Reply from Penguin Book WritersApr 4, 2024
Although we value your feedback, we'd like to offer our perspective on the situation. You engaged our services for three book covers, paying $598/- for the package. Given the subjective nature of creative work, we endeavored to meet your requirements to the best of our ability. Initially, there were challenges, but direct communication with our illustrator helped to align the concepts with your vision. Despite expressing a desire to cancel the project, you agreed to give us another opportunity to deliver. While we worked on revisions, you initiated a payment dispute with your bank, though you had already received the covers by the time it affected our merchant account. Feedback on the final mockups indicated acceptance (screenshots available upon request). It's important to clarify that our policy stipulates a 100% refund if services are deemed unsatisfactory. Conversely, acceptance of services implies satisfaction and precludes a refund. In your case, you received both a full refund and the covers. We have proof of your discussion with us in which you agreed to retain the covers and repay the service fee, committing to payment after August 14th. Subsequently, you left reviews without further communication. Our priority is your satisfaction, and we've taken additional steps to address your concerns. With the matter resolved, we consider the project closed from our end.