FREQUENTLY ASKED QUESTIONS
GENERAL
What can I expect if I work with you? We like to keep things as transparent as possible, but every client has different needs and preferences. For efficiency, we generally use this process:
First contact: Send us an email or use the contact form to give us as much information about your requirements as possible. We will respond within 24 hours (and often sooner) to let you know if we can take on the project and if we need any additional information from you before we begin.
Payment: As soon as we agree on the service package, a mutually agreeable deadline, and the fee, we will send a PayPal invoice to your preferred email. You can pay with your PayPal account, via bank transfer, or with a credit or debit card. A PayPal account is not required. Any qualifying discount will be noted on the invoice (see Discounts and Offers).
Work commences: We will begin work on your document as soon as the invoice is paid in full. Feel free to ask questions via email or Skype as we work, but note that if you need additional services before the deadline, they must be paid for in advance. We strive to accommodate all last-minute requests, but regret that this is not always possible on tight deadlines.
Deadline: We will return your document on or before the deadline. If it’s a Word document, you’ll get two versions: one will have visible Tracked Changes and comments in the margins, and one will be a clean copy. If you’ve never used Tracked Changes before, feel free to ask us for help accepting or rejecting individual edits.
Wrap-up meeting/recheck: After you’ve had a chance to look over our work, we will be happy to answer questions about our changes. If requested, we will also provide a free, 20-minute recheck of any section/s.
What formats do you edit in? We prefer to use Microsoft Word. However, if necessary, we will also leave comments on PDFs or edit/suggest in GoogleDocs. We can also work with LaTex documents.
Will you ensure that my document is 100% error-free? While we would love to be able to make this guarantee, we are human beings and, as such, prone to the occasional oversight. We are, however, certified editors with Bachelor’s degrees in English. We have a nuanced understanding of the English language, the rules of various stylebooks, and how to successfully collaborate with writers. This means that any document you send us will be returned substantially improved… and at least 99% error-free.
I’m not sure what my text needs. Can you still help me? Absolutely! We know it’s not always easy for non-professionals to explain what’s wrong with their writing. After a brief look through the document, we will almost always be able to tell you this information. We try to use plain, non-technical language to help you express your requirements. Many clients enjoy this process, as it helps them look at their work more objectively and better anticipate reader responses.
Can I hire you for regular work? Yes. We offer services for a fixed fee or a retainer. The same editor will work with you on any long-term projects, as s/he will be most familiar with your requirements.
English is not my first language. Will you be able to fix my writing? We are always happy to help ESL clients, who comprise about a third of our business. Some of our editors are even TEFL-certified and specialize in improving documents written by non-native speakers.
I liked the editor who worked on my last document. Can I work with him/her again? We can almost always accommodate this request. Just let us know who you’d prefer when you contact us about the new project.
Do you edit different forms of English? Yes. We are proficient in U.S., UK/Irish, and Australian English, and can also “translate” between them if you’d like your writing to reach different audiences.
I have a document that doesn’t fall into one of the three listed categories. Can you still help me? Most likely. Please send us your requirements; we will try to accommodate them, even if they’re not listed explicitly on our site.
Do you edit writing with political/sexual/religious content? Yes. We treat all clients with respect, regardless of viewpoint or identity. We are, therefore, willing to edit most writing, with these exceptions:
Non-fiction writing that advocates violence in general or the use of guns specifically, or advances potentially dangerous conspiracy theories
Any writing that is anti-LGBTQIA+, anti-women, anti-immigrant, racist, and/or targets specific religions
What if I have questions while you’re working/need to order additional services? Contact us through the contact form, via email, or over Skype. We are always happy to answer questions, but respectfully request that you do not ask for status updates before the deadline. We are working hard to ensure that all your expectations are met or exceeded, and need time to deliver results. We guarantee that your document will be returned on or before the deadline, and will reach out if any issues arise before then.
DISPUTES AND REFUNDS
What is your dispute process? We are proud to say that in our combined decades of business, no disputes have arisen with clients. However, we understand the necessity of a neutral, third-party dispute system, which is why we encourage you to review PayPal’s policies regarding your rights before sending payment.
How can I request a refund? If you change your mind or purchase a service by mistake, send us an email as soon as possible to request a refund. We will refund the purchase in full as long as we have not yet begun to work on your order. We regret that we cannot provide full or partial refunds after work has begun. Rush and super rush orders are non-refundable.
What if I’m unhappy with the work? Luckily, none of our previous clients have been dissatisfied with our work. We gather considerable information about your requirements before we begin editing so that we’ll know exactly what you’re looking for. If we can’t fully meet your needs, we’ll tell you why upfront. We also offer a free, 20-minute recheck of any section/s of your text after the work has been submitted. To make the most of this service, please highlight any sections you’re still unsure about and, if possible, explain why.
PRIVACY
Will you keep my documents private? Our clients' privacy is extremely important to us. All versions of the documents you send us are password protected and never shared, in full or in part, without your express written consent. We are also happy to sign an NDA (non-disclosure agreement) and/or destroy all of our copies after the work is complete.
What if I want you to talk to someone about the document? If you’d like us to share or discuss the document with a specific person (e.g., an agent, professor, or manager), simply drop us an email with his/her details and note that you give us permission to do so.
DISCOUNTS AND OFFERS
What are the terms of your bulk discount? A bulk discount will be applied to the first qualifying purchase. These discounts last a lifetime: repeat clients will always save 5% after the first project.
What is the refer-a-friend discount? To thank you for introducing someone new to our services, you will both receive a one-time 10% discount after their first order.
STUDENT QUESTIONS
Is it plagiarism if you improve my paper? Every school has a different definition of plagiarism, so it’s your responsibility to find out if yours permits you to use professional editing services. Keep in mind that we will never write or rewrite any section of your paper, but it may change significantly if we address problems with grammar, spelling, syntax, and flow. All our services are mix and match, so if, for example, your school permits proofreading (checking for errors) but not copy or substantive editing (fixing syntax, flow, and structure), we can easily accommodate this.
Are you qualified to edit high-level academic work? We have all successfully completed undergraduate degrees in English and graduate degrees in either humanities or social science subjects. We have many years of professional experience working with scholars to edit academic books and articles for publication, and several editors are former instructors. In addition, as part of our certification courses, we undertook specific training in editing scholarly writing.
What citation styles can you work with? AMA, APA, BPS, Chicago, Harvard, and MLA
Will you incorporate my supervisor’s/professor’s/tutor’s comments? Usually, but not if it entails adding text.
Do you edit STEM papers? If you’re only looking for English language help, absolutely! We are adept at improving grammar and usage issues in STEM papers while leaving equations and other numerical elements untouched.
Will you help me format my tables and figures? We might. Keep in mind, however, that this is a time-consuming process that can push the fee up considerably. It is often more cost effective to create them yourself and ask us to note if there are any errors or inconsistencies.
BUSINESS QUESTIONS
Will you work with my existing content team? We are always happy to work as part of a team, and have considerable experience managing content alongside multiple professionals.
I want to create giveaways for my customers, but I’m not sure what they’ll appreciate. Can you help me brainstorm ideas? Yes. We have helped many business owners come up with content strategies that include giveaways customers will value. We can also help you hire the right writers to put the strategy into action.
AUTHOR QUESTIONS
I’m not done with my manuscript yet. Can you edit one chapter at a time? Yes. We will work however is most convenient for you.
How do I know you won’t change things I like about my writing? We treat editing, particularly with authors, as a collaboration. We’re not here to lay down the law; we just want to ensure that your text reads as smoothly as possible. If you’re not sure why we made a change, ask. If you’re sure you don’t like a change, reject it.