Your use of our service is subject to the following terms and conditions, which you are deemed to accept when you pay for any of our services.
General Terms and Conditions
These Terms constitute the contract between CV Made Better, and the Client and are deemed to be accepted by the Client when payment is made for the service.
A contract only exists when CV Made Better accept your order. We reserve the right to decline your order or to withdraw services/goods at any time without notice.
All prices and services are subject to change without prior notice.
CV Made Better accepts in good faith information, which purchasers of its services provided, and is not in any way responsible for the accuracy of such information.
1. Payment for Professional Services
Payment for purchased services are payable fully in advance by Credit or Debit Card. Payments may be taken online or by telephone to an Advisor. Additionally, PayPal or bank transfers may be used. Services will not be provided until payment has been received in full or until the Payment Plan Agreement has been accepted.
2. Amendments to CVs / Resume / LinkedIn Profiles / Cover Letters
CV Made Better will make any changes required by you within the agreed period following the creation of a new CV / Resume / LinkedIn Profile. If you make any changes yourself to the CV produced by CV Made Better, this will result in no further work being undertaken and will invalidate any guarantees. CV / Resume / LinkedIn / Cover Letter amendments cannot and will not be processed as a complaint until the Client has followed procedures and worked with their writer past the first draft. If a writer requests further information and you take longer than 72 hours to come back to the writer, please be aware that you may be looking at a turnaround of up to 10 days or more as the normal turnaround times no longer apply to you. When the CV / Resume / LinkedIn Profile / Cover Letter has been crafted, we can only assume that all roles/ information has been provided prior to the creation of the first draft. Any new roles or large amounts of information provided following the first draft may lead to further charges due to the additional time required by the Writer. This does not affect Clients update cover, this relates solely to the initial crafting of the document.
3. CV / Resume / LinkedIn Profile / Cover Letter – Format/ Style/ Layout
CV Made Better crafts layouts that have been approved by the CIPD, Recruitment Federation and the Association of Search Consultants. The format of your CV / Resume / LinkedIn profile / Cover Letter will be developed to ensure functionality when displaying your experience and achievements. If you have a layout in mind, please inform your CV / Resume / LinkedIn Writer at the beginning of the service so it can be discussed before the work is started – failure to do so, will not guarantee a change of format on our side. For CVs / Resumes, you will have access to the Word version so you can add new formats at your own risk of losing out on roles due to lack of functionality.
4. Telephone Consultations
CV / Resume / LinkedIn Consultants will always endeavour to provide you with consultation time at a time that suits you. This always remains at the discretion of our writers and is not something we can always guarantee due to personal commitments and family life. In the unlikely event that you have a consultation booked in and the call doesn’t materialise with your writer, we do have procedures in place to deal with this situation. We ask that clients contact a member of the team via telephone or email as soon as possible with an understanding that there has been an error of some kind. The writer should then apologise and offer to do the consultation at that time or offer to re-arrange the call. As per our personal SLAs of service, as long as the writer has made telephonic contact within 24 working hours of the missed-consultation we are unable to accept a late/ missed consultation eligible for a refund. CV Made Better will always endeavour to make up for any blunders with gestures of goodwill and/ or swift turnarounds.
5. Complaints Procedure
We are sorry that you wish to make a complaint about CV Made Better. Please carefully read the CV Made Better Code of Practice for Complaints Handling as set out below to ensure you are clear as to what happens when you submit a complaint, and how you should submit a complaint to us. We take customer complaints very seriously and aim to resolve all complaints within a timely manner. To make a complaint, all you need to do is follow the following procedure, detailing the full extent of why you are dissatisfied with the service delivered by CV Made Better.
- Please send an email directly to [email protected] with one or more of the following subject lines: Timescales, Abusive or Aggressive Behaviour, Lack of Communication or Mis-sold Service.
- Your email must then outline, the date that you purchased, the method that you purchased the service/s (email, telephone, BACS), how much you paid and which member of staff sold you the service if any.
- Continue to outline your complaint with as much detail as possible.
- We will acknowledge your complaint within a 10-day period. A member of the CV Made Better investigation team will review the full detail of why you are dissatisfied with the service provided by CV Made Better. We may involve third-party service providers to assist us in resolving your complaint, this may involve us passing details of your complaint to our larger group company.
- We aim to resolve all complaints within eight weeks from receipt.
- We will provide a formal response to your complaint within 20 days via email or post. If you are not satisfied with our response, you can ask us to reconsider your complaint, and we will escalate the matter to a team manager.
*Please note that any complaints should relate to the service, clients must work past the 1st draft of the document before making a complaint. We cannot be held responsible for any outcomes achieved from the documents – i.e. number of interviews generated etc.
6. Aggressive and rude behaviour
At no time do we find it acceptable to deal with rude or aggressive behaviour including swearing, shouting, threatening or general abuse. This also relates to discriminatory conduct relating to; age, gender, race, culture and sexual orientation. We also expect that if any client has anything negative to state about a writer or a member of staff, that these comments are not stated to the member of staff in question via telephone or email. If any of the former occurs, this will result in the termination of the service with immediate effect without the return of funds.
7. Interruptions to Service / Delay
Timescales stated are always “best endeavours” and are achieved in over 95% of cases. CV Made Better does not accept responsibility or liability, however, for any interruptions to the service it provides as a result of breakdown of Internet, email or other supporting services or Client’s internet, email or other supporting services. We will always do our best to ensure timescales are achieved.
8. Termination
CV Made Better may terminate or suspend services if the Client unreasonably fails to co-operate or communicate, without prejudice to the agreed fees. This includes a client missing a telephone consultation and not contacting the writer within 36 hours of the missed telephone consultation, refusal to answer reasonable questions requested by the writer, or inability or at least a fair attempt to complete the CV Questionnaire. Due to lack of cooperation, we maintain the right to terminate services without refund or invoice for further fee’s due to time wasted on behalf of the writer. If a client fails to respond to queries made by the CV / Resume / LinkedIn writer within a 14 day period, we hold the right to terminate the service due to lack of response. This clause relates to any form of contact including, but not limited to amendments, complaints and refund requests.
9. Client Relations
CV Made Better maintains communication solely with the individual taking part in the service. The Client may not be the individual who paid for the service, but they are the only individual who can be deemed as being the “client”. Complaints, refunds, amendments, communication can only be handled with the Client taking part in the service. Due to data protection we will not discuss a client’s service with any 3rd party – even when claiming to be family and friends. We do make an exception to Carers of our Clients or if a client is under the age of 18*
This clause also relates to amendments and changes on the CV. We will not make amendments to a CV / Resume / LinkedIn Profile / Cover Letter relating to a colleague, friend, family members unqualified opinion regarding any clients CV / Resume / LinkedIn profile / Cover Letter. The only time, we except changes is when a client specifically wants information editing or can provide us with in-depth feedback from a Recruiter/ Employer relating to a role they applied for with them. (We don’t accept changes/ amendments because a friend works or used to work in Recruitment and has given you advice)
10. Turn Around Times
The following clauses relate purely to our CV/ Resume writing service, including accompanying letters and LinkedIn profiles. We aim to deliver your work within 3 -5 working days.
Timescales apply only to orders received within working hours (8:00 am- 7:00 pm Monday to Friday UK Time). For any orders received outside office hours they will be processed on the next working day and ready within 3 – 5 working days from the telephone consultation, CVs / Resumes / LinkedIn Profiles can and will be produced anytime between 12 am on the day the work is due out, and 12 am the next day UK Time. If for any reason these deadlines cannot be met, you will be notified immediately, although CV Made Better cannot be held responsible for issues which fall beyond our reasonable control. Turnaround times may be affected, if a client is unavailable to for a consultation or if a client is delayed in answering the questions requested by their writer. All turnaround times relate only to standard Monday to Friday working days and exclude weekends and UK public holidays. On many occasions work will be undertaken over weekends and Bank Holidays but this is purely provided to enhance the service and as such is not included within the advertised timescales.
11. 100% Money Back Guarantee
CV Made Better guarantee a full refund will be provided if communication hasn’t been retained and turnaround times are not met. If a client has purchased a package and failed to hear from anyone from our organisation via email or telephone then the Client maintains the right to request a termination of service with full return of funds due to lack of communication. The lack of communication only comes into play following a 48-hour period and must have taken place over two normal working days. The Client is expected to have contacted the office to inform us within that 48-hour period, if normal communication has not resumed following the chase from the Client then a full refund can be granted. When issuing the 100% money guarantee regarding lateness, we can only provide this prior to documentation being completed. We cannot provide a full refund for lateness once documents have been received. We will be happy to provide a gesture of goodwill in these rare cases. If your service runs over 56 hours from the consultation/ information being received and you still haven’t received your documents then you must contact the main office via telephone in order to terminate the service and receive a 100% refund.
12. Cancellations
On receipt of any order we will take payment for the service purchased. Cancellation of such orders by the Client does not automatically entitle the Client to a full refund. However, if a client’s circumstances change or they no longer wish to proceed with the service purchased we will review such cases on an individual basis and consider if the Client qualifies for a refund. Cancellations can only be considered if a cancellation request is logged within 30 days from purchase date. Once work has begun on a CV / Resume / LinkedIn / Cover Letter, clients may cancel the service, but they do so at their own risk with no guarantee of a full refund. CV Made Better retain the right to charge an administration fee for any such cancellation agreed, and for processes put in place / work already carried out.
13. LinkedIn Profile Writing
Our LinkedIn Profile Writing service involves the provision of a document file containing a full write-up of the various sections of a LinkedIn Profile that may be easily copied and pasted into a live profile. We can undertake direct log in to or create profiles on behalf of our clients however must receive written permission to do so and request you change your password upon commencement of the work. This is a security measure to ensure the safety of your personal information and confidentiality of your login credentials.
14. Refusals
CV Made Better maintains the right to refuse to any changes/ amendments/ layouts that could potentially have a negative impact on your job search down the line. We have a professional obligation to craft CVs / Resumes / LinkedIn profiles that are fit for purpose, functional and will get through ATS systems and open doors for clients. Clients must respect that when they are taking up a service with CV Made Better, they are handing over your document to be crafted in our styling, based on our success and professional expertise. If a client persistently denies the advice and writing style provided by the Writer, then we maintain the right to refuse to continue any further without return of funds. In order to get a full return on your investment, it is highly recommended that you let the Writer do their job and take their advice as this is why you have paid for our services.
15. Administration Charges
From receipt of payment, you are committing to the completion of a service with ourselves. Refund requests relating to the requested termination of your service prior to being assigned to the Writer will result in the retained amount of 50% of your total fee to cover administration charges.
