Customer support

Nothing is more important to us than the satisfaction of our clients.

If you have any questions about us or our services, please check if we have an answer in our FAQ below. If not, please do not hesitate to contact us.


First, it’s important to understand what proofreading is. In the editing industry, ‘proofreading’ has a specific meaning and scope. There are three main types of editing:

  • Proofreading. Checking a final version of a document to correct errors in spelling or grammar as well as minor structural changes such as changing word order or deleting redundant clauses.
  • Copyediting. Usually includes proofreading, but also involves making conceptual changes which alter the meaning of the document to ensure consistency, accuracy and completeness.
  • Substantive editing. Can also be called structural editing. Involves major changes to a document including moving, adding or entirely rewriting sentences or whole sections to improve the logical flow, clarity and presentation of the document.

Typically, Eneo only offers proofreading and all of the services listed on this site include only proofreading. All of our services, regardless of turnaround time, offer the same level of proofreading excellence and the same satisfaction guarantee.

Occasionally, we receive a manuscript that cannot be corrected with proofreading alone and requires extensive changes such as entirely rewriting whole sections from scratch to be legible. While we strive to help all of our customers achieve perfect English, unfortunately we’re not able to offer substantive editing with the prices and turnaround times listed in our proofreading plans. Please understand that rewriting a document takes significantly longer than correcting it.

If we receive an order to proofread a document that is marked as requiring substantive editing, it is always double checked by a senior editor to confirm that it is not able to be proofread. If that’s the case, a full refund will be issued immediately.

If your manuscript requires copyediting or substantive editing, it can be arranged at a higher cost. Please contact us to arrange a quote.

Yes, samples of our editing service can be arranged upon request.

Please create an account on our platform and (using the same email address used to create your account) email us requesting a sample of our services. Please attach a document of no more than 100 words for us to proofread for you.

We will endeavor to get back to you within 7 days with a sample of our service. Please understand that as samples are offered for free, they are proofread at lower urgency than paid orders.

The cost is dependent on the number of words in your manuscript, and how quickly you would like it to be corrected.

Click here for an instant estimate, no personal details or form submission required.

Although Eneo Proofreading is an Australian company, we support clients from around the world.

The American dollar is a more widely adopted and understood international currency than the Australian dollar, so the simplest way of implementing a global pricing structure was to utilize USD rather than AUD. Currently we also offer Japanese yen to our clients in Japan, and in future we will offer payments in more local currencies for the convenience of our valued clients.

Through our partner Stripe, we accept:

  • Visa
  • Mastercard
  • American Express
  • China UnionPay
  • JCB
  • Apple Pay
  • Google Pay

This is dependent on the turnaround time you have selected.

For documents less than 10,000 words, the turnaround time you select when checking out is the latest your edited manuscript will be returned. The actual turnaround time is often far less.

For documents over 10,000 words (such as a thesis), the turnaround time depends on the word count. These documents are attended to by a dedicated editor at the highest possible urgency and take around 2-3 days for each 10,000 words in the manuscript. A 30,000 word thesis would therefore take between 6 and 9 days to return.

We have a number of in-house rules and contingencies to ensure that these deadlines are always met. We also monitor the progress of all orders so should an extremely rare case arise in which we suspect we are going to fail to deliver on time, we will contact you to explain and offer compensation.

First, make sure the document only includes text to be proofread. Make a copy of your file and delete all text that does not require proofreading, such as references. Please see the below FAQ entry for what to exclude.

Using the trimmed document to be proofread, check the word count. In Microsoft Word, the simplest is to look in the bottom left for the word count:

Word Count in Microsoft Word

Alternatively, click on Word Count under the Review pane:

Word Count using Review pane in Microsoft Word

Please note that if you have text selected, both of these methods will only count the words in the selection.

The simple answer is that anything we proofread it counted; anything we don’t proofread isn’t counted.

For example, references and text within figures are not proofread and should not be counted. We do proofread figure legends, so they are counted. We don’t proofread author names under the title, so they aren’t counted.

If you’re not sure whether to include something in your word count, please contact us and we’ll advise you.

We don’t mind if your word count is off by a few words, but if it’s off by a lot we’ll contact you.

Word count is the first thing our editors check when opening a document, but we’d still appreciate it if you can contact us as soon as you notice the disparity.

If the actual word count is much higher than your order, we’ll refund you in full and ask you to place the order again. If the actual word count is much lower than your order, we can arrange a partial refund of the difference.

Eneo’s system of managing our editors is designed such that every editor has a fair share of work, and the opportunity to elect to work on a document themselves if they feel they are the best suited editor for the subject.

This means that we don’t usually directly assign work to our editors; rather they assign work to themselves.

However, if you were satisfied with an editor’s work in the past we love to pass on positive feedback to our editors who are always happy to receive it.

So, if you email us before placing your order with positive feedback for your previous editor, we can let them know that you were satisfied with their work previously and that you are about to submit another manuscript. They can then choose to work on your new manuscript if they’re available.

Most of the time, our customer support team is able to handle most enquiries without interrupting our editing staff while they are hard at work. Additionally, to ensure all communication regarding orders and customer support is secure and visible to management, we don’t give out direct contact details for our editors.

Please contact customer support if you have an order currently with an editor and have something to discuss regarding your manuscript.

Our customer support team can assist with most enquiries, and pass on any pertinent information to the editor when necessary.

In a few circumstances, we won’t be able to accept a proofreading job and we retain the right to reject an order. We try to work these situations out wherever possible by contacting you; in the rare case we can’t proofread a document, payment will be refunded in full.

We might not be able to proofread a document if:

  • A document appears to have been translated into English by automatic software, such as Google Translate. Automatic translation is generally insufficient for complex texts as too much meaning is lost for these documents to be correctable.
  • Substantive editing is necessary. Substantive editing entails adding, rewriting or moving whole sentences or paragraphs. While our proofreading service will correct mistakes to achieve perfect English, full rewrites are out of our scope.
  • A document contains offensive, harmful, inflammatory or illegal content.

For more information, please check our terms and conditions.

At Eneo, we take security very seriously.

Our website is encrypted with the best available 256 bit SSL encryption and hosted on highly secure servers. All manuscripts are stored on encrypted servers accessible only to Eneo staff and can be deleted upon request.

We are partnered with Stripe, one of the most secure payment platforms available today. Stripe is highly trusted and used by companies such as Google, Amazon and Zoom.

Yes, unpaid orders can be cancelled at any time, and will be automatically cancelled if left unpaid for 7 days.

To cancel an order that is paid and in progress is more complex, as our editors may have already began working on it. We can always cancel an order at any time, but eligibility for a refund is dependent on the volume of work already completed.

If you need to cancel an order for which the invoice is already paid, please contact us as soon as possible so that we can attempt to arrange a refund.

If for any reason our changes to your document are insufficient or unsatisfactory in any way, our satisfaction guarantee allows unlimited free revisions until your document is perfect.

If you’re truly disappointed with the outcome (this has never happened and we try to ensure it never will!) and simply would like to take your business elsewhere, our priority is your satisfaction so we’ll do our best to arrange a full refund. Please contact us immediately—our customer support team will investigate and if the edited manuscript doesn’t meet our high standard for perfection, we’ll issue a full refund and disciplinary action may be taken against the editor responsible.

As many times as you want.

Our utmost priority at Eneo is to always deliver perfect English—and always delivering it at the perfect price. To achieve this goal, our satisfaction guarantee means that we won’t rest until you are satisfied with our work, and we won’t charge you a cent more for proofreading your document again.

The only limitation on our satisfaction guarantee is that once an order is finalised, we can’t accept requests to have it proofread again.

You can finalise your order at any time if you’re satisfied, and if we’ve delivered a manuscript back to you, but haven’t heard from you in a month (30 calendar days) we’ll take it as confirmation that you are satisfied with our work and finalise your order.

Eneo closely adheres to university guidelines and Australian standards for academic honesty and ethics.

Our editors strictly follow the Australian standards for editing practice and the Guidelines for editing research theses as ascribed by the Institute of Professional Editors and endorsed by the Australian Council of Graduate Research.

So, you can rest assured that your work will be improved to perfection without violating any university policy on academic dishonesty.

And because we offer an unlimited number of free rewrites, if your supervisor believes we may not be compliant with any university policy we will edit it again for free until they are satisfied.

Finalised orders can no longer be proofread again for free.

However, if there is a problem with our editing we will always strive to rectify it and will do whatever it takes to ensure our clients are satisfied.

For example: you receive your edited manuscript and read through it, decide the changes are satisfactory and finalise the order. Then, upon submitting the manuscript for publication a reviewer highlights issues with spelling or grammar and rejects it for reasons relating to English. In this situation, you can no longer request we proofread the document again on your ‘My Orders’ page. However, if you then contact our customer support team we will arrange a credit so you can resubmit the manuscript or send the document directly to a senior editor to be proofread again.