1. Overview

At ArrowUpz.com, we are committed to delivering high-quality book formatting services and ensuring client satisfaction. This Refund Policy outlines the circumstances under which refunds may be requested and processed for our professional book formatting services.

Business Information:

• Business Name: ArrowUpz.com
• Location: Bahawalpur, Punjab, Pakistan
• Services: Professional book formatting and design services

2. Our Satisfaction Commitment

We strive to exceed your expectations with every project. Before requesting a refund, we encourage you to communicate any concerns so we can work together to resolve issues and deliver the results you need.

3. Refund Eligibility Criteria

Full Refund Scenarios (100% Refund)

Before Work Begins:

• We have not yet started working on your project after payment
• Our inability to complete the project due to technical limitations or unforeseen circumstances
• Project mishaps or issues that prevent us from delivering services
• Mutual agreement to cancel the project before work commences

Service Delivery Issues:

• Complete failure to deliver agreed-upon services due to our error or circumstances beyond client control
• Technical issues on our end that prevent project completion

Partial Refund Scenarios (Limited Circumstances)

Relationship Breakdown:

• If the working relationship between client and ArrowUpz.com becomes unworkable or problematic
• Partial refunds may be issued at our discretion based on circumstances
• Important: No files or work product will be shared when partial refunds are issued
• Client forfeits rights to any completed work in exchange for partial refund

Payment Structure Note:

• Projects follow this process: Initial Quote → Payment (initial or full) → Work Completion → Final Delivery
• For projects with partial payment plans: Final files delivered only upon full payment completion
• Refunds calculated based on payment received and work status

No Refund Scenarios

No Refunds Scenarios:

• Projects that have been completed and delivered according to specifications
• Work has been started and is progressing as agreed
• Final files have been provided via Google Drive download links (for full payment projects)
• Client-initiated cancellation after work has begun (except in relationship breakdown scenarios)

Client-Caused Issues:

• Client provides inadequate, incorrect, or incomplete materials
• Client fails to respond to communication for more than 10 days
• Client requests changes that go beyond the original project scope
• Client dissatisfaction with stylistic choices that were approved during the project

Change of Mind:

• Client decides they no longer need the service after work is completed
• Client preference changes after approving initial design direction
• Market or business changes unrelated to our service quality

4. Refund Process and Timeline

How to Request a Refund

1. Contact us in writing via email at info@arrowupz.com
2. Include your project details (name, project reference, payment date)
3. Explain the reason for your refund request
4. Provide supporting documentation if applicable

Review Process

• All refund requests are reviewed within 5 business days
• We may request additional information or clarification
• Complex cases may require up to 10 business days for review
• You will receive written confirmation of our decision

Refund Processing Time

Payoneer Payments:

• Approved refunds processed within 5-7 business days
• Refunds issued to the original payment method used
• Processing time may vary based on your bank or card provider

Alternative Payment Methods (RIA, XOOM, Direct Transfer):

• Refunds processed within 7-10 business days
• May require additional verification for security purposes
• International transfer fees, if any, will be deducted from refund amount

5. Work Product and Intellectual Property

Upon Refund Approval

Full Refunds (No Work Started):

• No work products to return as no work was completed
• All project materials remain confidential
• Clean slate for both parties

Partial Refunds (Relationship Issues):

• Client receives no files or work products regardless of work completed
• All completed work remains our intellectual property
• Client forfeits all rights to any work done on the project
• All project materials returned to confidential status

Partial Refunds

• Important: Partial refunds are issued only in cases of relationship breakdown
• Client receives no work products or files when accepting partial refund
• No portion of completed work may be used by client
• This is an all-or-nothing policy – accept partial refund OR continue project, not both

6. Work Samples and Preview Policy

Sample Requests

• Work samples are not provided by default
• Clients may request samples during the project process
• Sample provision is at our discretion based on project requirements
• Samples, when provided, do not affect refund eligibility

File Delivery Structure

• Full Payment Projects: Final files delivered upon project completion
• Partial Payment Projects: Final files delivered only after full payment is received
• Refund Impact: Partial refunds in relationship breakdown scenarios include no file delivery

7. Rush Order and Expedited Services

Expedited Service Fees

• Rush order fees are completely non-refundable once the expedited service begins
• Rush fees apply regardless of refund status of base project cost
• Expedited timeline commitments are firm and require immediate client cooperation
• Standard refund policy applies only to base project cost, not rush fees

Additional Services

• Add-on services (extra revisions, format variations, etc.) are refunded separately
• Each service component evaluated independently for refund eligibility

7. Quality Assurance and Revision Policy

Included Revisions

• Standard revisions within project scope are included and do not affect refund eligibility
• Minor adjustments and corrections are part of our service commitment
• Revision process must be completed before refund eligibility expires

Quality Standards

• We guarantee professional-quality work that meets industry standards
• Technical formatting errors will be corrected at no charge
• Subjective design preferences are not grounds for refunds after approval

8. Communication and Resolution

Problem Resolution Process

1. Direct Communication – Contact us immediately with concerns
2. Revision Opportunity – We will attempt to resolve issues through revisions
3. Mediation – Good faith effort to reach mutually acceptable solution
4. Refund Consideration – Formal refund process if resolution not possible

Documentation Requirements

• Clear explanation of issues or dissatisfaction
• Specific examples of how deliverables don’t meet agreed specifications
• Evidence of communication attempts and responses

9. Special Circumstances

Force Majeure Events

• Natural disasters, internet outages, or other unforeseeable events
• Timeline extensions granted without penalty
• Refunds considered if service cannot be completed within reasonable extended timeframe

Health or Emergency Situations

• Client or business emergencies will be handled with flexibility
• Case-by-case evaluation of refund requests due to genuine hardship
• Documentation may be required for emergency-based refund requests

10. Limitations and Exclusions

Third-Party Services

• We are not responsible for refunding third-party costs (publishing platform fees, ISBN purchases, etc.)
• Client responsible for any external costs incurred during project

Consequential Damages

• Refunds limited to amount paid for services
• We are not liable for any indirect damages, lost profits, or business losses
• Publishing delays or missed deadlines beyond our control are not grounds for additional compensation

11. International Client Considerations

Currency and Exchange Rates

• Refunds processed in USD as originally charged
• Exchange rate fluctuations are not grounds for additional refunds
• Bank fees for international transfers may be deducted from refund amount

Regional Laws

• This policy complies with applicable consumer protection laws
• International clients subject to Pakistani business law for dispute resolution
• Local consumer rights may provide additional protections

12. Policy Updates and Changes

Modifications

• This policy may be updated to reflect business changes or legal requirements
• Existing projects governed by the policy in effect at the time of agreement
• Significant changes will be communicated to active clients

Notification

• Policy updates posted on website with new effective dates
• Email notification for material changes when possible

13. Contact Information and Dispute Resolution

Refund Inquiries

Email: info@arrowupz.com
Subject Line: Refund Request – [Your Project Name]
Business: ArrowUpz.com
Location: Bahawalpur, Punjab, Pakistan

Escalation Process

• Initial review by project management team
• Senior management review for disputed decisions
• External mediation available for unresolved disputes

14. Final Notes

Our Commitment

We believe in the quality of our work and stand behind our services. This refund policy is designed to be fair to both our clients and our business while encouraging open communication and problem-solving.

Record Keeping

• All refund requests and decisions are documented
• Client communication history maintained for reference
• Financial records kept according to business requirements