Refund and Cancellation Policy

🕒 5 min read

Effective Date: April 14, 2026

Last Updated: April 14, 2026

What is our refund policy overview?

Our refund policy is milestone-based, meaning your eligible refund percentage corresponds directly to how far your project has progressed at the time of cancellation. In the earliest pre-production stages, you may qualify for a full refund. As work advances through editorial assessment, design, and distribution setup, the refund percentage decreases proportionally to reflect the effort and resources already invested in.

Columbia Publication LLC provides professional publishing services including manuscript editing, cover design, interior formatting, ISBN registration, and distribution platform setup. Our refund policy is structured around project milestones to ensure fair treatment for both our clients and our business operations.

This policy applies to all services purchased from Columbia Publication LLC. By purchasing our services, you agree to the refund terms outlined below.

How does milestone-based refund structure work?

A milestone-based refund structure ties your eligible refund percentage directly to the production stage your project has reached at the time of cancellation. In the earliest stages, before any work begins, you may qualify for a full refund. As your project advances through editorial assessment, editing, design approvals, and distribution setup, the refund percentage decreases progressively, reflecting the work completed.

Stage 1: Pre-Production Phase

Full Refund (100%)

• Cancellation within 72 hours of payment confirmation
• No work has been initiated on your project
• Request must be submitted via email to support@columbiapublication.com

Partial Refund (75%)

• Cancellation after 72 hours but before any work has begun
• No project brief has been completed
• No editorial assessment has been conducted
• Processing fee of 25% covers administrative costs and project setup

Partial Refund (50%)

• Project brief has been completed and approved by client
• Editorial assessment has been conducted and delivered
• Work schedule has been established but editing has not yet begun
• Processing fee of 50% covers completed deliverables and project preparation

Stage 2: During Production Phase

Limited Refund (30%)

• Manuscript editing is currently in progress
• Less than 50% of editing work has been completed
• No cover design concepts have been presented
• Refund amount reflects work completed and resources allocated

No Refund Available

• Cover design concepts have been presented and approved by client
• Manuscript editing has been completed and delivered to client
• Interior formatting has been completed and approved
• ISBN registration has been initiated or completed
• Client has approved any deliverable at this stage

Stage 3: Post-Production Phase

No Refunds Available

• Distribution platform submissions have been initiated
• Amazon KDP account setup has been completed
• IngramSpark distribution has been submitted
• Final book files have been delivered to client
• Global distribution process has commenced

What costs and circumstances are non-refundable?

Non-refundable costs include ISBN registration, distribution platform setup fees, and rush service charges, as these involve direct third-party expenses that cannot be reversed once processed. Circumstances that also void refund eligibility include client-approved deliverables, project delays caused by client non-response beyond 30 days, significant scope changes after production begins, and change-of-mind cancellations.

Third-Party Costs

• ISBN Registration: Once an ISBN has been purchased and registered, this cost cannot be refunded as it is a direct expense to third-party providers
• Platform Setup Fees: Costs associated with Amazon KDP, IngramSpark, or other distribution platform submissions are non-recoverable once submitted
• Expedited Processing: Rush service fees are non-refundable once expedited work has begun

Client-Related Circumstances

• Approved Deliverables: Any work product that has been reviewed and approved by the client cannot be refunded
• Client Non-Response: Projects delayed due to client non-response for more than 30 consecutive days forfeit refund eligibility
• Scope Changes: Requests for significant changes to project scope after work has begun may affect refund eligibility
• Change of Mind: Cancellations due to change of mind after production has started are subject to the milestone-based structure above

What are our service completion standards?

Our service completion standards require written client approval at every stage, from manuscript editing through distribution setup. Each deliverable follows a defined approval step, and services are considered fully delivered once all contracted components have been provided, platform submissions are confirmed, final files and credentials are transferred, and any included follow-up support period has begun.

Deliverable Approval Process

Each service component has a defined approval step:

• Edited Manuscript: Delivered via email with tracked changes and editorial notes
• Cover Design: High-resolution files provided upon client approval
• Interior Formatting: Print-ready and digital files delivered upon approval
• ISBN Registration: Confirmation number and registration details provided
• Distribution Setup: Platform confirmation and account access information delivered

Written approval (via email response) from the client at each stage constitutes acceptance of that deliverable and completion of that service component.

Final Delivery Confirmation

Services are considered fully delivered when:

• All contracted deliverables have been provided to the client
• Distribution platforms have confirmed successful submission
• Client has received all final files and access credentials
• Follow-up support period (if included) has commenced

How does refund processing work?

Refund processing begins once you submit a cancellation request via email with your project reference number and milestone details. After submission, our team reviews eligibility within 5 to 7 business days. Approved refunds are then processed within 7 to 14 business days, followed by an additional 3 to 5 business days for funds to reach your account through the original.

Request Procedure

To request a refund:

• Send a detailed email to support@columbiapublication.com
• Include your project reference number and reason for cancellation
• Specify which milestone stage your project has reached
• Allow 5-7 business days for refund eligibility review

Processing Timeline

• Refund Approval: 5-7 business days for review and approval
• Payment Processing: 7-14 business days to process approved refunds
• Bank Processing: Additional 3-5 business days for funds to appear in your account

Refund Method

Approved refunds will be processed using the original payment method. If the original payment method is no longer available, alternative arrangements will be made on a case-by-case basis.

How is dispute resolution handled?

Disputes are resolved through direct communication with Columbia Publication LLC before any external action is taken. Clients must email support@columbiapublication.com with a clear explanation of the concern and allow 14 business days for investigation. Good faith dialogue is required, and initiating a chargeback without prior contact is considered a breach of service terms.

Communication First Policy

Before initiating any chargeback or dispute with your payment provider, clients agree to:

• Contact Columbia Publication LLC directly at support@columbiapublication.com
• Provide a clear explanation of the concern or dispute
• Allow 14 business days for us to investigate and respond
• Engage in good faith efforts to resolve the matter directly

Chargeback Prevention

Initiating a chargeback without first attempting direct resolution constitutes a breach of these terms. We maintain detailed records of all communications and deliverables to respond to any payment disputes.

What is our contact information?

For refund requests, questions, or disputes, contact us:

• Email: support@columbiapublication.com
• Phone: +1 (703) 997-9787
• Address: Columbia Publication LLC, 1550 Wilson Blvd, Arlington, VA 22209, USA

When do policy updates occur?

This refund policy may be updated periodically. Changes will be posted on our website with an updated effective date. Continued use of our services after policy changes constitutes acceptance of the updated terms.

This policy is governed by the laws of Virginia, USA, and any disputes will be resolved in the courts of Arlington County, Virginia.