Frequently Asked Questions (FAQs)
What types of services do you offer?
Currently, we offer five types of services:
- Editing
- Proofreading
- Plagiarism Reduction
- Formatting
- Writing Assistance
Please refer to the Services tab on our website for more details regarding these services.
If you use more than one of these services for the same manuscript, you may be eligible for a discount on the overall order value.
Do I need to send a sample?
For certain orders, we might ask for a partial/complete manuscript file before providing you with a quotation. We ask for this sample to assess the task complexity and, if you have a deadline, confirm whether we can complete the task within the stipulated deadline.
Please note that following the deadline is one of our primary priorities. Even if a task is easy but our current workload makes it difficult for us to return the manuscript to you by the desired deadline, we might decline your order to save you time.
Do you provide a quotation? If so, how can I request one for my task?
Once we have understood all your requirements and, if required, taken a look at your sample(s), we will send you a quotation (referred to as “order value”). All the correspondence will be through Email. You may contact us at info@docemend.com to share your task details and request a quotation.
Once we receive your approval and the entire manuscript, we will share an invoice. Your order will be confirmed only after the payment has been made.
How do you accept payments?
Currently, we accept payments through direct bank transfer, Paypal, UPI ID, and UPI number. We believe these to be the most secure channels of payments with a digital trail that can be kept on record and used as a future reference, if needed.
In which currencies do you accept payments?
Currently, we are only receiving payments in Indian Rupees (INR), US Dollars (USD), and Euros (EUR). For Indian clients, we prefer payments in INR. We will confirm with you beforehand and send the quotations and/or invoices in the currency of your choice.
When should I pay?
We only accept the payments in advance. This is non-negotiable. Your order is confirmed only after we have received the payment in full.
Can I pay in installments?
Yes. We do accept payments in installments. The deliverables against installments will be determined on a case-by-case basis.
Who will work on my manuscript?
All our editors/writers are native English speakers with extensive editing/writing experience. They are carefully vetted through our detailed evaluation process to ensure they prioritize quality above all else.
How do you guarantee work quality?
Though our editors/writers already strive for high quality, all the manuscripts that they work on pass through multiple quality checks before delivery to you. Our processes help eliminate the risk of human error.
I want to cancel my order. Will I get a refund?
Based on your specific scenario, you will be provided with a cancellation deadline as per our Refund Policy. You may request a refund before that deadline.
Please refer to our Refund Policy for further details.
I paid accidentally/excess of my order value. How can I get a refund?
In case of an accidental payment (that is, made a payment but didn’t want to place an order), you will be refunded the complete amount if the refund is requested within four hours after making the payment. If you request a refund after four hours, the amount will still be refunded, but 20% of the order value will be deducted from the refund.
In case of an excess payment, the surplus amount will be refunded without any deductions, no questions asked.
Please refer to our Refund Policy for further details.
How do you ensure security and confidentiality while handling my data?
At DocEmend, we only use Email to exchange data and documents. Our systems are regularly monitored, updated, and screened for any malicious content/activity.
Apart from Email, we might use WhatsApp to communicate with you, but this channel is only used to provide general information and basic updates. It is not used to exchange any documents or other files.
Furthermore, the client info is not disclosed to the content team under any circumstances. Similarly, we will not disclose info about the editor/writer/reviewer who worked on your document(s) under any circumstances.
Please refer to our Terms and Conditions and Privacy Policy for more details.
Will the same editor/writer work on my subsequent orders or an order containing multiple files?
For a single manuscript, only one editor/writer is assigned. But if an order has multiple manuscripts, each manuscript may be assigned to a different editor/writer. However, the allocation is random (based on best fit). Please note that to ensure discretion, we do not disclose the identity of the editor(s)/writer(s) to the client under any circumstances. No such requests will be entertained by DocEmend.
Can I request the same editor/writer for my next or whole order?
You may request the same editor/writer for your subsequent order or your order with multiple manuscripts. However, we might not guarantee the same. The manuscripts are allocated based on the availability of the editors/writers and whether they are best fit for the task. For any such requests, we will try our best to assign the same editor/writer, but our delivery deadline will always take precedence over your request.