1. 14-day right of withdrawal (EU consumers)
Under the Consumer Rights Directive (2011/83/EU), you have the right to withdraw from a service contract within 14 days of order confirmation, without giving any reason, provided work has not yet commenced.
If you expressly request that work begin before the 14-day period expires (which we will ask you to confirm), you waive this right. You will not be entitled to a refund for work already completed up to the point of cancellation.
2. Before work commences
If you cancel before work has started and within the 14-day withdrawal window, you are entitled to a full refund of all amounts paid, processed within 14 days via your original payment method (Stripe or PayPal).
3. After work commences — refund situations
- Significant delay caused by us — if we miss the agreed deadline through our own fault, a partial refund of 10–30% is offered depending on the delay duration.
- We cannot complete the order — a full refund of all amounts paid will be issued within 14 days.
- Work fundamentally does not match the agreed brief — after all three included revision rounds have been used and the work remains materially non-compliant, a partial or full refund will be assessed.
4. What is not refundable
- Cancellations after the 14-day withdrawal period where work has begun.
- Dissatisfaction due to change of mind or requirements change after commencement.
- Academic outcomes (supervisor, journal or committee decisions).
- Orders where the three included revision rounds have not been used.
5. How to request a refund
- Email contact@nextstepwriters.eu with your order ID and the reason for your request.
- We will acknowledge within 2 business days and resolve within 7 business days.
- Approved refunds are returned via Stripe or PayPal within 14 calendar days.
6. Online Dispute Resolution
If we cannot resolve your complaint, EU consumers may use the European Commission's Online Dispute Resolution platform.
7. Consumer rights
Nothing in this Refund Policy limits your statutory rights under applicable EU or national consumer protection law.