Call Us : (917) 410-4001Who This Policy Applies To
This Refund Policy applies to services purchased from Prime Publishing Hub (a trading name of SYNOVA CANVAS TECH LLC, 1979 Marcus Ave, New Hyde Park, New York 11040, USA) through this website, a signed service agreement, or an invoice we issued directly to you.
By placing an order with us, you agree to this policy and to our Terms & Conditions. This policy forms part of those Terms.
Our Commitment
We stand behind the quality of our work. If you are not satisfied with a deliverable, please tell us promptly so we can investigate, revise, or — where appropriate under this policy — issue a refund. We take complaints seriously and aim to resolve them fairly.
7-Day Cancellation Window (Before Work Begins)
You may cancel any order within 7 calendar days of your first payment and before we have begun work, for a full refund of the amounts you paid, less any non-refundable third-party fees already incurred on your behalf (such as ISBNs, platform listing fees, or paid ad spend).
“Work has begun” means your project kickoff call has taken place, your dedicated project manager has been assigned, or a team member has started research, editing, design, or writing tasks for your project — whichever happens first.
Cancellation After Work Has Started
After work has started, cancellations are assessed on a pro-rata basis:
- Time already spent on research, editing, design iterations, project management, consultations, and third-party coordination is not refundable.
- Work that has been completed and delivered to you (even if not yet used or approved) is not refundable.
- Any portion of the service fee allocated to future milestones that we have not yet started may be refunded, less reasonable administrative costs of winding down the project.
- Where your agreement sets a specific refund schedule for cancellations at particular milestones, that schedule applies instead of this clause.
Refund for Material Failure to Deliver
If we materially fail to deliver a milestone we agreed to in writing and we do not cure the failure within a reasonable period after you give us written notice, you may request a proportional refund for the undelivered portion. You must give us a reasonable chance to fix the problem before requesting a refund on this basis.
Duplicate or Incorrect Charges
If you believe you have been charged twice for the same service, or charged an amount not on your signed invoice, contact us within 30 days of the charge. We will verify and, if correct, refund the disputed amount promptly.
Non-Refundable Items
The following are not refundable:
- Fully delivered and approved deliverables.
- Third-party costs paid on your behalf — ISBN purchases, platform listing fees, paid ad spend, print-run costs, distribution setup fees, and illustrator or narrator fees paid to specialists.
- Rush or expedited fees once the rush work has been started.
- Custom illustration, custom artwork, or book writing work that has been produced specifically for your project.
- Services terminated because you materially breached our Terms & Conditions (for example, submitting unlawful, infringing, or defamatory content).
- Administrative fees, consultation fees, or kickoff fees stated as non-refundable in your written quote.
No Refunds Based on Commercial Performance
A refund request cannot be based on the commercial performance of your book — including sales volume, royalties, book rankings, reviews, award recognition, media coverage, or social-media reach. Publishing outcomes depend on many factors outside our control, and we do not guarantee any specific commercial result unless it is expressly stated in a signed agreement.
How to Request a Refund
Send us a written request that includes:
- your full name and the email address used for the order;
- your invoice number or order reference;
- the specific service or milestone you are requesting a refund for;
- a short description of the reason;
- any supporting context we would need to assess the request fairly.
Submit the request by one of:
- Email: info@primepublishinghub.com
- Phone: (917) 410-4001
- Mail: Prime Publishing Hub, 1979 Marcus Ave, New Hyde Park, New York 11040, USA
Review Timeline & Payment Method
We aim to acknowledge refund requests within 5 business days of receipt and to complete our review within 15 business days of receipt of all information we reasonably request. Approved refunds are returned to the original payment method. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.
Refunds for wire-transfer or bank-draft payments are refunded by the same route, and the time to clear can be longer than card refunds.
Chargebacks
If you have a concern about a charge, please contact us first — we will work with you in good faith to resolve it. Filing a chargeback with your bank or card issuer before giving us an opportunity to resolve the issue may delay or forfeit your right to a refund under this policy, and may result in suspension of work on your project.
We reserve the right to provide the full project history (communications, deliverables, signed agreement, payment records) to the card network or bank handling your chargeback.
Abuse of This Policy
Repeated or fraudulent refund requests, or attempts to obtain services without paying, will be declined. We may also decline further service to customers who have abused this policy.
Statutory Rights
Nothing in this policy removes or limits any statutory rights you have as a consumer under the laws of the country where you reside, including any mandatory cancellation or cooling-off rights under EU / UK / California / or other applicable consumer-protection law.
Changes to This Policy
We may update this policy from time to time. The “Last updated” date above will change when we do. The policy in force at the date of your order governs that order.
Contact Us
Questions about this policy:
Email: info@primepublishinghub.com
Phone: (917) 410-4001
Mail: Prime Publishing Hub, 1979 Marcus Ave, New Hyde Park, New York 11040, USA