (Google Maps)
Email: corporate@eleventhbit.com
Phone: +1 804-500-5948
WhatsApp chat: +1 571-322-6032
Our support hours are Monday to Friday, 9am–5pm US Eastern Time, excluding US federal holidays. We reply to enquiries within 1 business day.