Our Professional Standards
HMD Publishing has successfully published over 10,000 books across 47 countries with an 87% bestseller success rate. We maintain the highest professional standards and this refund policy reflects our commitment to quality while protecting our intellectual property and valuable time.
Refund Eligibility Criteria
Refunds may be considered only under the following specific circumstances:
Eligible for Refund:
- Non-delivery: We fail to deliver any services within 14 days past the agreed deadline
- Gross negligence: Fundamental errors that make the work completely unusable (spelling errors throughout, wrong book formatted, etc.)
- Cancellation within 24 hours: If you cancel within 24 hours of payment AND no work has commenced
NOT Eligible for Refund:
- Change of mind after work has begun
- Subjective dissatisfaction with creative choices
- Market performance or sales results
- Amazon rankings or third-party decisions
- Delays caused by client unresponsiveness
- After final files have been delivered and approved
- Any services where client has given written approval
Refund Schedule
Refunds, if approved, are calculated based on work completed:
| Cancellation Timing | Refund Amount | Conditions |
|---|
| Within 24 hours of payment | 90% | No work started |
| Before initial consultation | 75% | Administrative fee applies |
| After consultation but before first draft | 50% | Planning work completed |
| After first draft delivered | 0% | Work product delivered |
| After any revisions | 0% | Service rendered |
Administrative fee of £95 applies to all refunds to cover processing and setup costs.
Non-Refundable Services
The following are strictly non-refundable:
- All completed work that has been delivered
- Rush delivery fees
- Third-party costs (ISBNs, distribution fees, platform fees)
- Consultation time
- Custom design work once first draft is presented
- Any digital downloads or templates
- Marketing services once campaigns are launched
- Audiobook production once recording begins
Quality Assurance Process
Before any refund consideration:
- Client must utilize all included revisions as per their package
- Specific, actionable feedback must be provided in writing
- We reserve 7 business days to address concerns
- Client must cooperate with resolution attempts
Failure to follow this process voids refund eligibility.
Refund Request Procedure
- Written Request Required: Email info@hmdpublishing.com within 7 days of delivery
- Include Documentation:
- Order number
- Specific issues (not general dissatisfaction)
- Evidence of gross negligence (if applicable)
- Review Period: 7-14 business days for decision
- Final Decision: Management's decision is final and binding
Important Terms & Conditions
- Intellectual Property: All delivered work must be deleted/destroyed upon refund. We retain the right to verify deletion.
- One Request Only: Each project is eligible for only one refund request
- Time Limit: Refund requests must be made within 7 days of final delivery
- Payment Method: Refunds issued only to original payment method
- Partial Services: Clients cannot request refunds for individual components of a package
- Future Services: Clients who receive refunds are not eligible for future services
Exclusions
We are not responsible for:
- Publishing success or sales performance
- Third-party platform decisions (Amazon, BookBub, etc.)
- Changes in market conditions
- Client's business or personal circumstances
- Subjective creative preferences
- Results from marketing campaigns
- Book reviews or reader reception
Contact Information
Refund Requests:
Email: info@hmdpublishing.com
We do not discuss refunds via phone or social media
Business Hours:
Monday - Friday: 9:00 AM - 5:00 PM GMT
Requests received outside business hours will be processed the next business day
By purchasing our services, you acknowledge that you have read, understood, and agreed to this refund policy in its entirety.
Last Updated: December 2024