Refund and Revision Policy

Our Revision Policy is in place to ensure customers have control over the outcome(s) of their project(s). We believe that a customer should get exactly what they paid for, and we believe our revision policy empowers them to get exactly that!
At Dibbly, your project really is your project, and you get a say in it. If a product produced by a freelancer on our Platform does not meet the requirements provided by the customer when placing the order, the customer must communicate this to their freelancer and request a revision while the project is still ongoing. Our freelancers take pride in their work and as such, they are happy to revise their work for you if you submit your revision request in a timely manner and ensure that it adheres to this Revision Policy. Please note: all requests for changes and/or revisions must be made while the project is still ongoing. Requests for changes cannot be made once the project has been fulfilled and/or has passed through the applicable review and approval phase.

Customers who give their approval during the Customer Approval phase, or who let this time lapse without response, and who do not request any revisions, waive their right to any further complaints or action regarding the project in question once the Customer Approval window has closed or lapsed. Dibbly cannot entertain any complaints originating from orders where customers gave their approval during the Customer Approval phase or allowed this time to lapse with no response.

Each package has its own revision count which displays the number of available revisions. Information about our packages’ revision counts can be found in their product descriptions on our website. We provide revisions within five (5) to ten (10) days of the order going into the Customer Approval Phase (“Draft Approval” and “Waiting for Customer Approval”) on our Platform. The length of the Customer Approval phase will depend on the ordered package and the number of revisions completed thus far (the provided review time decreased with each revision request on all applicable packages except Rising, which only includes one (1) revision. If revisions are not requested during the customer approval phase and/or the customer gives their approval or the review time lapses, no further revisions will be available. Additional changes can be made to a project after the Customer Approval phase has lapsed at an additional cost.
Additional out-of-scope revisions are dependent on freelancer availability. If you have questions about the revisions available for a specific package, please feel free to reach out to support@dibbly.com.

It is important to stipulate your expectations and requirements when placing the order to ensure that your freelancer is able to deliver the kind of content you have in mind. Vague instructions are not recommended unless the customer is proceeding with the intention of allowing their freelancer to take full creative control of the project at hand.

For writing projects, revisions come into play at the end of the writing stage once the product has been submitted by the writer for review and the status has been updated to “Draft Approval” and the timer is displayed at the top of the page. If the customer wants any revisions to the written content, they must request them at this point. Revisions to the editing will apply once the editor submits the order for review and the status has been updated to “Waiting for Customer Approval.” The customer may request revisions directly in the platform using the Document Comments and/or Chat to ensure that the requirements that were set when the order was placed have been met. Please note that customers can also communicate expected changes to their freelancers during the writing (or editing, designing, illustration, and/or narration) stage and before the review/approval phase begins, this will help minimize delays.

For outline projects, customers have the option of collaborative or non-collaborative projects. During collaborative outlines, customers are encouraged to work closely with freelancers to put together a thorough and detailed outline that brings their vision to life. Providing detailed requirements and following along as the outline takes shape are essential to ensuring the outline matches your plans for your manuscript. Once major chapter outlines or plot points have been completed and approved, any further major changes to them will incur an additional fee to compensate the freelancer.
During non-collaborative outline projects, customers are encouraged to provide as much detail and information to the freelancer upfront, so that the freelancer can ensure they create an outline that meets all your requirements.
Revisions for outlines come into play during the “Waiting for Customer Approval” stage, and all revisions must be in line with original requirements provided to the outliner at the beginning of the project, or within a reasonable time during the outline creation phase. Requests for major plot changes, reorganisation, new directions or new content will incur additional fees during the revision stage.

It is not considered a revision or a revision request to review your order while it’s in progress, to ask for changes while the order is in progress (if they are reasonable and in line with the original requirements that were provided), or to provide feedback or direction to your freelancer during the completion of your order. Customers may clarify their expectations of their freelancers and their orders to ensure that the final product meets the requirements that were provided when it was placed.
It is important to note that even while a project is in progress, major changes to the original requirements provided when the project was started by a freelancer will incur additional costs, as freelancers commit to projects based on the original requirements for that project.

Dibbly highly recommend staying in contact with your freelancer and regularly reviewing your order to ensure that it is to your liking. Additional instructions or requirements pertaining to the order’s creation may be provided to the freelancer after their start date if such a request is:

1. Reasonable
2. In line with the original requirements provided when the freelancer started the project
3. In line with what is provided by the package you’ve purchased, and
4. Made at a reasonable point in the order’s creation

Requests/requirement changes after the project has begun:

1. Must be agreed to by the freelancer
2. Will be invoiced for if these changes require rewrites to content that has already been written at the time of the requested changes and that is in line with the original requirements
3. May require a reallocation if the freelancer assigned to the order is not comfortable working on the project with different requirements

Please note that narration, design, and illustration revisions do not allow for the complete recreation of the project at hand, but rather amendments to the existing submission. For example, a narrator would not be able to re-record an entire project as a revision. However, they could be asked to re-record a certain chapter or piece of the project. Each change requested of an illustrator, designer, or narrator will constitute one revision and the request for such a change will need to be made within the package’s indicated timeframe. In terms of writing and editing orders, each review of the product or “round” of Document Comments will constitute one (1) revision (additional revisions will depend on the purchased package) and will need to be made within the package’s indicated timeframe.

The following requests are not permitted as revision requests:

• Deleting content that is in line with the original requirements
• Requesting new or additional content that was not originally stipulated or provided at the start of the project
• Rewriting the content on your own and asking your writer and/or editor to paste this content into their document
• Rearranging content or moving images around if there were no requirements or instructions given to the freelancer regarding the structure of the order or the inclusion of images
• Sending screenshots of changes or lists with page numbers on which you require revisions. It is highly recommended to make use of our Document Comments system to request revisions
• Requesting custom formatting that was not mentioned in the order’s original requirements
• Requesting a change in tone or content if no tone or content requirements were stipulated when the order was placed and requested by a freelancer and no further instructions were given in this regard during its completion
• Requesting changes to the document based on third party AI detection tools used, or based on the speculation of AI tools being used in the content creation process. While these tools may prove useful in certain contexts, they are not always accurate and writers cannot be asked to make changes in accordance with their findings.

Please note that Dibbly reserves the right to intervene in situations where our revision process or policy is being abused or misused in terms of the requested changes and the timeframe in which they take place.

The customer is always welcome to make changes personally to any content they receive from us after the order has been fulfilled and before publishing. Customers fully and wholly own the intellectual property rights to fulfilled orders they have purchased from us and thus have full rights to modify or change the content as they see fit before publication.
If no revisions are requested during the Customer Approval phase and the order is instead approved (or the package’s indicated approval timeframe expires), it is understood that the order is of satisfactory quality and that no revisions are required. If the Customer Approval timeframe expires with no revisions requested, the order will become available to download and be considered Fulfilled. Revisions requested after the review/approval timeframe has ended and the order has been Fulfilled will be subject to additional charges and may be affected by your freelancer’s availability. The cost of additional revisions will be determined by the Order Fulfillment Team on a case-by-case basis.

Our freelancers are eager to ensure that they deliver the order of your dreams! Our revision process is in place to assist them in doing so. For more information regarding the revision process and policies, please follow this link: https://theurbanwriters.com/blogs/publishing/how-request-revisions-ghostwritten-services?_pos=1&_sid=c92e45797&_ss=r

If you have any questions or concerns about an ongoing order, please reach out to support@dibbly.com, our team is always happy to assist. Producing world class content is our goal, and we will happily help you to ensure that your content is just that: world class.

If you’d like to find out more about placing an order with us, or if you’d like help in placing an order, please reach out to our Customer Success Team at support@dibbly.com.