Contact & complaints

A cross-border buyer cannot walk into the shop, so here is everything needed to reach a person, and what to expect when you do.

Send us a message

This reaches the same people as the email address below, and it is recorded here whether or not the email gets through. You will get an acknowledgement to the address you give.

Who we are

Getting in touch another way

• Email: info@vertexinfosolutions.com — if you would rather keep the thread in your own mailbox.
• Monday to Friday, 04:00–13:00 UTC (09:30–18:30 IST)

Hours are given in UTC as well as local time because most of our customers are in another timezone. A message sent outside those hours is answered the next working morning, not days later.

What to include

• Your order number, if you have one.
• The email address the order was placed with.
• What went wrong, and what you would like done about it.
• For a quote: the product, the seat count, and the term you want it for.

How long we take

• Acknowledgement within one business day.
• A substantive answer within three business days. Where an answer depends on the publisher — a licensing transfer, a volume band — it takes longer, and we will tell you that rather than go quiet.
• Resolution of a complaint within 30 days.

Escalating

A complaints contact has not been configured for this deployment. This has to be filled in before the store takes a real order.

If we still cannot agree

Consumers in the EEA and the UK may refer a dispute to an alternative dispute resolution body in their own country. Wherever you are, you keep every right your local consumer law gives you — see terms of sale.

Security reports

Found a vulnerability in this website? Email the address above with “security” in the subject. We will acknowledge within one business day and will not pursue anyone who reports responsibly.