ExtraEssay billing and money-back policy

Effective Date: December 1, 2020

These ExtraEssay Money Back Policy (“Policy”) is an integral part of the ExtraEssay Terms of Services (“Terms”). All terms and definitions used in the Policy and not expressly interpreted herein have the same meaning in which they are used in the Terms. The Policy may be amended in the same manner as the Terms.

We are a Customer-Oriented Service, hence be rest assured that we are willing to fulfill all the Instructions of your Order. Thus, please note that a refund request is an extreme measure. We are willing to discuss with you the issues with the final version of the Product to identify why you wish to get a refund. This step is required to identify a reason why you request your money back: (a) you just want a refund; or (b) you reasonably believe that you acquired low-quality services. All rules for refund are set forth by this Policy. Please mind that any refund case, which are inconvenient both for you and us, may be easily avoided by means of providing specific and accurate instructions as possible when placing an Order. Usually, it’s only a lack of communication and misunderstanding that leads to a dispute case. We value you as our Customer and we take great pride in our Customer Service, hence be assured that the Dispute Process will be quick and painless. We are looking forward to our further cooperation and thank you for using our Service.

1. General terms

  1. Unless expressly provided otherwise in the Policy, any and all payments made to the Company are final and all charges are nonrefundable.
  2. Still, we will issue a 100% full refund:
    • if we receive a double payment from you (providing a bank statement showing the double-charge will definitely accelerate this process);
    • if you place Orders twice (or more) and paid for all of them;
    •  if the Writer is not assigned; if you ask to cancel an Order before the Writer has been assigned (you will receive a notification when a Writer is assigned).
  3. Other cases require an in-depth investigation by the dispute management team. The dispute manager will contact you within 24 hours on business days after you have placed your request, to solve the case. If we receive no response (clarifications or profs) about a case under investigation from the Customer within 5 calendar days, the case will be permanently closed and no refunds will be paid.
  4. Please note, any of your due refunds may be converted into a prepayment in favor of further Orders if you agree to such a transaction.
  5. Once the Dispute Management Team approves the Refund request, it is to be exercised within 10 business days. Following a date of initiation of the transaction, the monies shall be credited to the Customer’s account within 3-5 business days, depending on the regulations and service specifics of the Customer’s bank. We will issue the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

2. Grace period 

  1. We provide a 10-Day Grace Period (after the approval of the Product) when the Customer may check the Product and make sure that all the requirements have been followed. If Your order exceeds 20 pages, You can request a free revision within 14 days after approval. If we receive no response (complaints) from the Customer within 5 calendar days, the Product are deemed fully accepted by the Customer.Please note: such approach applies when 10 days of the Grace Period have already expired only, for example (including, but not limited to): the Customer is at the 9th day of the Grace Period; and then the Customer sends a Refund request; and then we reply within 24 hours, asking for clarifications (in case of a vague Refund claim); and then we do not receive any reply from the Customer within 5 days, which makes it 15 days from the moment of the Product delivery; so case is permanently closed. Please mind such cases are easy to avoid. You will receive a notification from the Dispute Management Team to both your Account on the Website and your E-Mail within 24 hours on business days. Please note: such approach applies when 10 days of the Grace Period have already expired only, for example (including, but not limited to):
    • the Customer is at the 9th day of the Grace Period; and then
    • the Customer sends a Refund request; and then
    • we reply within 24 hours, asking for clarifications (in case of a vague Refund claim); and then
    • we do not receive any reply from the Customer within 5 days, which makes it 15 days from the moment of the Product delivery; so
    • case is permanently closed.
  2. Please mind such cases are easy to avoid. You will receive a notification from the Dispute Management Team to both your Account on the Website and your E-Mail within 24 hours on business days.

3. Internal Investigation. The list of cases falling within “Need Investigation” category

  1. In case the Product has been accepted by you at least once (and in case when multiple Revisions carried out), the Customer is eligible for a Partial Refund of up to 50% only.

    If the Customer requests a Refund and the reason is “Professor’s comments/Professor disapproved the Product etc.”, we would need to request a feedback from the Customer’s Professor with highlighted sections of what is not correct to have a sustainable refund claim.

    How to do so: just request. as a student, the Customer is entitled to request an explanation from their teacher/professor on what exactly was not done correctly/which criteria have not been met when writing the product (student code of rights and responsibilities: right to information on the scale used for evaluation of skills).
  2. If the Product is late, we are to pay out the time delivery difference, the amount of which is determined by the result of investigation carried out by the dispute management team (the calculation of the refunded amount is based on the price customer paid for a particular deadline).

    Please note:
    • such cases are rare and they often occur as a result of poor/lack of communication between the Customer and the Writer/Support Team (i.e., Instructions provided by the Customer were not clear or it was impossible to reach the Customer neither via messages nor phone, etc.);
    • the Company reserves the right to take into consideration the amount of time we waited for the reply from the Customer when carrying out an investigation regarding the time delivery difference compensation;
    • in cases of urgent Orders (of a 3-, 8- or 24-hour deadline), we may calculate an exact amount of time, even down to minutes, that we waited for the Customer’s reply.
  3. If the Refund request (not of the lateness category) is related to assignments of the urgent category (of a 3-, 8- and 24-hour deadline), our dispute management team is to investigate the case.

    Please note:
    • the rush factor and non-responsiveness on the Customer’s end (no response to our messages/calls regarding the clearance of instructions) will be considered as such affecting the quality of the final version of the Product;
    • in cases of urgent Orders (of a 3-, 8- or 24-hour deadline), we may calculate an exact amount of time, even down to minutes, that we waited for the Customer’s reply.
  4. The Refund request falls under the category of plagiarism.

    Please note:
    • plagiarism is presenting someone else’s work or ideas as your own, with or without their consent, by incorporating it into your work without full acknowledgement;
    • if a reason for Refund request is “Plagiarism”, the Customer is expected to provide the Turnitin Report. However, please consider that the references section/citations may be identified as plagiarism when in fact they are not (the number of references used by the Writer should correspond to the number of references the customer specified in initial instructions);
    • the index of plagiarism is predetermined by the customer’s educational institution/discipline. In case a particular threshold is preferred, the number/percentage of citations used in the text should be specified in initial instructions / discussed either with the Writer or Support Team.
  5. The Refund Claim is “Low Grade/Not the Grade I expected.”

    Please keep in mind:
    • we cannot guarantee a Specific Grade;
    • we guarantee a high-quality Product, although the Customer’s professor may assess not only the sheer knowledge of the Customer, but other factors beyond our control that can weigh into the final score of the Product;
    • however, in case of the negative feedback being received from a professor, the Customer is welcome to upload it to the files section in the Profile (under the number of an Order being disputed) and message the Support Team regarding the fact of the upload on the Customer’s end.
  6. Cancellation of the Order after the Writer has been assigned.

    Please note:
    if the Customer wants to cancel the Order after the Writer has been assigned, the Company reserves the right to provide the Customer with a Partial Refund, based on the amount of completed work. The amount of Partial Refund will be calculated by our Dispute Management Team, taking into consideration the amount of work our Writer has already completed on the Product, for example (including, but not limited to):

    • the initial deadline is 5 days, the Price is 100 USD;
    • on the 3rd day the Customer decides to cancel the Order;
    • Dispute Management Team carries out an investigation and finds out that our Writer had completed 50% of the assignment;
    • according to the following rule, the Customer is eligible for a 50% Partial Refund (50 USD) with granted access to the Partially Written Product.

    Nevertheless, in no event a refund under section 3.7 hereof may exceed 50% of the initial price of the Product (the Services).

4. Revisions. The Company reserves the right to carry out at least 1 Revision before the expiration of the Initial Deadline the Customer paid for.

  1. We are always willing to provide the Customers with a top-notch service and are interested in a long-term cooperation. We suppose the deadline you pay for is the most convenient for you and allows you to meet the requirements of your educational institution. Therefore, in case we delivered the Product earlier (i.e., the Product was delivered in 5 days when the deadline is 7 days), we suggest that we Revise the Product and meet the deadline of 7 days, taking into consideration your comments on what instructions have not been followed.

    Please note:
    • in case a Revision Request comes with new instructions, an additional fee will be implied in 100% of cases;
    • the amount of additional fee is calculated by our Support Team. With that being said, in case the Refund Claim comes with comments on instructions that have not been paid for, the Company reserves the right to decline on such a Request.
  2. If the Customer decides to change the Deadline at any stage of the Product being in Progress, an additional fee will be implied in 100% of cases (please mind that it will be IMPOSSIBLE to change the deadline of Urgent Orders (3-, 8- or 24-hour deadline).

    Please note:
    • when investigating such Cases, the factor of Deadline Change will be taken into consideration as such of an utmost importance;
    • shortening the Deadline definitely affects the workflow of the Writer, which, in turn, may lower the quality of the Product;
    • therefore, the amount of the Refund, in case it is approved by the Dispute Management Team, may be lower than in cases with no change of the deadline.

5. Special EU and UK terms

  1. If you are a citizen or resident of European Union or United Kingdom, you have the right to cancel your Order within fourteen (14) days without giving any reason:

    • the cancellation period will start following your exercising of the payment;
    • the cancellation period will expire (a) after fourteen (14) days from your payment for the Order;
    • or (b) at the moment you approve that the Writer has to start the Order fulfillment. Once the Writer starts writing by your approval, you will lose your right for cancelation and refund;
    • to exercise the right during the fourteen (14) day cancellation period, you shall inform us at info@extraessay.com of your decision to cancel by a clear statement;
    • you may use the Model Withdrawal Form found in Annex I(B) of the Directive on Consumer Rights. We will communicate to you an acknowledgment of receipt of such cancellation by email without delay;
    • to meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired;
    • there are no separate cancellation fees but there are no refunds except as provided herein. We will refund you a pro-rata amount of the Order.
  2. By placing the Order or paying for the Order, you expressly consent and recognize yourself as acknowledged about loss of your right for cancelation and refund when the Writer starts fulfillment of the Order.

6. Requested writer refund policies

  1. If the writer requested by a customer is not available, we will refund 100% for the “Requested writer" paid-for feature.
  2. If the writer requested by a customer was late with the order, we do not provide a refund for the “Requested writer” paid-for service.
  3. If a customer is not satisfied with the work provided by the requested writer without valid, objective reasons, we do not provide a refund for the “Requested writer" feature.
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