One address, answered by a person

What to include in a message

Messages are resolved faster when they contain the details needed to locate the record:

• The email address used at the time of purchase, where the message concerns a paid publication.
• The order or transaction reference from the payment confirmation.
• The date of the transaction.
• For a technical problem: the device, the browser, and the text of any error message.
• For a correction: the article title and the passage in question.

Common requests

Access and delivery

Where a purchased publication has not arrived, the first step is a check of the spam or promotions folder for the confirmation message. If it is not there, an email to the address above will result in the material being reissued to a confirmed address.

Refunds and billing

Refund requests are handled by email within the 30-day window described in the refund policy. No reason has to be given. Billing questions about a charge that appears unfamiliar are answered with the date, amount, and description of the transaction on record.

Sources

Any claim in the library can be traced. A message naming the article and the passage will be answered with the full citation and, where the paper is openly accessible, a link to it.

Corrections

Reports of factual error are checked against the cited source. Where the report is upheld, the article is amended and carries a dated correction note. Where it is not upheld, the reply explains what the source says.

Data requests

Requests for access, correction, deletion, portability, or objection under the LGPD or the GDPR are handled at the same address and answered within the periods set out in the privacy policy.

What this address does not cover

Questions about an individual relationship, situation, or state of mind cannot be answered. Pairwise is an editorial imprint, holds no professional qualification, and would be answering outside its competence. Requests for personal guidance, referrals to practitioners, interpretation of research as applied to a specific case, and any form of consultation all fall outside what this inbox can do.

The inbox is not monitored continuously and is not suitable for anything urgent. Anyone facing an unsafe or emergency situation should contact local emergency services or a licensed professional in their own country.

Press and research enquiries

Corrections, sourcing questions, and requests to discuss the editorial policy from journalists or researchers use the same address, with “Press” or “Research” in the subject line.