1. Service Agreement
1.1. We, as an agent, act as an agent to facilitate all services & products provided by qualified tutors to their customers.
1.2. The customer agrees that the service agreement will commence from the time that we, as an agent, assign a tutor to carry out the service and the payment is received.
1.3. We, as an agent, agree to carry out all of the customer’s requirements in accordance to the quality standard chosen by the customer in the service order page. The customer is entitled to contact us within seven days upon the service or product delivery date if they believe that service requirements have not been met.
1.4. The customer acknowledges that no refunds will be provided once we, as an agent, have allocated a tutor to complete the service or product and the payment has been made.
1.5. All correspondence between the tutor and the customer will be transacted through us, which act as the agent, using the e-mail address provided by the customer on the service order form.
1.6. If the customer has supporting information or additional instructions for our tutors the customer must send the information via email. We, as an agent, cannot accept instructions verbally on the telephone. If the customer insists on giving additional instructions over the phone, the customer agrees that the information provided may not be accurately recorded as verbal communication can lead to errors in specific service requirements.
1.7. The customer agrees to provide us all necessary requirements before our tutors starts to work in order for them to complete the service or product accordingly. The customer agrees to cooperate with our tutors throughout the project if the tutor requires any further information or guidance on the work. The customer acknowledges that failure to provide such information during our service process will cause delays in the delivery and therefore we, as an agent, will not be held responsible for any loss or damages to the customer.
2. Payment, Refund and Cancellation Policy
2.1. The customer may decide to make the payment for the service before a tutor has been secured. In these circumstances, we, as an agent, cannot always guarantee a tutor will be assigned. In the event, we, as an agent, cannot secure a tutor to complete the task, a full refund will be issued to the customer.
2.2. In the event, we, as an agent, agrees to give a refund to the customer in full or in part, the refund will be made to the credit or debit card that the customer used to make the initial payment within fourteen days. If no debit/credit card was used; we, as an agent, will offer the customer a refund via bank transfer or credit towards a future order.
2.3. For orders processed by ENLUNWEN:
If you cancel 5 days or less before your order delivery date: We will charge you a minimum 30% or up to 50% cancellation fee for every order, it will be assessed on a case-by-case basis; and the remaining balance will be made to the credit or debit card that the customer used to make the initial payment within 7-10 working days.
If you cancel 6 days or more before your order delivery date: We will charge you a minimum 10% or up to 20% cancellation fee for every order, it will be assessed on a case-by-case basis; and the remaining balance will be made to the credit or debit card that the customer used to make the initial payment within 7-10 working days.
To cancel an order: Please send us an email to [email protected] ; and please clearly state your order number in order to ease identification and shorten the processing time.
3.1. We, as an agent, abide by the Data Protection Act 1998 and agree that all personal details provided by the customer will be held in strict confidence.
3.2. The customer acknowledges that no personal information will be disclosed to any third party by us unless they have reason to believe it is a fraudulent order or if required by law.
3.3. The customer agrees that we, as an agent, will act as an agent or intermediary for the correspondence between the customer and the tutor for confidentiality purposes.
4. Service Delivery Policy
4.1. As a general practice, we as an agent, aim to deliver our standard service placed by the customer within seven days, once order payment is made to us successfully. All service or product generally will be delivered to the customer via e-mail address provided on or before the agreed time frame stated within the service order form placed by the customer.
4.2. The customer agrees that the service or product will be delivered to them via e-mail address provided by the customer on the service order form on or before midnight on the due date stated. If the time frame falls on a non-working day including but not limited to Sundays, Christmas Eve, Christmas Day, Boxing Day, New Year’s and New Year’s Day, the work will be delivered the next working day. It is the discretion of us to deliver an order on a non-working day.
4.3. The customer agrees that this guarantee does not apply in circumstances where we, as an agent, can show evidence that the service was indeed deliver to them on time. Further, we, as an agent, will not be held liable where any lateness of the work was due to customer’s technical faults or issues relating to ISPs and Email providers.
4.4. If the customer does not receive their completed order on the due date, then the customer agrees to contact us the next working day by email so that a member of staff can assist the customer in working together to help the customer receive their service. If the customer does not contact us the next working day then they will not be entitled to have a full refund. Additionally if our tutor is able to demonstrate that they did attempt to deliver the service to the customer then the customer has no rights to any recourse of funds against us.
4.5. Where the customer agreed to receive the work in parts, the Delivery Policy applies to the final time frame of the order only.
4.6. The customer agrees to send all files as well as relevant information for the completion of their work before the tutor starts his/her service. We, as an agent, will not be held liable for any delays caused by late receipt of files and additional information.
4.7. We, as an agent, will have no obligation in relation to the on time service delivery where a delay has been caused by the customer failing to pay an outstanding balance on the agreed dates.
4.8. If the customer decides to wait longer to contact us of non-delivery, they agree that they do so at their own risk and that we, as an agent, will not be held responsible for any delay to the customer. If requested, we, as an agent, will provide proof that the service or product was completed by the tutor on time and delivered, or that the service or product was available to the customer on time, or proof that technical difficulty prevented the service being delivered on time. If we, as an agent, is able to prove at least one of these then the customer will not be entitled to any refund or discount.
4.9. Should an order result to a full refund, we, as an agent, consider the transaction cancelled; the contract with the customer becomes null and void. The tutor will then retain the copyright of the product/service and have the right to publish the piece as a sample of their own work or sell it to a third party company.
5. Quality Standard Guarantee
5.1. All work will be checked by the in house quality control team, if it passes the quality control processing, it is assumed that the work is to the required standard.
5.2. If the customer chooses to have amendment for the delivered order, then the standard guarantee does not apply.
5.3. If the customer disputes the quality standard of the work delivered they must show feedback provided by a qualified expert within seven days of receiving the work.
5.4. If the customer can provide reasonable evidence within seven days of receiving the work by email to show that the work is not of an agreed standard, we, as an agent, will review the evidence and make a decision based on all information provided. In the event that the quality control team disputes the feedback provided by the customer; we, as an agent, may pass the product or service and the feedback to a third party tutor for analysis.
5.5. If the customer’s original order specifications are vague and are open to interpretation the quality standard of the product or service cannot be guaranteed as it would be impossible for the tutor to presume all requirements have been met, therefore no refund will be given.
5.6. We, as an agent, have the final decision of any dispute regarding the quality standard guarantee, on making a decision the customer will be provided with a detailed explanation from a suitably qualified tutor.
6. Tutor Availability Guarantee
6.1. After a tutor has been assigned to the order and the payment has been made, if for any reason the tutor drops out of the service before the time frame, we, as an agent, will assist the customer to assign a new tutor to enable to complete the service to the original due date, or alternatively if the customer is flexible with the time scale, we, as an agent, and the customer will set a new time frame for the completion of the service. If we, as an agent, cannot reassign the service to a new tutor, a full refund will be issued to the customer.
7. Dedicated Customer Support Advisor Guarantee
7.1. We, as an agent, will dedicate an individual customer support advisor to facilitate the customer’s order from start to finish. If the support advisor is not available the customer’s enquiry will be dealt with by an equally qualified team member.
8. Free of Plagiarism Guarantee
8.1. If confirmed that the work is plagiarised, we, as an agent, will assist the customer in recovering the payment from the tutor. Acting as agent between the client and the tutor, no payment will be made by us although the company will facilitate this on behalf of the client.
9. Amendments to Orders in Progress
9.1. The customer agrees that only the instructions given on the website’s order form are binding. Where there is supporting information and files that are important in completing the work, the customer agrees to send everything on the same day they place the order or before the payment is received at the latest.
9.2. For information sent when the work is already in progress, we, as an agent, cannot guarantee that these will be included in the completed service or product, though we, as an agent, will make sure that the tutor receives the additional information.
9.3. The customer may not make any changes to the original order requirements after receipt of payment as the tutor bid on the service based on the original requirements. The tutor may charge the customer an additional fee for amendments to the order if the request contravenes with the original specifications, or additional requests were made; alternatively we, as an agent, may re-assign the work to a different tutor at the earliest possible time without notifying the customer.
10.1. We, as an agent, undertakes that if the original order requirements were not met, the work will be revised based on the customer’s amendment request within seven days after order delivery or longer if the customer is willing to pay an extra fee for the amendment of delivered product or service.
10.2. The customer agrees to send one detailed amendment request only, outlining all the required changes and issues found in the work. We, as an agent, will send the request to the tutor within 24 hours of receipt of the said request for revision. The tutor will review the request and only if the request is reasonable will then make the changes. The time frame for the amended work will be arranged between us and the customer depending on the amount of changes to be made, however as a guideline, the minimum time requirement would be 72 hours.
10.3. In cases where the original amendment request has not been fully met, the customer may send the work back for further revisions until the tutor has fulfilled the request. The customer cannot request any additional changes to be made while the work is being amended. Further, the customer cannot ask for further changes after the tutor has completely complied with the original amendment request.
10.4. If the customer requests revisions to the work after the expiry of their amendment period or if the requests for changes are not in line with the original order requirements, the tutor may provide a reasonable price quote for the amendments. The customer understands that the tutor can only start working on the additional changes once the additional payment is received.
10.5. In the event of a dispute between the customer and the tutor regarding the amendment request, we, as an agent, will look into the customer’s request and tutor’s comments by conducting an analysis of the service or product to assess whether the amendment request is valid. If an agreement cannot be made between the customer and the tutor, we, as an agent will use its discretion when deciding to either reassign the order to a different tutor or give a partial refund to the customer.
11.1. The customer agrees that they do not hold the copyright of the service or product supplied to them by us or our tutors.
11.2. The customer understands that the piece received from us should be used solely for research purposes only and not to be passed off or handed in to any university or institution as their own work in full or in part. We as well as its tutors do not support this type of activity and will not be held responsible for any unauthorised use of their services.
11.3. In all cases, the customer undertakes that the service or product delivered to them by us or our tutors will never be resold, distributed, or posted on any website as they do not obtain the copyright to it.
12. General Provisions
12.1. The customer agrees to be bound by our refund policies. Due to the specialist type of service provided, only in exceptional circumstances where there has been non delivery of a service or product or the tutor is unable to amend an order for the customer. We, as an agent, at its discretion provide a partial/full refund or discount for any future order to the customer.
12.2. The customer agrees that we, as an agent, provide all services subject to availability and that the services are being provided strictly as an academic support service.
12.3. The customer also undertakes that the information given to them either on the phone or through email are the employees or the tutor’s opinions only and should not be treated as advice. Any opinions made by our employees or affiliates are that of the individual and may not be taken to be the opinion of the company.
12.4. The customer agrees that they should not rely on our research to an extent that any delay in delivery may cause any order delivery date to be missed, provided we, as an agent, have met the requested time frame.
12.5. The customer accepts that if they use the work produced by us in full or in part, they relinquish all claims stipulated above as the act constitutes a breach of contract.
12.6. We, as an agent, reserves the right to refuse or complete any service or product if there is reason to believe the customer is intending to use the work as their own as this is breaching of all the terms in this agreement.
12.7. The customer agrees that they take full responsibility when ordering from us and that we, as an agent, are not liable for any decisions taken on behalf of the customer. The customer should always check with their educational institution guidelines to make sure that purchasing from us does not contravene their institution’s rules.
12.8. These Terms and Conditions are not intended to be enforceable by any third party as provided by the Contracts (Rights of Third Party）
12.9. We, as an agent, reserve the right to make changes to these Terms and Conditions from time to time.
12.10 We, as an agent, are not able to provide you or promote any kind of Academic Aids.
Terms & Conditions last updated on 21st July 2016
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