Refund Policy &
Money-Back Guarantee
Your satisfaction is our priority. We stand behind every order with a transparent, fair, and comprehensive refund policy designed to protect your investment.
Our Money-Back Guarantee: Clear and Simple
We believe in earning your trust through transparency and accountability.
At Custom University Papers, we understand that ordering academic writing services requires trust. That’s why we’ve established a comprehensive money-back guarantee that protects your investment at every stage of the process.
Our refund policy is designed to be fair to both our clients and our writers. We process refund requests based on clear eligibility criteria, and we’re committed to resolving any issues quickly and professionally. Whether you need a full refund, partial refund, or revision, we’ll work with you to ensure a satisfactory outcome.
Bottom line: If we fail to deliver on our promises, you don’t pay. It’s that simple.
Fair Process
Every refund request is reviewed individually by our quality team
Fast Processing
Refunds processed within 5-7 business days after approval
Protected Investment
Your money is safe until you’re completely satisfied
When Do Refunds Apply?
Clear eligibility criteria for full and partial refunds
Full Refund Eligibility
No Writer Assignment
If we cannot find a qualified writer for your specific topic or requirements within a reasonable timeframe, you receive a full refund with no questions asked.
Early Cancellation
Cancel your order before a writer has been assigned and started work, and receive a 100% refund of your payment.
Verified Plagiarism
If the delivered paper contains plagiarism verified by a plagiarism detection report, you’re entitled to a full refund immediately.
Complete Order Failure
If the paper is completely off-topic or fails to address your instructions even after multiple revision attempts, a full refund will be issued.
Partial Refund Eligibility
Late Delivery
If we deliver your paper after the agreed deadline due to our error, you may receive a partial refund (typically 10-50% depending on delay severity).
Partial Requirement Failure
If some aspects of your instructions weren’t followed but the overall paper is usable, a partial refund proportional to the issues may be granted.
Quality Below Standards
If the paper quality doesn’t meet our promised standards but is still academically acceptable, a partial refund may be negotiated.
Revision Complications
If revisions take longer than expected or multiple rounds are needed due to writer error, compensation may be offered.
How the Refund Process Works
Simple, transparent steps from request to resolution
Submit Your Refund Request
Contact our support team through your customer dashboard, email (support@customuniversitypapers.com), or live chat. Provide your order number and a clear explanation of why you’re requesting a refund.
Pro Tip: Include specific examples of issues, screenshots if applicable, and reference your original instructions for faster processing.
Quality Team Review
Our quality assurance team will review your case within 24-48 hours. They’ll examine your order details, the delivered paper, your original instructions, and any communication history.
What we evaluate: Adherence to instructions, quality standards, timeliness, and communication between you and the writer.
Decision & Communication
You’ll receive a detailed response explaining our decision. If approved, we’ll specify whether it’s a full or partial refund and the reasoning. If denied, we’ll explain why and offer alternative solutions like free revisions.
Transparency guaranteed: We always provide clear explanations for our decisions and work to find a fair resolution.
Refund Processing
Once approved, your refund will be processed back to your original payment method. You’ll receive a confirmation email with transaction details and estimated arrival time.
Tracking: You can monitor your refund status through your customer dashboard at any time.
Refund Processing Timeframes
Know exactly when to expect your refund
Review Period
24-48
Hours for our team to review your refund request and make a decision
Processing Time
5-7
Business days for approved refunds to be processed and initiated
Bank Processing
3-10
Business days for your bank or payment provider to reflect the refund in your account
Important Timeline Notes
- Payment method matters: Credit cards typically process faster (3-5 days) than bank transfers (7-10 days).
- Weekends and holidays: Business days exclude weekends and public holidays, which may extend processing time.
- International transactions: Cross-border payments may take additional time due to currency conversion and international banking protocols.
- Urgent cases: If you need expedited processing due to financial hardship, contact our support team to discuss priority handling options.
Understanding Partial Refunds
Fair compensation based on the specific issues encountered
Partial refunds are designed to fairly compensate you when issues arise but the paper is still partially usable. The refund amount is calculated based on the severity of the issue, the portion of requirements not met, and the usability of the delivered work.
Typical Partial Refund Scenarios
Minor Delay (1-6 hours)
10-15%Small delays that don’t significantly impact your ability to use the paper
Moderate Delay (6-24 hours)
20-30%Delays that cause inconvenience but paper remains usable
Significant Delay (24+ hours)
40-50%Major delays that significantly impact your submission timeline
Formatting Issues
10-20%Citation style errors or formatting problems that require correction
Missing Requirements
15-40%One or more requirements not addressed, proportional to the omission
Quality Below Standard
20-50%Content quality doesn’t meet expected academic standards
How Partial Refunds Are Calculated
Our quality assurance team evaluates several factors when determining partial refund amounts:
- Severity of issues: How significantly the problems impact the paper’s usability
- Percentage affected: What portion of the paper has issues
- Rework required: How much additional work you’ll need to make it usable
- Time impact: Whether delays affected your submission schedule
- Writer effort: The amount of work completed versus requirements
Before Requesting a Partial Refund
Consider requesting free revisions first. Many issues can be resolved quickly through our unlimited revision policy, which is often faster than the refund process.
Learn about our revision policy →When Refunds Are Not Available
Transparency about scenarios where refunds cannot be issued
We believe in complete transparency. While we strive to accommodate all reasonable refund requests, certain situations fall outside our refund policy. Understanding these scenarios helps set clear expectations from the start.
Downloaded or Used Papers
Once you’ve downloaded and used the completed paper (submitted it to your institution or used it as your own work), refunds are no longer available. This protects both parties from potential misuse.
Changed Requirements
If you change your paper requirements after the writer has been assigned and begun work, refunds are not applicable. Additional charges may apply for new instructions.
Expired Revision Period
Refund requests made after the revision period has expired (typically 14-30 days depending on order complexity) cannot be accommodated. Submit issues promptly to maintain eligibility.
Customer-Caused Delays
If delays occur because you didn’t provide necessary materials, didn’t respond to writer questions, or failed to approve drafts in time, refunds for lateness don’t apply.
Unclear Instructions
If your original instructions were vague or incomplete and the writer delivered based on reasonable interpretation, refunds cannot be issued. Always provide detailed, clear requirements.
Grade-Based Refunds
We cannot issue refunds based on the grade you receive from your professor. Grading is subjective and involves factors outside our control. We guarantee quality work, not specific grades.
Revision Refusal
If issues could be resolved through revisions but you refuse to use the revision service, refunds cannot be granted. We must have the opportunity to correct any problems first.
Force Majeure
Issues caused by circumstances beyond our control (natural disasters, system failures, payment processor issues, etc.) may not qualify for full refunds, though we’ll work to find alternative solutions.
Alternative Solutions
Even in non-refundable scenarios, we’re committed to your satisfaction. We may offer:
- Store credit for future orders
- Extended revision period
- Complimentary editing services
- Discounts on future orders
How to Request Your Refund
Multiple convenient ways to reach our support team
Live Chat
Get instant assistance from our support team. Available 24/7 for immediate help with your refund request.
Start Live Chat →Email Support
Send a detailed refund request to our support email. Include your order number and explanation.
support@customuniversitypapers.comCustomer Dashboard
Log in to your account and submit a refund request through the order details page.
Access Dashboard →What to Include in Your Refund Request
To expedite your refund request, please provide the following information:
Order Number
Your unique order ID found in your confirmation email
Detailed Explanation
Clear description of the issues you encountered
Supporting Evidence
Screenshots, plagiarism reports, or other documentation
Original Instructions
Reference to your initial order requirements
Preferred Resolution
Whether you want a refund or would accept revisions
Contact Information
Best email or phone number to reach you
Average response time: 24-48 hours
Frequently Asked Questions
Common questions about our refund policy
Do you really offer a money-back guarantee?
Yes, absolutely. We offer a comprehensive money-back guarantee for eligible cases including inability to find a qualified writer, complete failure to meet order requirements despite revisions, verified plagiarism, or significant delays caused by our service. Our refund policy is transparent and fair, ensuring you’re protected when you order from us.
How long does the refund process take?
The complete refund timeline typically consists of three phases:
- Review period: 24-48 hours for our quality team to assess your request
- Processing time: 5-7 business days after approval to initiate the refund
- Bank processing: 3-10 business days for funds to appear in your account
Total time from request to funds received is typically 10-20 business days, depending on your payment method and banking institution.
Can I get a refund if I’m not satisfied with the quality?
If the paper doesn’t meet your original instructions, you’re entitled to free unlimited revisions first. We recommend using the revision service as it’s typically faster and produces better results. If revisions fail to resolve the issue and the paper is genuinely off-topic or inadequate despite multiple attempts, you may qualify for a partial or full refund based on our quality team’s assessment. However, we cannot issue refunds based solely on subjective dissatisfaction or the grade received from your professor.
What situations are not eligible for refunds?
Refunds are not available in the following situations:
- You’ve downloaded and used the completed paper
- You changed requirements after writer assignment
- You failed to provide necessary information or materials
- The revision period has expired
- Your original instructions were unclear or incomplete
- You’re requesting a refund based on the grade received
- You refuse to use the revision service for fixable issues
Even in non-refundable scenarios, we may offer alternative solutions like store credit, extended revisions, or discounts on future orders.
How do I request a refund?
Contact our support team through any of these convenient methods:
- Customer Dashboard: Log in and submit a request through your order details page
- Email: Send details to support@customuniversitypapers.com
- Live Chat: Available 24/7 on our website for instant assistance
Include your order number, detailed explanation of issues, supporting evidence (screenshots, plagiarism reports), and your preferred resolution. Our team will review your case within 24-48 hours and respond with a decision.
What’s the difference between a full refund and partial refund?
Full refunds (100%) are issued when we completely fail to deliver on our promise, such as being unable to find a writer, verified plagiarism, or complete failure to meet requirements despite revisions.
Partial refunds (10-50%) are calculated based on the severity of issues when the paper is partially usable. Examples include late delivery, missing some requirements, or quality concerns. The exact percentage depends on how significantly the issues impact the paper’s usability.
Our quality team evaluates each case individually to determine fair compensation.
Can I get a refund if my professor doesn’t accept the paper?
We cannot issue refunds based solely on your professor’s evaluation or the grade you receive, as these factors involve subjective academic judgment beyond our control. However, if the paper objectively failed to meet your original instructions and our quality standards, you may be eligible for a refund. We recommend using our papers as study guides and reference materials rather than submitting them directly. This approach helps you learn while maintaining academic integrity and avoids grade-related disappointments.
Will my refund go back to my original payment method?
Yes, all refunds are processed back to your original payment method. If you paid by credit card, the refund returns to that card. If you used PayPal, it returns to your PayPal account, and so on. In rare cases where the original payment method is no longer available (expired card, closed account), we’ll work with you to arrange an alternative refund method such as store credit or bank transfer. Processing times vary by payment provider, typically 3-10 business days after we initiate the refund.
What if I only have a small issue with my paper?
For small issues like minor formatting errors, citation corrections, or minor content adjustments, we strongly recommend using our free unlimited revision service instead of requesting a refund. Revisions are typically processed within 24-48 hours and often resolve issues faster than the refund process. Our writers are committed to getting your paper exactly right. Only consider refund requests for significant, unfixable issues where revisions cannot adequately address the problems. Most minor concerns can be quickly resolved through simple revisions.
Still have questions about our refund policy?
Contact our support team for personalized assistance →Trusted by Thousands of Students
Our refund policy is backed by years of proven service excellence
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