Penworth

Support

We answer every message.

Real humans reply from Adelaide, South Australia. Here’s how to reach us and what to expect.

The fastest path

Reader questions — purchases, refunds, account, reading or listening issues: support@penworth.ai

Author questions — publishing, royalties, metadata, covers, audiobook generation: authors@penworth.ai

Legal and privacy — data requests, takedown notices, regulatory inquiries: legal@penworth.ai and privacy@penworth.ai

Press: press@penworth.ai

Response times

  • Reader support: within 24 hours, usually much faster.
  • Author support: within 2 business days.
  • Legal and privacy: within 10 business days (we respect statutory windows for GDPR/CCPA/PIPEDA).
  • Payment issues: we prioritise these and aim to respond same business day.

Common questions — quick answers

How do I get a refund?

Go to /account/subscription for subscription cancellations, or email support with the book title and order date. Per our terms, purchases are refundable within 48 hours if less than 20% read.

My audiobook won’t play

First try a different browser or refresh. If the issue persists, email support with the book title and the device/browser you’re using. We can re-issue the stream URL.

I’m an author and my payout didn’t arrive

Check your Wise account first — most payout issues are a bank detail mismatch Wise will flag. If Wise reports success but funds haven’t arrived, royalties@penworth.ai.

How do I take my book down?

Author dashboard → the book → Unpublish. It disappears from search and sales stop immediately. Readers who already purchased retain access; this is the law. If you need the work removed for copyright or safety reasons that override the buyer’s licence, email legal@penworth.ai.

I think someone stole my work and published it here

We take copyright claims seriously. Email legal@penworth.ai with the title, the infringing listing URL, and proof of authorship. Verified infringement results in immediate removal and permanent banning of the uploader. We publish these actions in our quarterly transparency report.

Not solved yet?

If you’ve emailed and haven’t heard back in the expected window, reply to your original message or email the Founder directly: nawras@penworth.ai. Small team; we don’t ignore mail.