Refund & Revisions Policy

Our products are professional services (CVs, cover letters, LinkedIn profiles and related documentation), not physical goods. Once work has started, our team invests time, expertise and judgment into your documents and consultation.

We aim to be fair to clients while protecting the time and expertise of our team. Refund and revision decisions are based on the stage of work reached, the scope agreed, and evidence of what has been delivered.

We cannot and do not guarantee a job, interview, promotion or recruiter response. Outcomes depend on broader market conditions, employer decisions and your overall profile and performance.

Our policy is based on clear project stages. Eligibility for a refund or credit depends on the stage your order is in when the request is made.

2.1 Stage 1 – Payment received, work not yet started

a) Definition. You have paid for a service, but you have not yet submitted the required intake information or documents, and no writer or consultant has been assigned to your project.

b) Work not started. “Work has not started” means no time has been spent reviewing your CV, intake form or supporting documents.

c) Refund eligibility. If you request a refund at this stage, and it is within thirty (30) calendar days of payment, we may provide a refund less any non-recoverable transaction or processing fees. Alternatively, at our discretion, we may convert the full amount into a time-limited service credit for use on our services.

2.2 Stage 2 – Intake received, initial assessment underway

a) Definition. You have submitted your intake information and/or CV, and a writer or consultant has begun assessing your materials, but the first draft has not yet been delivered.

b) Work in progress. At this stage, our team has already invested professional time in reviewing your profile and planning the work.

c) Refund eligibility. Because substantial work typically occurs at this stage, full refunds are not available. Any approved refund will normally be partial, reflecting the work already undertaken, and is assessed on a case-by-case basis. In some cases, we may instead offer a time-limited service credit.

2.3 Stage 3 – After first draft is delivered

a) Definition. You have received the first draft of your CV or related document(s).

b) Refund eligibility. Once a first draft has been delivered, the core service has been substantially provided and monetary refunds are generally not available.

c) Revisions. Your entitlement at this stage is to use the revision rounds and support included in your package (for example, a defined number of revision rounds within a specific timeframe).

d) Escalation. If you remain dissatisfied after reasonable revisions, your case may be escalated for a senior review and a final revision round, instead of a refund.

2.4 Stage 4 – Final delivery or revision window expiry

a) Definition. Your project has been marked as completed and/or the revision window defined in your package has expired.

b) Refund eligibility. At this stage, no refunds are provided. Any additional changes or updates are treated as a new engagement or may be offered as a paid refresh or upgrade service.

3.1 Inclusion in packages

Each service package includes a defined number of revision rounds and a revision timeframe. These details are communicated at the time of purchase (for example, “up to 2 revision rounds within 14 days of first draft delivery”).

3.2 Scope of revisions

Revisions are intended to refine and improve the documents based on your feedback. Typical revision activities include clarifying responsibilities and achievements, adjusting wording, tone or emphasis, reordering sections or bullet points, and minor adjustments to the target role within the same general field and seniority level.

3.3 Changes in scope

Revisions are not intended to cover fundamental changes in scope that amount to a new project, such as switching to a completely different role or industry, shifting from entry-level to senior executive targeting, or requesting multiple alternative versions for totally different roles in a single package.

Where requested changes fall outside the agreed scope (for example, a major career pivot or additional documents not originally included), we will explain this clearly and may propose an upgrade or a new service rather than treating it as a revision.

3.4 Client response times

To keep your project focused and efficient, you are expected to provide clear, consolidated feedback within the agreed revision timeframe. If the revision window passes without feedback, the project may be considered complete and closed, and further changes may require a new engagement or reactivation fee.

Our goal is to significantly improve the quality and positioning of your professional documents and to present your experience as strongly as possible.

However, we do not control employer decisions, recruitment processes or market conditions. A lack of interviews, job offers, promotions or recruiter responses after using our services does not, by itself, qualify you for a refund.

If you have concerns about the quality or accuracy of your documents, please raise them promptly within the revision window so they can be addressed.

5.1 Accuracy of information

You are responsible for providing accurate, truthful and complete information about your experience, qualifications and achievements. Our work relies on the information you supply.

5.2 Misrepresentation

If we discover that information you provided is materially false or misleading (for example, fabricated roles, fictitious employers or qualifications, or significantly inaccurate dates), we may refuse to continue the project, decline further work and decline to offer refunds.

5.3 Consequences of inaccurate data

We are not responsible for consequences arising from inaccurate or incomplete information you supply, and such issues do not entitle you to a refund.

6.1 Inactivity

Our ability to deliver high-quality work depends on timely cooperation. If, after paying for a service, you do not provide the required intake information or respond to our communications, your project may stall.

6.2 Closure after extended inactivity

If we have not received the necessary intake information, feedback or responses from you within thirty (30) calendar days, we may pause or close the project and mark it as inactive or delivered (based on the stage reached) and treat the order as non-refundable in line with the relevant stage provisions in Section 2.

6.3 Reactivation

If you return after a prolonged period of inactivity, we may need to treat your request as a new project or charge a reactivation or update fee, particularly if your experience has changed or previous drafts are outdated.

7.1 Internal resolution first

If you have concerns about your service, you agree to contact us first so we can attempt to resolve the issue through clarification, revisions or, where appropriate, a partial refund or credit in line with this Policy.

7.2 Chargebacks

Initiating a chargeback or payment dispute with your bank, card issuer or payment provider without engaging our internal process may result in suspension of our services to you. We reserve the right to submit all supporting documentation (including drafts delivered, communication history and this Policy) to the payment provider to demonstrate the work completed.

8.1 Contact channel

If you are dissatisfied with any aspect of your service, or you believe a refund or credit may be appropriate under this Policy, please contact us promptly using the official contact details provided on the CVWriting.co.ke website.

8.2 Required information

To help us review your case quickly and fairly, please include:

• Your full name and contact details.
• The service/package purchased and date of payment.
• Your order reference (if applicable).
• A brief summary of your concern.
• Relevant documents or screenshots (for example, drafts, email correspondence or notes of key calls).

8.3 Review process

We aim to review and respond to refund or revision-related concerns within a reasonable business timeframe. Some cases may take longer where additional investigation is required, but we will keep you informed of progress and next steps.

Unless otherwise stated, all fees and any applicable refunds are processed in our primary operating currency (for example, Kenyan Shillings (KES)), or as communicated at the time of payment.

This Policy and any disputes arising out of or in connection with it are governed by and construed in accordance with the laws of Kenya. Nothing in this Policy is intended to limit any rights you may have under applicable Kenyan consumer protection or data protection laws.

We may update this Refund & Revisions Policy from time to time to reflect changes in our services, business practices or legal requirements. When we make changes, we will update the “Last updated” date at the top of this page and, where appropriate, provide additional notice on our website or via email.