These are answers to questions we got earlier from previous clients.
You are always welcome to use our 24/7 support to ask any questions, but it is highly likely you will find all the answers on this page 🙂
Is your service confidential?
When you place an order with our company, we ask you to provide us with such personal information as your name, phone number, and email address. We need this data to keep you updated on the important things related to your order or account, and never share it with any third parties. We also don’t use your contact details for spamming you.
Please note that our support team may contact you using only the phone number(s) stated on our website, such as +1(859) 474-0921. In order to secure our mutual cooperation, please do not communicate with those who introduce themselves as needessays support staff and reach you from different phone numbers.
Also, remember that we never ask you to provide your credit card information via phone conversations. You should enter this information only on billing forms when making an online payment on our website. The need Essays support administrator will send a confirmation letter to your personal order page when your payment is received.
How do I order a paper from 12houressays.com?
We take care not only of your academic success, but also of your experience with us. That’s why we have made the process of placing your order as easy and fast as possible—usually, it takes no more than 2-3 minutes.
Let’s have a closer look at the simple steps you need to go through for submitting your order:
- Fill in the order form.Be sure to include specific instructions regarding your paper and to upload any of the required materials. If you have any questions while specifying your paper’s information, just click on the info sign at the end of every field name and you will see a detailed tip on what exact information is required.
- Proceed with the payment.After you are through with the order form, you will need to make a payment via a preferable system. Right after that, you will be automatically provided with your personal order page where you can track your order’s progress, provide additional requirements, and send messages to your writer or support manager.
- A personal writer is assigned to your order.Our qualified staff will choose the most suitable writer whose skills and experience match your field of study and paper’s details. In case the writer must have any particular software or literature in order to get the assignment done, please do not forget to mention this in your initial instructions.
- Your paper is completed and delivered to your personal order page.When the writer finishes your paper, it is delivered to your personal order page as a PDF document, available for preview only. You will be able to download an editable MS Word version of the order right after you click the “Approve” button in the “Files” tab of your personal order page. If any changes are to be applied to the paper, you are always welcome to request a free revision with a new deadline for the writer (be sure to check more information about this in our revision policy). You can check how easy the process is by going to the order page and submitting your paper details right now.
When will my order be assigned to the writer?
We start searching for a writer who suits your order best immediately after you place an order. As a rule, the writer will be assigned to work on your paper in one hour. Sometimes the search can take us several hours, and up to several days in exceptional cases. It can also happen that the writers from the category you’ve ordered are not available at the moment. In this case, we will propose you a writer from a lower category and will charge you back the fee billed earlier for the paid option of choosing a writer’s category.
You can always check the status of your order on your personal order page.
What does a complex assignment mean?
If your assignment requires special knowledge from a writer, we consider it to be complex. In this case, we will have to find a narrow-field specialist, whose service costs more than average, and this means we will have to charge you up to 20% of the initial price of your order. Papers on disciplines like finance, architecture, engineering, IT, chemistry, physics, and some others are considered complex, and you will have the corresponding note under the field with the discipline when you fill in the form. Our support team will also examine your order if you’ve selected the “Other” discipline, and if our managers find your assignment too tricky, you can also be charged up to 20%.
Did you receive my payment?
In case of a successful first payment, you will get an email from our service that from now on you have a personal order page where you can contact your writer and monitor the progress of your order.
The statuses of your new orders will be mentioned on your personal page. When the payment is made, the status of your order should change. If the status hasn’t changed, please contact our support team.
In case you paid for additional options, you will only get the notification from the payment system.
Is it ethical to receive your help with my assignments?
We offer original model papers that can be used legally in a number of ways if properly referenced:
- As a source of arguments or ideas for your own research
- As a source of additional understanding of the subject
- Direct citing
Nonetheless, check your college’s/university’s policies, including their definition of plagiarism and paraphrasing before using our services. Make conscious decisions in regards to your education.
Who is my writer? How can I communicate with him/her?
We work with writers from all over the world. We hire them with the help of complex tests in English and in the disciplines they will cover. We also verify the IDs of our writers to be sure that our experts have a master’s or a PhD degree. We conduct training sessions for our writers on formatting and different aspects of academic writing as well. This is how we can be sure of the proficiency of our specialists.
On your personal account page, you will get a possibility to communicate with your writer with the help of a special messenger. You will receive notifications via email when you get new messages, but we recommend you to check your personal page from time to time in order not to miss an important message from your writer.
Why are there several categories of writers? What does each of them mean?
“Best available” is a free writer we choose for your paper according to the professional expertise of our writers and the level of difficulty of your paper.
If you want to hire an expert with the best rating from the other customers, choose the “advanced writers” category. Then, we will assign you a writer among those who have been working with us long enough and are good enough to get only good reviews from clients. An additional guarantee of high quality in the form of the experience with previous customers will cost you 25% of the initial price of your order.
By the ENL category of writers we mean the native speakers. Confidence in the highest quality of your paper will cost you 30% of the initial price.
We evaluate our writers on a regular basis to make sure they deliver quality papers that correspond to their category. Thus, some of them may be transferred from the “Best available” category to “Advanced” and vice versa. Once a writer completes an order, our real-time rating system updates his or her score. That’s why a writer you worked with before may belong to a different category.
What is a samples service?
If you want to be 100% sure that we’ve assigned you the best writer who perfectly corresponds to the requirements of your paper, you can order his or her samples. The samples are three randomly generated pages from the orders previously completed by this writer. These pages will help you evaluate the style and the quality of writing of the specialist assigned to you. This option also gives you arguments to change the writer we assigned to you within 2 hours if you think our choice is inappropriate. You can change the writer no more than 3 times for one order. The samples option costs $5.
What is a free inquiry?
This is a useful tool if you know your requirements are high and you want to be sure we will find a writer able to fulfill your task on time. Tell us the details of your paper and submit an order without paying. You will have to pay only when we are be absolutely sure we have the best writer for your order.
Do you provide an editing or proofreading service?
We don’t have these options as a separate service.
However, we will not abandon the paper we composed for you if there is anything you want to change in it. For example, if you’ve approved your paper, the 7-day period for a free revision has passed, and you understand that you need your order to be revised, we can propose you to use the paid option of minor or major revision. The fee is charged depending on the deadline, the number of pages, and the number of changes to be made.
What is a progressive delivery and how does it work?
It is a service of delivering your paper in parts that would be especially useful if you’ve ordered a big assignment like a thesis or a dissertation. You can also pay for such order in installments. The service costs 10% of your initial order price and gives significant benefits.
With a progressive delivery, you maintain a closer contact with your writer and you’re able to give feedback on each part before the writer starts working on the next one. In such a manner, you can be sure your paper will fully correspond to your requirements, as you will be able to review each fragment separately. With this option, you will not waste your time, as the writer will be able to work on the next part of your assignment taking into account your comments on the previous piece of writing.
Can my paper be delivered earlier?
Yes. Before a writer is assigned to work on your paper, you can amend your order and change the deadline. When you do this, you will get a link to the payment system. The extra fee will be equal to the price for the narrower time frame minus the price you’ve already paid for the broader time frame when you submitted your initial order.
If the writer has already been assigned to your paper, our support staff will have to find out whether he or she is able to complete the paper within the new deadline. If the writer agrees to the shortening of the deadline, you will be charged with an extra fee, which is calculated according to the system above.
What is a revision?
If your paper needs some changes, you can apply for a free revision. For this, you should ask your writer to make a revision, stating the exact number of hours you can give for this task. If you think the level of your writer is not sufficient, you can ask for a revision by another writer. For this, you will have to communicate with our support team. Please note that we might need up to 12 hours to find you a new writer to work on your paper. To find out more, check our revision policy.
What if I’ve made a mistake in the order form?
You will be able to make amendments to your order on your personal page.
Please note that if you increase the number of pages or sources needed, add some paid options, or put a narrower timeframe, you will be charged an extra fee.
If you want to decrease the number of pages or used sources, apply for them by asking for assistance from our support team.
How can I cancel my order?
If the writer wasn’t assigned to work on your paper yet, you can cancel your order and you will get 100% of your money back. If the writer has already started working on your paper, the percent of refund might differ, and it will depend on the time the writer has spent working on your assignment. Please, read our money-back guarantee to find out more.
Where do I upload files?
When you submit your first order, you get a personal account where you can track all your orders, their statuses, your payments, and discounts. Among other options, you will have a possibility to communicate with your writer via a special messenger. You will be able to upload all information and additional materials on your paper using the “Files” tab on your personal page. Please consider uploading everything you find necessary for our writer to perform at the highest standard.
How will I receive a completed paper?
You will get the first version of your paper in a non-editable PDF format within the deadline. You are welcome to check it and inform us if any changes are needed.
If everything is okay, and no amendments are necessary, you can approve the order and download the .doc file. If there are any issues you want to change, you can apply for a free revision and the writer will amend the paper according to your instructions.
If there happen to be any problems with downloading your paper, please contact our support team.
I received some comments from my teacher. Can you help me with them?
Yes. You can have a free revision during 7 days after you’ve approved the paper. To apply for a free revision, please press the revision request button on your personal order page. You can also apply for another writer to make a revision of your paper, but in such a case, we can ask you for an additional 12 hours, as we might need some time to find another writer to work on your order.
After the 7-day period, free revisions become unavailable, and we will be able to propose only the paid option of a minor or major revision of your paper. These options are mentioned on your personal order page.
Is there a possibility of plagiarism in my completed order?
We complete each paper from scratch, and in order to make you feel safe regarding its authenticity, we check our content for plagiarism before its delivery. To do that, we use our in-house software, which can find not only copy-pasted fragments, but even paraphrased pieces of text. Unlike popular plagiarism-detection systems, which are used by most universities (e.g. Turnitin.com), we do not report to any public databases—therefore, such checking is safe.
We provide a plagiarism-free guarantee that ensures your paper is always checked for its uniqueness. Please note that it is possible for a writing company to guarantee an absence of plagiarism against open Internet sources and a number of certain databases, but there is no technology (except for turnitin.com itself) that could guarantee no plagiarism against all sources that are indexed by turnitin. If you want to be 100% sure of your paper’s originality, we suggest you check it using the WriteCheck service from turnitin.com and send us the report.
Do you keep a database of pre-written essays?
No, we do not have such a database. All papers you order from us are written from scratch. This means your paper is unique and never has been published before—and it will not be published after we deliver it to you.
Is there a money-back guarantee? If yes, how can I receive a refund?
You can get more details about possible types and terms of refunds on our official money-back guarantee page.
What if I forgot my password?
When you try to log in to your personal page, the system asks you to provide your email, as well as your password. If you forgot the latter, choose “forgot password” and insert your email with a new password in a pop-up window. You will immediately receive a reactivating email. Follow the link, enter your new password, and you will get to your personal page.
Can I change the writer?
When you place an order, you have two options concerning the choice of a writer. If you have ordered from us before, and you liked the performance of a particular writer, choose the option “I want a specific writer,” and select a writer you want to assign to your order from the drop-down list.
If it’s your first order or you just want to try another writer, you can leave it to us, and we will assign you the writer who suits your discipline, academic level, and requirements. In this case, if you still have doubts about whether we assigned you the best writer, you can order samples from such a writer. This service costs $5 and will demonstrate the style of the writer. If you find the samples inappropriate, you can change the writer within 2 hours after the samples are sent to you. You can apply for another writer no more than three times per order.
You can also change your writer when you ask for a revision, and you want it to be done by another expert. Apply for this option from our support team when ordering a revision.
What if I’m not satisfied with my order?
If your paper needs some changes, you can apply for a free revision that is available for 7 days after your paper is approved. To use this option, you have a “Revision” button on your personal page.
After the 7-day period, you can not apply for a free revision, though you still can use a paid revision option. The price of such a revision will differ depending on the number of amendments needed to be done. Please contact our support team to find out how we can help you with the amendments to your paper.
If you think our writer didn’t manage to follow your instructions, and as a result, your paper is of poor quality, please contact us and we will do our best to solve the problem.
If the revisions didn’t give the desired result, you can apply for a refund. Our dispute department will process your inquiry to find out what kind of refund we can give you. To find out more, please visit our money-back guarantee page.
How do I request a refund?
You can’t apply for a refund on certain stages of your order, like when the order is not finished by the writer yet.
When the paper is delivered, the “Refund” button on your personal order page becomes clickable.
On the relevant tab of your personal order page, you will also be able to choose the type of refund you’re demanding and the reason why you applying for it. As soon as you do that, our dispute department will start working on your inquiry. All kinds of refunds concerning the quality or the lateness of your paper should be requested within 14 days from the time the paper was delivered, as in 14 days your paper, will be automatically approved.
Your inquiry should be submitted by clicking the “Refund” button on your personal order page only.
What should I do if my paper is late?
First of all, please contact us immediately. There may be plenty of reasons why you didn’t get your paper on time, spam filters in your email account among them.
Whatever the reason is, we will be able to find it out together quicker.
If it was our writer’s fault that you haven’t received your paper on time, please apply for a refund. Read our money-back guarantee to find out what we can do to handle this situation.