Last Updated: February 9, 2026
This Service Level Agreement (“SLA”) defines the service standards, responsibilities, and commitments between EbookWriterAgency (“we,” “our,” “us”) and the client (“you,” “client”). By purchasing or using our services through ebookwriteragency.com, you agree to the terms of this SLA.
1. Scope of Services
EbookWriterAgency provides professional digital publishing and author support services, including but not limited to:
- Ebook Ghostwriting
- Book Editing & Proofreading
- Book Cover Design
- Formatting & Layout
- Amazon KDP Publishing Assistance
- Audiobook Creation
- Book Marketing & Promotion
- Author Website Development
- Niche & Topic-Based Ebook Creation
All services are delivered digitally.
2. Service Availability
- Our services operate on a project-based model, not real-time delivery.
- Support is available via email and live chat.
- Response times may vary depending on workload and project stage.
3. Communication & Response Time
We aim to maintain the following response standards:
- Email & Live Chat: Response within 24–48 business hours
- Order-related queries: Prioritized during active project periods
Response times are targets, not guarantees.
4. Project Initiation Requirements
Service delivery begins once:
- Payment is successfully completed
- Client provides all required project details, references, and approvals
Delays in onboarding may impact delivery timelines.
5. Delivery Timeframes
Estimated delivery timelines based on service plans:
- Basic Plan: ~7 days
- Standard Plan: ~10 days
- Premium Plan: ~15 days
These timelines are approximate and subject to change due to project complexity, revisions, or client responsiveness.
6. Revisions Service Level
- Unlimited revisions are included in all plans
- Revisions must align with the original scope and requirements
- Turnaround time for revisions varies based on complexity
Requests involving new topics, added word count, or new services fall outside SLA coverage.
7. Quality Assurance
We commit to:
- Professionally written, edited, and reviewed content
- Industry-standard design and formatting practices
- Compliance with general publishing guidelines
However, we do not guarantee publishing approvals, sales performance, or marketing results.
8. Client Responsibilities
To maintain SLA standards, clients must:
- Provide accurate and complete project information
- Respond to queries and feedback requests in a timely manner
- Review deliverables within a reasonable timeframe
Client-caused delays are excluded from SLA accountability.
9. Service Limitations
This SLA does not cover:
- Platform approvals or rejections (e.g., Amazon KDP)
- Sales, revenue, or ranking outcomes
- Third-party service disruptions
- Force majeure events
10. No Refunds & SLA Credits
- All services are non-refundable
- SLA breaches do not qualify for refunds or monetary credits
- Unlimited revisions serve as the primary resolution mechanism
11. Escalation Process
If a client believes SLA standards are not met:
- Contact support@ebookwriteragency.com
- Provide order ID and detailed concern
- Management will review and respond within a reasonable timeframe
12. Confidentiality
All client data, manuscripts, and project details are treated as confidential and handled in accordance with our Privacy Policy.
13. Modifications to SLA
We reserve the right to modify this SLA at any time. Updates will be effective immediately upon publication on the website.
14. Governing Terms
This SLA operates alongside our:
- Terms & Conditions
- Privacy Policy
- Return & Refund Policy
- Delivery Policy
In case of conflict, the Terms & Conditions shall prevail.
15. Contact Information
For SLA-related questions or concerns, contact:
📧 support@ebookwriteragency.com
📧 order@ebookwriteragency.com
📧 contact@ebookwriteragency.com