Frequently Asked Questions

Do you provide an express service?

We try to meet the deadline you request when asking for a quotation. If we cannot we will give you our next best option. We don’t believe that we should accelerate work to the point where quality could suffer.

How do I pay?

When you have registered and received a quotation, log in to your Customer Secure Area and select 'View Quotation and Order' from the left-hand menu and follow the instructions. We accept payment by card from American Express, MasterCard, Maestro, Solo, Visa and Visa Electron. The HSBC bank ePayment system carries out payment transaction on secure HSBC servers remote from the We Fix English site.

Do you provide a quick turnaround for small documents?

Yes. If you need a quick turnaround, ask for it when you specify your deadline in your Quotation Request. Use the 'Special Instructions' box provided on the order form. Small documents can be processed quickly and we will do our best to meet your deadline requirements.

Can you send someone to our offices to work with our proposal team?

We are an on-line service only, but we can integrate with proposal and bid teams successfully by working on-line. For large urgent jobs we can assign more than one editor to the work. We will manage the issues arising from the need to co-ordinate between several editors.

If you have any special requirements that you think may be outside the scope of our standard services, please email us at admin@wefixenglish.com and ask. We will do our best to help.

How can I change my password?

You must be logged in to the site to change your password. Click on the 'My Profile' tab in the menu for your secure area on the left-hand side of the screen. At the bottom of the table you will find a clickable link that will take you to the page where you can change your password. Incidentally you can update any of your personal details held on the My Profile page.

What currencies can I use to pay?

We accept all currencies covered by the major credit cards. We make our quotations in pounds sterling and your credit card company may make its own charges for converting your payment into sterling for the transaction. Check current exchange rates with your bank or on the internet.

How do you handle international time zones?

'Site time' is based on UK time (GMT in winter and BST, GMT +1, in summer). To minimise the chance of possible misunderstandings we have provided digital time displays showing 'Site time' at key points on the site.

What are the 'Working Hours' of the website?

The working hours of the site are from 09.00 to 17.00 UK time Monday through Friday. In practice the site is monitored for far longer than the working hours.

If I ask for a quotation on a Friday will it stay valid over the weekend plus 48 hours?

Yes. A quotation made to you at, say, 15.00 on a Friday will be valid until 15.00 on the following Tuesday because we don't count the weekend days.

After the 48 hours expires we will need to confirm to you that the resources are still available to meet your deadline. When you need to confirm resources a simple 'one click' 'Requotation Request' option appears on the 'View Quotation and Order' page in your Customer Secure Area.

Do you have a delivery policy?

Yes. The details are set out in Section 4 Services in the 'Terms and Conditions'.

Do you have a refund, replacement and cancellation policy?

Yes. The details are set out in Section 4 Services of the 'Terms and Conditions'. This spells out clearly the steps you can take if you are not satisfied with the edit that has been carried out. In the first instance please contact the editor directly.