Complaints Policy

Last updated: 25 October 2026

I want every author who works with me to feel the money and trust they put in were well placed. If something has gone wrong, I want to hear about it, and I'll put it right where I can.

Who handles your complaint

Stacks Publishing is run by me, Fleur Hull. I read and respond to every complaint myself.

How to raise a complaint

Email hello@stackspublishing.com with "Complaint" in the subject line. Please include:

  • your name and the service or product you bought

  • what went wrong, with any relevant emails or files

  • what you'd like to happen to resolve it

You don't need to use formal language, and raising a concern will never affect how I treat you or your book.

What happens next

  1. I'll acknowledge your complaint within 3 business days.

  2. I'll review your order, our correspondence and the work delivered.

  3. Within 10 business days I'll reply in writing with what I found and what I propose. If I need longer, I'll tell you why and when you'll hear from me.

How I put things right

Depending on the situation, I may offer:

  • a revision or redo of the work at no charge

  • a partial refund

  • a full refund

  • a credit towards another service

Where more than one remedy is fair, you choose. I will never make a refund conditional on you removing a review, changing feedback or agreeing to keep quiet about your experience.

If we can't agree

  • I'm happy to take part in independent mediation.

  • ALLi members can contact the Alliance of Independent Authors Watchdog Desk, and I'll work constructively with ALLi on any complaint they raise.

  • Australian clients can contact Consumer Protection in their state or territory. Clients elsewhere can contact their local consumer protection body.

Your rights

This policy sits alongside your rights under the Australian Consumer Law, which can't be excluded. Nothing here limits them.

Privacy

Complaints are kept confidential and handled under Stacks Publishing’s Privacy Policy.

Learning from complaints

I keep a record of every complaint and review them each quarter, so the same problem doesn't happen to the next author.