Q: I have just paid via Alipay or WeChat Pay, but I have received no email confirming the payment. What happened?

We occasionally find there’s a delay when using Alipay payments. If nothing comes through after a few hours, you might need to cancel your payment and try again. Don’t worry! You won’t be charged twice. Even if the payment is showing on Alipay, no payment will have been taken if you haven’t received a document order number through our confirmation email.

Q: The payments page shows an error when I try to pay. What should I do?

We’re sorry you’re experiencing difficulties with this. Please take a screenshot of the error message you’re receiving and email it to our support team. We will investigate the problem and respond as quickly as we can.

Q: Who do you use to process your payments?

We use Stripe. They’re a great payment processor used globally by millions of businesses.

Question 1

I plan on submitting a large document for proofreading. Do you have a payment plan option?

Accepted Answer

We understand it can be difficult to pay for a large document in one go.
To make life easier, we can arrange a payment plan. If you let us know the word count of your document, we&#8217;ll set up a schedule of payments that will help you.

Question 2

I have just paid via Alipay or WeChat Pay, but I have received no email confirming the payment. What happened?

Accepted Answer

We occasionally find there&#8217;s a delay when using Alipay payments. If nothing comes through after a few hours, you might need to cancel your payment and try again.
Don&#8217;t worry! You won&#8217;t be charged twice. Even if the payment is showing on Alipay, no payment will have been taken if you haven&#8217;t received a document order number through our confirmation email.

Question 3

I think I have been overcharged for my document. What should I do?

Accepted Answer

Our system calculates the word count of your document to a high degree of accuracy. It is therefore possible the word count was higher than expected. You can check this for MS Word documents using the following method:
On a PC

Open your document
Select Review from the ribbon at the top of the page
Select Word Count from the left side of the ribbon and a pop up will appear showing the word count

On a Mac

Open your document
Select Review from the ribbon at the top of the page
Select Word Count from the left side of the ribbon and a pop up will appear showing the word count

If this is significantly different from our estimate, or you still think you have been overcharged, contact us and we&#8217;ll be sure to address it.

Question 4

The payments page shows an error when I try to pay. What should I do?

Accepted Answer

We&#8217;re sorry you&#8217;re experiencing difficulties with this. Please take a screenshot of the error message you&#8217;re receiving and email it to our support team. We will investigate the problem and respond as quickly as we can.

Question 5

The price shown during upload is more than I was quoted via email. What should I do?

Accepted Answer

There are a few things we advise you do before contacting us:

Check our price calculator to see the price rounded up to the nearest GBP.
Double check the document matches the word count you sent us when requesting a quote.
Ensure you have not added any extra services since our original quote.

If you are still having problems, contact us.

Question 6

Does Stripe store my payment details?

Accepted Answer

Stripe stores your card details securely via a token so you can check out more easily when you next use the site. You can remove this via the settings in your user area or by contacting us so we can do it for you.

Question 7

Who do you use to process your payments?

Accepted Answer

We use Stripe. They&#8217;re a great payment processor used globally by millions of businesses.

Question 8

What forms of payment do you accept?

Accepted Answer

We accept all major debit and credit cards, as well as Alipay and WeChat Pay via our website (through our payment processor Stripe).
We also accept bank transfer for larger transactions. If you need to pay via bank transfer, please contact us.

Question 9

How much do proofreading and editing cost?

Accepted Answer

We charge a flat rate per word and a minimum price per document (equivalent to 1,000 words for most document types or 1 slide for presentations).
Check out our pricing page to see what proofreading or editing your document will cost, or upload your document now for a tailored quote.

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