Refund Policy
The short version: we refund when we fail. Here is exactly what that means, and what it does not.
1. The principle
A refund is available when the service failed on our side. It is not available because an order was placed by mistake, because the wrong service was chosen, because a document did not meet the stated requirements, or because you changed your mind after the work was done.
Almost everything we sell is delivered within minutes and cannot be un-delivered. That is why this policy is narrow — and why we would much rather answer a question before you pay than argue about one afterwards. If you are not sure what to buy, message us on WhatsApp first.
2. When we refund
We refund in full where:
- we took your payment and could not deliver the service at all;
- a system fault on our side — our app, our checking account, our processing — prevented delivery and was not resolved within the time set out below;
- you were charged twice for the same order, or charged an amount that does not match the order;
- we rejected your order ourselves for a reason that was not your document's fault and not a breach of our terms.
You do not need to argue for any of these. Send us the order or request number and we will sort it out.
3. The 24-hour rule for Turnitin
Turnitin checks depend on systems that are not ours. From time to time there are system issues or document login issues on the checking side, and a report cannot be produced.
If a Turnitin check cannot be completed because of an issue on our side or on the checking system's side, and it is not sorted out within 24 hours, you choose one of two things:
- a full refund of what you paid for that check; or
- a prepaid check credited to your account, which you can use on another document whenever you like.
It is your choice, not ours. Tell us which you would prefer.
A prepaid check is held against your account and is used automatically the next time you submit a document — there is no slip to upload and nothing to wait for.
The 24 hours run from the point your payment has been verified, for the reason set out in the Terms: a bank transfer has to be matched to your Wordly ID before anything can start, and that wait is not part of the processing time.
4. When we do not refund
⛔ No refund and no free recheck will be made where the required word limits and conditions were not met.
For a Turnitin AI report that means: 400 to 30,000 words, and text only — no scanned pages, no images of text, and no encrypted, password-protected or restricted PDFs.
We also cannot refund where:
- the service was delivered as described and you simply did not like the result. A similarity score or an AI score is a measurement of your document, not an opinion, and a number you were hoping would be lower is not a fault;
- you ordered the wrong service, or uploaded the wrong document, and the work has already been done;
- you changed your mind after delivery;
- a delay was caused by something you did not send us — a missing slip, an unreadable slip, a missing Wordly ID, a file we could not open, or no reply to a question we asked;
- your institution, supervisor or awarding body reached a decision you did not want. That outcome is outside our control and was never something we sold you;
- the account is closed for a breach of our terms.
5. Credits
Credits, once purchased, cannot be transferred to purchase any other service, cannot be moved to another account, and cannot be exchanged for cash.
Credits are bought for a specific service and are priced for that service — the two humanizers, for instance, cost very different amounts per word and hold separate balances. Buying the cheaper credits and asking to use them elsewhere is not something we can do.
Where credits were spent on a job that failed on our side, the credits are returned to your balance. That is an automatic part of how every paid service here works, and in most cases it has already happened before you notice.
Unused credits on an account you are closing voluntarily are not refunded.
6. Written work and CVs
For work our team prepares — Research Writing, data analysis, CV writing — we will correct our own mistakes. If the work does not match the brief you gave us, tell us and we will put it right at no charge.
We cannot refund because the brief changed after the work was done, because a supervisor asked for something different, or because of a mark or an outcome. Revisions to a brief we were never given are new work.
A CV is one document, editable and re-downloadable for six months. Once it has been downloaded it has been delivered.
7. Premium accounts
A premium account is delivered when its login details appear on your account page. Once delivered it cannot be returned, so it is not refunded because you changed your mind or no longer need it.
If we cannot deliver an account you have paid for, you are refunded in full.
If a delivered account stops working within its warranty period, we replace it once. The warranty covers a replacement account, not a refund: it does not run past the period shown for the option you bought, and it is not repeated after a replacement has been given.
If a replacement is not available when you claim, we refund you instead, in proportion to the part of the period you have not used. The days you have already used are not refunded — an account bought for 30 days that fails on day 10 is refunded for the remaining 20 days. See section 10 of the Terms & Conditions.
8. How to ask for a refund
Message us on WhatsApp or email info@wordly.lk with:
- your Wordly ID;
- the order or request number;
- what went wrong.
Please tell us within 7 days of the order. After that the files have been deleted from our systems and we have no way to check what happened.
We aim to answer within one working day.
9. How a refund is paid
An approved refund is returned the way it was paid wherever we can: a card payment back to the same card, a bank transfer back to the account it came from. Bank transfers need the account details from you.
Card refunds are processed by the payment gateway and usually appear within 5–10 working days, depending on your bank. That part is not something we control.
10. Chargebacks
If you ask for a refund for a reason outside our control, or make a payment and then demand it back, your account will be permanently banned. The same applies to asking your bank or card issuer to reverse a payment for work that was delivered.
Any credits, prepaid checks and prepaid CVs on the account are forfeited, and we will not accept future orders from you.
We are aware this reads sharply. It is here because a reversed payment on delivered work costs us the work, the fee and the gateway's charge on top — and because nobody with a genuine problem has ever needed to do it. Tell us what went wrong instead. We answer, and section 2 above is not difficult to satisfy.