Support & Disputes

Publifo is a deterministic publishing safety system. Support is provided through explicit, bounded mechanisms, not ongoing conversations.

This page explains what is supported, what is not, and how disputes are handled.

What Publifo Supports

Publifo supports structural correctness of publishing files generated from validated manuscripts.

Specifically, Publifo will:

  • Validate manuscript structure against Kindle publishing requirements
  • Generate a publishing file from the validated structure
  • Retain generated files for a limited period for audit and download
  • Review file-specific disputes related to structural issues

Support is limited to evidence-based, file-scoped issues.

What Publifo Does Not Support

Publifo does not provide:

  • Editing or rewriting services
  • Formatting preferences or visual layout adjustments
  • Kindle device appearance simulation
  • Metadata, cover, or listing configuration
  • General publishing advice or strategy
  • Ongoing support tickets or conversational troubleshooting

Publifo does not intervene in:

  • Amazon policy decisions unrelated to file structure
  • Rejections caused by metadata, content policy, or account issues
  • Files modified after generation

File Retention

Generated publishing files are retained for 30 days from the time of generation.

During this period:

  • Files can be downloaded
  • File details remain visible for reference

After the retention period:

  • Files are permanently removed
  • No recovery is possible

Retention exists for auditability, not as a guarantee period.

Dispute Window

If Amazon KDP rejects a publishing file, a dispute may be submitted within 14 days of file generation.

  • The dispute window is strict and non-extendable
  • Disputes submitted after this window will not be reviewed

How Disputes Work

Disputes are available only for specific generated files and must be submitted from the file's detail view.

To submit a dispute, you must provide:

  • The Amazon KDP rejection message (text or screenshot)
  • Confirmation that the file was uploaded to KDP without modification

Each dispute is reviewed once and results in one of the following outcomes:

1. Structural Issue Confirmed

If Publifo confirms a structural issue caused by the generation process: One replacement publishing file will be generated at no charge

2. Rejection Unrelated to Structure

If the rejection is unrelated to structural correctness: No replacement file is generated

3. File Modification Detected

If the file was modified after generation: The dispute is rejected

Dispute decisions are final.

Guarantees and Limitations

Publifo does not guarantee acceptance by Amazon KDP.

Publifo guarantees only that:

  • The publishing file was generated from the validated manuscript structure
  • No additional formatting assumptions were introduced during generation

Responsibility for:

  • Content
  • Metadata
  • Covers
  • Upload timing
  • Account status

remains with the publisher.

Billing and Payments

All charges are one-time charges per publishing file generated.

Payments are non-refundable except where:

A confirmed structural issue results in a replacement file, which serves as the sole remedy

Publifo does not offer:

  • Credits
  • Balances
  • Refunds in lieu of replacement files

Contact

Publifo does not operate a general support ticket system.

For issues related to:

  • Billing errors
  • Account access
  • Legal or compliance requests

You may contact: support@publifo.com

This channel is not used for publishing guidance or dispute handling.

Summary

Publifo is designed to reduce publishing risk through deterministic validation and generation.

Support is:

  • File-specific
  • Time-bound
  • Evidence-based

This ensures clarity, fairness, and operational reliability for all publishers.