Company and contact information
This page explains how and when work is returned to you. It forms part of the Terms of Service and is provided so that turnaround is clear before you order.
All services are delivered digitally, by email, to the address given with the order. Nothing is shipped and no delivery charge applies anywhere in the world.
Documents are returned in the format you sent, normally Microsoft Word with tracked changes, plus a clean copy and a PDF where useful. Other common formats can be supplied on request at no extra cost.
Turnaround starts on the first business day after your document has been received in full — not on the date of the order. Where the document arrives with the order, the two are the same.
This matters because work cannot begin until the material is available. If something is missing or unusable, we say so promptly and identify exactly what is needed.
Business days are Monday to Friday, excluding bank holidays in England and Wales.
These are firm commitments, not estimates.
| Service | Included scope | Turnaround |
|---|---|---|
| Proofreading | Per 5,000 words · Tracked changes · 1 revision | 2 business days |
| Copy-editing | Per 5,000 words · Tracked changes · Query list | 3 business days |
| Substantive Editing | Per 5,000 words · Structural notes · 2 revisions | 4 business days |
| Academic Proofreading | Up to 10,000 words · Reference check · 1 revision | 5 business days |
| Business Document Review | Up to 5,000 words · Tracked changes · 2 revisions | 3 business days |
| CV & Cover Letter Editing | CV and letter · 2 revisions | 2 business days |
| Document Formatting | Up to 60 pages · Styles and TOC · 1 revision | 3 business days |
| Editorial Style Sheet | Full style sheet · 2 revisions | 5 business days |
| Long-form Copy-edit | Up to 30,000 words · Style sheet · 2 revisions | 10 business days |
| Subtitle & Transcript Editing | Up to 60 minutes · SRT or VTT · 1 revision | 3 business days |
Work quoted individually has its turnaround agreed in writing before the order is placed.
Revision rounds included with a service are returned within 2 business days of receiving your consolidated comments. Revision requests should be sent within 14 days of delivery.
If a document cannot be returned within the stated period, we tell you before the deadline passes, with the reason and a new date.
Under section 52 of the Consumer Rights Act 2015 a service must be performed within a reasonable time. Where we miss an agreed date, you may set a further reasonable period in writing; if that also passes without delivery, you may treat the contract as at an end and receive a full refund within 14 days.
Where the delay makes the service pointless — a document needed for a submission deadline that has now passed — you may end the contract immediately, without setting a further period, and receive a full refund.
The clock pauses while we are waiting for a document, an answer to a query, or information the work needs, and restarts on the first business day after we receive it. We always say when this happens and what is outstanding.
If we hear nothing for 60 days after asking, we may close the order. Work already carried out is invoiced and any balance is refunded.
Check your spam or junk folder first, then email info@clagroup.online. We resend immediately, and by a different route — such as a secure download link — if email delivery keeps failing.
Please give an email address that can receive attachments. Where an address was given incorrectly, we resend to the corrected one at no charge.
Services are available to customers worldwide. All work is carried out in English.
info@clagroup.online — +44 7361 589243. Delivery questions are answered within 1 business day.