Effective date: October 28, 2025

Publisher: Pro-Metrics OÜ, Sakala 7-2, 10141 Tallinn, Estonia

Email: info@pro-metrics.org

1. General Principles

This Refund and Returns Policy complies with EU consumer protection regulations, including Directive 2011/83/EU on consumer rights. It applies to all products and services provided directly by Pro-Metrics OÜ, including editorial services, publication fees, and digital books sold through our official website.

Purchases made through third-party retailers or distributors (e.g., Amazon, Kobo, eLibro, institutional bookstores) are subject to the refund and return policies of those platforms. Pro-Metrics is not responsible for the processing of such claims.

2. Editorial and Publishing Services

Pro-Metrics provides academic and editorial services (e.g., language editing, translation, typesetting, production, publishing coordination) as professional services within the meaning of Article 16(a) of Directive 2011/83/EU.

As such, once a service has commenced with the client’s consent (e.g., upon confirmation of the quotation and invoice payment), the right of withdrawal does not apply.

However:

• If the service has not yet started, clients may cancel their order within 7 calendar days of payment and receive a full refund.
• If partial work has been completed, Pro-Metrics may issue a partial refund, deducting the value of the work already performed.
• Completed services are non-refundable, as intellectual and professional outputs cannot be returned.

For service-related inquiries: info@pro-metrics.org

3. Article Processing Charges (APCs)

• APCs are payable only after acceptance of an article for publication.
• Once an article has been published online, APCs are non-refundable, even in cases of post-publication corrections or retractions, including those resulting from ethical misconduct.
• Corrections and errata are issued free of charge in accordance with COPE standards.

4. Book Publishing Fees

Book processing or production fees (for monographs, edited volumes, institutional editions, or proceedings) are subject to individual contracts.

Refunds are only possible if:

• the production process has not yet started, or
• a written cancellation is submitted before the assignment of ISBN/DOI and typesetting begins.

Once editorial production or digital distribution has started, the payment becomes non-refundable.

5. Digital Products (eBooks, PDFs, EPUBs)

Under Article 16(m) of Directive 2011/83/EU, digital content delivered electronically and immediately accessible after purchase (e.g., PDF or EPUB files) is not eligible for a refund once the download or access link has been provided, unless the file is defective or corrupted.

If you experience technical problems accessing your digital product, please contact us within 14 days of purchase at sales@pro-metrics.org with proof of purchase and a description of the issue. Replacement files will be provided free of charge when applicable.

6. Physical Books Sold by Third Parties

Pro-Metrics titles distributed through external platforms (Amazon, Kobo, eLibro, institutional stores, or library distributors) follow their own return and refund procedures.

All claims regarding damaged or defective copies must be filed directly with the store or distributor where the purchase was made.

Pro-Metrics is not responsible for reprints, replacements, or shipping costs incurred by third-party retailers.

7. Defective or Misdelivered Items (Direct Orders Only)

If you purchase a physical item directly from Pro-Metrics and it arrives damaged, misprinted, or incorrect, you may request a replacement within 14 calendar days of delivery.

To do so, please email sales@pro-metrics.org with:

• order number
• photos of the defect or issue
• your preferred resolution (replacement or refund)

Shipping costs for returns due to verified defects will be covered by Pro-Metrics.

8. Refund Processing

Approved refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed in writing.

Processing times vary by payment provider but generally take 5–10 business days after approval confirmation.

9. Contact

For all refund or return-related inquiries:

Email: info@pro-metrics.org

Pro-Metrics OÜ, Sakala 7-2, 10141 Tallinn, Estonia

10. Updates

Pro-Metrics reserves the right to amend this policy at any time to comply with updated EU legislation or operational adjustments. The effective date of the most recent version will always be indicated above.