Frequently Asked Questions for customers
General Ordering Information
How does our custom writing service work?
To learn about how our service works, please visit the “How It Works” page where you can read a detailed explanation of our features, along with a guide of steps to get your paper completed and a video tutorial.
How do I fill in the order form?
There are two types of order forms: a short one and a more extended one. The first one is located on the main page of our website. Once you fill out a short order form in the right corner of our website's main page, click the “Continue” button to move on to a more extended form. At this stage, if you do not have an account with ThePensters.com, it will automatically be created by our system, and a password will be sent to your e-mail immediately. Please note that later, once you place your order and enter your personal account, you will be able to reset this password to any other combination of signs and numbers. Next, you are redirected to a more extended order form, where you can select a deadline, upload any additional materials for the writer, and specify other important requirements for your paper. To learn more about how to place an order with ThePensters.com, you can visit our “How It Works” page on the website and watch a video tutorial.
How will I be able to send my case study/articles/materials to the writer?
You are able to upload any additional materials for the writer, be it a draft, an outline, or some reading material, at the stage of filling out your order form.
What is the format of your custom essays?
There are several formatting styles you can choose from when placing an order (MLA, APA, Chicago / Turabian or Not applicable), and you will be getting a paper properly formatted in accordance with the rules of this particular style. In case you do not need any heading, title page, or references formatted (for example, if you are ordering a resume), you should choose the “ Not applicable” option, and the paper will be presented in a plain MS Word document.
What if I forgot my password?
If you forgot your password, please click on the link Forgot Password, which is located below the “Login” button on the website's login page.
Is it free to submit an order on ThePensters?
Yes, you can fill out an order form and submit your order for all writers to check. You can also ask writers to provide you with a short (around 100 words) introduction to check their writing skills and choose the best writer. Only when you are ready to assign a writer, you deposit the necessary amount to your balance and these funds get reserved for the order.
Are you socially responsible?
Yes, the company is socially responsible and adheres to established general social morals and tenets. That is why we do not provide papers on some controversial topics, namely:
• Gay marriage
If an order falls under one of these controversial topics, it will be automatically cancelled.
Can I get online tests done by your writers, such as multiple choice tests, check boxes, T/F, etc?
We believe it is the responsibility of students to pass tests on their own, whether online or on paper. In terms of a multiple choice test or any other kind of online tests, it is quite difficult to assess how a writer of ours would do on one.
If you have ordered us to complete an exam, it will be automatically cancelled. Including orders to complete tests, do not share any personal information with us. It can compromise your own security and possibly your standing in your educational institution.
When will my paper be done?
When you initially fill out the order form, you select the deadline by which you need the paper completed. Unless you later negotiate this information with the writer in chat, you paper will be completed by this initial deadline. However, please note that if your deadline has changed to a shorter one, we strongly encourage you to inform your writer in advance, since he or she might have a tight schedule and a heavy work load.
How will I receive my paper?
Once the writer is paid for the whole order, you have a chance to download your final paper in one of two formats: either as an MS Word document, or as a .pdf file. The corresponding buttons will automatically appear on your personal order webpage, so you will have to click on one of the buttons and save the file on your computer.
How can I modify my initial order requirements?
Once you have published your order and the writers have started applying for it, you can still change your order details, such as the number of pages, the title, or the instructions for your paper. In order to do so, you can click on the “Edit order details” button on your order page. However, please note that in case the deadline, the number of pages, or the title of the order has been modified, all writers' bids will automatically be considered outdated.
At a later stage, when the writer was already assigned to work on your order, you cannot modify your initial order instructions. Your writer will complete the order in accordance with initial instructions.
What if I do not like my essay?
If you do not like what the writer has written, we recommend you to communicate your comments to the writer with no hesitation, while the order is still in progress, so that the writer does not have to start anew later on. You can instantly let the writer know whether he or she is doing something wrong or guide him or her in a different direction via chat communication. However, once the order is fully completed and the writer has been paid the whole amount of the bid, you will not be able to have the paper revised within this order any longer, since the order is automatically set on “Finished” status. What you can do in such a case is place an order for editing or rewriting.
What is a rewriting and editing service?
Rewriting and editing services are necessary when you already have a draft or the whole paper completed and would like our writer to improve its content. Both these services will require you to upload the initial text, since you are not paying for writing from scratch. Editing is defined as changing the content of your draft, formatting the paper according to a particular formatting style, and proofreading the content. Editing may cover a possible change of content of up to 25-30%. Rewriting includes editing, revision, and proofreading. It covers a more in-depth change of content then editing does, so that up to 70% of your original draft can be rewritten.
What does it mean to list an order as featured?
Listing an order as featured is an additional service that helps you distinguish your order and attract more writers, giving you a wider choice of professionals and thus an opportunity to select the best writer for your order. When your order is listed as a featured order, it will prominently appear on top of all available orders that writers see, which helps to get more bids and have your order completed faster. This service costs additional $4.95 and you may purchase it when your order is on “Bidding” status.
Where are you located and where is my writer from?
The company is based in Cyprus. At ThePensters.com, we hire writers from all over the world, both from English-speaking and non-English speaking countries. So, in case you wish to know your writer's specific location, you are free to ask for such information from him or her directly in chat.
Can I be sure that all writers listed on the website have passed an evaluation?
All writers working for ThePensters.com have high working standards, are well-educated, and have several years of relevant professional experience in a particular field of study. Each writer passes several stages of evaluation and is constantly supervised by our Writers Department. Furthermore, with our transparent rating system, our customers' feedback serves as the best indicator of each writer's performance. So, when choosing a writer for your order, you can base your choice on several criteria:
• writer's rating and order history with feedback from previous customers
• writer's style and approach to working on the first page of your order
What is a writer's rating? How is it calculated?
Writer's rating system is designed to ensure clear competition among our writers, to help customers make the right choice of the writer for their orders, and to constantly encourage our writers to demonstrate their best with every order. The rating of every writer is calculated automatically based on the votes of every customer who worked with this writer in the past and rated this writer's level of cooperation towards an order's completion. Next to the rating of a particular writer, you will be also able to see his or her number of completed orders up to this point, which will give you a better idea of how many customers have rated this writer by now.
What do writers' awards mean?
Just like the writer's ratings, the awards system is designed to encourage our writers to excel in their everyday work, as well as to help new customers choose the best writer out of their selection of bids. There are several awards we have already introduced. Next to the award, you can see whether this award has been granted once, twice, or more times. To see the combined rating of our top writers with all their awards, you can visit “Our top writers” page; to read more about the types of awards, we have our “Rating & Awards” page.
What does a writer’s warning mean?
Our Quality Assurance team closely monitors the performance of every writer to ensure that we employ only the most qualified writers, who demonstrate outstanding work ethic and do their best in respect of each order. If we encounter any instance of plagiarism, lateness on the part of the writer, inadequate communication with the customer in chat, or if the customer indicates a problem with a particular writer, we investigate the matter and, depending on the outcome, may issue a warning to the writer. By this warning, the writer is given a chance to improve and in the event there is no improvement, this writer’s employment will be terminated.
Payment, Plagiarism, and Confidentiality Issues
How can I pay for the custom written paper? Is it safe to submit payments through your site?
There are two ways to pay for your order: either first load money to your account on the ThePensters.com website and then pay from the balance, or pay directly from an order page by using "ECommPay" or "SolidGate". Submitting payment via "ECommPay" or "SolidGate" is safe and secure.
How do I pay my writer and is there a Money Back Guarantee?
Since with ThePensters.com every customer is the manager of their own order, it is up to the customer to decide when the writer should be paid. We recommend customers to pay their writers for a particular order part as soon as this part is completed and no further amendments to it should be made. The final payment should only be released once the order is fully completed, because no revision will be possible afterwards.
The system automatically splits the payment to the writer into several parts depending on how many pages long and how urgent your order is. For example, if your order is 3 pages long and the deadline is more than 48 hours, there will be 3 parts for the writer's payment, so you will be able to pay the writer per page as the work progresses. The maximum amount of parts for the writer's payment can be split into is 5. So, if your order is, for example, 25 pages long, you will be paying the writer every 5 pages for their work. For urgent orders (with a deadline of 48 hours or less) the rules slightly differ: if the order is 2 pages or longer, there will be 2 parts of the writer’s payment. If the order is 1-page long, the payment will be divided into 2 parts no matter what the deadline is.
In order to pay the writer, you have to click the “Release” button. Please note that the money you have paid to the writer using “Release” button may not be reimbursed or refunded. For more information, please check our Refund Policy.
Can I get a discount?
At ThePensters.com, we try to keep a good balance between affordable rates for customers and fair wages for writers. We try to interfere as little as possible into the bidding process and let it run on a free market basis. So, we choose to keep affordable pricing for everyone rather than lower rates on a selective basis.
How can I know that my paper is original?
If you want to be certain that your paper is plagiarism-free, you may use our additional service called “Plagiarism Check,” which allows you to check the order for plagiarism an unlimited number of times – every time your writer completes a revision or adds new content. This service is completely free of charge for our customers. Please note that since no support team or supervisor is involved in your communication with your writer, we suggest that you check each part of your paper for plagiarism as the writer progresses with your paper, and immediately let the writer know in case he or she needs to revise any content due to a high similarity index.
Is this service confidential?
At ThePensters.com, we guarantee our customers 100% confidentiality as long as they do not share their personal information with the writer themselves. We have no control over live chat communication you and your writer keep, but we do guarantee that no personal information that you submit to us when placing the order will ever be disclosed to the writer or any third party. As long as you do not disclose such information yourself, the writer will not know where you are located, what your e-mail address is, or even your name. Moreover, sharing such information between you and the writers is against our Confidentiality Policy. So, we strongly encourage you to keep your communication with writers within strict business limits.
Can I delete my account?
Yes, you can delete your account anytime. If you choose to delete your account, you will no longer be able to log in or restore your account. The Support Team will not be able to restore your account as well. If you want to use our service again, please create a new account.
What happens to an order if the payment is charged back?
If you charge back a certain amount from your account, the same amount is withdrawn from your ThePensters.com balance. Mind that in case the amount you charge back is bigger than the amount available within your balance, the orders in progress will be cancelled automatically by the system. In order to resolve the issue, you may contact the Support Team by initiating a query and resolve the chargeback.
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