Terms and Conditions

Effective Date: 31 July 2026
Last Updated: 31 July 2026

Introduction
Acceptance of these Terms
Eligibility
Marketplace Overview
User Accounts
Buyer and Seller Relationships
Marketplace Transactions
Printed Products: Shipping, Withdrawal and Complaints
User Content
Third-Party Services
Acceptable Use
Suspension and Termination
Disclaimers
Limitation of Liability
Indemnification
Governing Law & Dispute Resolution
Changes to these Terms
Contact Information

1. Introduction

1.1 Purpose

These Terms and Conditions ("Terms") govern your access to and use of the Printable Publishing marketplace ("Marketplace"), including all related websites, services, products, applications, and features operated by Printable Publishing ("Printable Publishing," "we," "our," or "us").

These Terms constitute a legally binding agreement between Printable Publishing and every person or entity accessing or using the Marketplace, including Buyers, Sellers, guest purchasers, visitors, account holders, and other users ("Users," "you," or "your").

By accessing or using the Marketplace, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1.2 Relationship to Other Policies

These Terms form the primary agreement governing the Marketplace and should be read together with the following Marketplace policies:

Buyer Policy;
Seller Policy;
Privacy Policy;
Intellectual Property & Copyright Policy; and
Cookies Policy.

Each of these policies forms part of your agreement with Printable Publishing.

Where a policy specifically governs a particular subject matter, that policy supplements these Terms.

If an inconsistency arises between these Terms and another Marketplace policy, the policy specifically governing the relevant subject matter will prevail to the extent of the inconsistency.

1.3 Marketplace Operator

Printable Publishing operates an online marketplace that enables approved Sellers to publish Products and allows Buyers to purchase those Products.

Products may be supplied as:

Digital Products — printable PDF or ZIP files delivered electronically;
Printed Products — books manufactured on demand by third-party print partners and shipped physically; and
Premium Printed Products — spiralbound print-on-demand editions, available only for Hand-Drawn titles and subject to prior approval by Printable Publishing.

Unless expressly identified otherwise, Printable Publishing does not create, author, publish, or own the Products made available by independent Sellers.

Printable Publishing provides the Marketplace infrastructure through which Buyers and Sellers may interact, complete transactions, and access Marketplace services.

1.4 Changes to Marketplace Services

Printable Publishing continually develops and improves the Marketplace. Accordingly, we may introduce, modify, suspend, discontinue, or replace Marketplace features, functionality, products, technologies, or services where reasonably necessary to:

improve Marketplace operations;
enhance security;
comply with legal obligations;
address technical issues;
respond to business requirements; or
improve the user experience.

Where reasonably practicable, material changes affecting Users will be communicated through the Marketplace or by other appropriate means.

2. Acceptance of these Terms

2.1 Acceptance

By:

accessing the Marketplace;
creating an account;
confirming acceptance at checkout, including as a guest purchaser;
purchasing Products;
applying to become a Seller or selecting a Seller plan;
publishing Products through the Marketplace; or
otherwise using Marketplace services,

you agree to be legally bound by these Terms and all applicable Marketplace policies. If you do not agree to these Terms, you must not access or use the Marketplace.

2.2 Authority

If you access or use the Marketplace on behalf of a business, organisation, partnership, educational institution, or other legal entity, you represent and warrant that you have authority to bind that entity to these Terms.

References to "you" include both the individual acting and the entity represented.

2.3 Electronic Agreement

You acknowledge that these Terms may be accepted electronically, including by selecting the acceptance checkbox presented during checkout or account creation.

Electronic acceptance has the same legal effect as a handwritten signature where recognised under applicable law.

Records maintained by Printable Publishing relating to acceptance of these Terms may be relied upon as evidence of your agreement.

3. Eligibility

3.1 General Eligibility

You may only use the Marketplace if you:

have the legal capacity to enter into binding contracts under the laws applicable to your jurisdiction;
comply with these Terms;
comply with applicable laws and regulations; and
provide accurate information when required.

3.2 Minimum Age

Unless applicable law permits otherwise, Users must be at least eighteen (18) years of age to create an account or enter into transactions through the Marketplace.

Where a younger individual uses the Marketplace with the consent of a parent, guardian, educational institution, or other authorised representative, that person accepts responsibility for ensuring compliance with these Terms where required by applicable law.

3.3 Restricted Users

Printable Publishing may refuse access to the Marketplace where reasonably necessary to:

comply with applicable law;
enforce Marketplace policies;
protect Marketplace security;
prevent fraud;
protect Buyers or Sellers; or
protect the legitimate interests of Printable Publishing.

Eligibility to use the Marketplace may therefore be suspended or withdrawn at any time in accordance with these Terms.

4. Marketplace Overview

4.1 Marketplace Services

Printable Publishing provides an online platform through which:

Sellers may publish eligible Products in digital, printed and premium printed formats, and in multiple language variants;
Buyers may purchase Products, with or without a registered account;
payments may be processed through authorised payment providers;
Digital Products may be delivered electronically and stored in a Buyer's account library;
Printed Products may be manufactured and shipped through print-on-demand partners;
customer support may be provided;
Marketplace policies may be administered; and
related Marketplace services may be offered, including translation, search-optimisation, affiliate and referral tools.

4.2 Independent Sellers

Unless expressly stated otherwise, Products available through the Marketplace are created and supplied by independent Sellers.

Printable Publishing is not the employer, agent, representative, joint venturer, or partner of independent Sellers solely because they use the Marketplace.

Sellers remain responsible for their Products, business operations, legal compliance, tax obligations, licensing, and intellectual property rights, subject to the Seller Policy.

4.3 Buyers

Buyers purchase Products through the Marketplace in accordance with the Buyer Policy.

Printable Publishing facilitates Marketplace transactions but does not become the owner of purchased Products or assume responsibility for the independent business activities of Sellers beyond the operation of the Marketplace.

4.4 Marketplace Availability

Printable Publishing aims to maintain reliable access to the Marketplace but does not guarantee uninterrupted availability.

Access may occasionally be affected by:

scheduled maintenance;
security updates;
software upgrades;
payment provider interruptions;
print or shipping partner interruptions;
internet connectivity issues;
technical failures; or
circumstances beyond our reasonable control.

Printable Publishing will use reasonable efforts to minimise unnecessary disruption.

4.5 No Professional Advice

Information provided through the Marketplace is made available for general informational purposes unless expressly stated otherwise.

Printable Publishing does not provide legal, accounting, taxation, financial, or other professional advice through the Marketplace.

Users should obtain independent professional advice where appropriate before relying upon Marketplace content for professional or commercial purposes.

5. User Accounts

5.1 Account Registration

Certain Marketplace features require you to create a user account. Purchases may also be completed as a guest, in which case the email address you provide is used to deliver your receipt and to give you access to your books in the library.

When registering an account, you agree to provide information that is accurate, complete, and current. You are responsible for maintaining the accuracy of your account information and promptly updating any changes. Printable Publishing may request additional information where reasonably necessary to verify your identity, prevent fraud, comply with legal obligations, or protect the security of the Marketplace.

5.2 Account Security

You are solely responsible for maintaining the confidentiality of your account credentials. You must:

use a secure password;
maintain the security of your devices;
prevent unauthorised access to your account;
notify Printable Publishing promptly of any suspected unauthorised access or security incident; and
immediately update compromised credentials.

You remain responsible for activities conducted through your account unless they result directly from a security failure attributable to Printable Publishing.

5.3 Account Availability

Printable Publishing may temporarily restrict access to accounts while investigating:

suspected fraud;
payment disputes;
intellectual property complaints;
Marketplace abuse;
security incidents;
legal compliance matters; or
other issues affecting Marketplace integrity.

Where appropriate, Users may be asked to provide additional information before full access is restored.

5.4 Account Closure

You may request closure of your Marketplace account at any time, subject to the completion of any outstanding contractual obligations. Deletion requests are reviewed by Printable Publishing before the account and associated data are removed. Printable Publishing may retain certain information following account closure where reasonably necessary to:

comply with legal obligations;
maintain financial records;
resolve disputes;
investigate fraud;
enforce Marketplace agreements;
protect Marketplace security; or
satisfy legitimate business requirements.

Account closure does not affect rights or obligations that arose before the account was closed. Closing an account ends access to the digital library associated with it, and therefore to the books read through it.

6. Buyer and Seller Relationships

6.1 Independent Marketplace

Printable Publishing provides an online marketplace connecting independent Buyers and Sellers.

Unless expressly stated otherwise, Printable Publishing is not a party to the underlying licence granted by a Seller to a Buyer beyond facilitating the Marketplace transaction.

6.2 Buyers

Buyers agree to comply with:

these Terms;
the Buyer Policy;
the Intellectual Property & Copyright Policy; and
applicable law.

The Buyer Policy governs matters including purchases, digital delivery, shipping of printed items, refunds, permitted use of Products, store credit and referral rewards, and Buyer responsibilities.

6.3 Sellers

Sellers agree to comply with:

these Terms;
the Seller Policy;
the Intellectual Property & Copyright Policy;
the terms of the Seller plan they select;
applicable taxation requirements; and
applicable law.

The Seller Policy governs Seller onboarding, plan selection, Listings, creation labels, fees and commission, payouts through Stripe Connect, intellectual property obligations, content standards, and Seller responsibilities.

6.4 No Employment Relationship

Nothing contained in these Terms creates an employment relationship, agency, partnership, joint venture, franchise, fiduciary relationship, or other similar legal relationship between Printable Publishing and any Marketplace user.

Sellers remain independent businesses responsible for their own operations.

6.5 User Responsibility

Buyers and Sellers remain solely responsible for:

complying with applicable law;
fulfilling their respective contractual obligations;
maintaining accurate information;
respecting intellectual property rights; and
complying with Marketplace policies.

7. Marketplace Transactions

7.1 General

Transactions completed through the Marketplace are governed by these Terms together with the applicable Buyer Policy and Seller Policy.

Printable Publishing facilitates Marketplace transactions but does not guarantee the commercial success of any Seller or the suitability of any Product for a Buyer's particular purpose.

7.2 Payments

Payments are processed by Stripe, an independent third-party payment provider, including any wallet or local payment methods Stripe presents at checkout. Printable Publishing does not receive or store full card details.

Stripe is also used to facilitate refunds, Seller payouts through Stripe Connect, and Seller plan subscriptions.

Payment processing is also subject to the terms and conditions of the applicable payment provider.

7.3 Delivery

Digital Products are supplied as online access only. Purchased books are read in the Marketplace library and may be printed for personal use; they cannot be downloaded, saved, exported or shared, and no files are attached to Marketplace emails. Receipts are sent by email, including for guest purchases. Reading and printing activity is recorded to protect Sellers' intellectual property, as described in the Privacy Policy.

Printed Products and Premium Printed Products are manufactured on demand and shipped to the address provided at checkout. Production and delivery timeframes are indicative.

Delivery procedures, download availability, replacement files, shipping and technical support are governed by the Buyer Policy.

7.4 Refunds

Refund eligibility, refund procedures, chargebacks, and related matters are governed exclusively by the Buyer Policy.

Nothing contained within these Terms expands or limits refund rights provided under applicable consumer protection legislation.

7.5 Prices and Taxes

Prices displayed on the Marketplace may be shown inclusive or exclusive of applicable indirect taxes (such as VAT, GST or sales tax), depending on the User’s location, the type of Product and the requirements of the applicable jurisdiction. Where tax is not included in the displayed price, it is calculated and added at checkout and disclosed before payment is confirmed. The tax treatment, and the tax element where applicable, is itemised on your receipt where required. Prices may be displayed in your local currency for reference, while the final charge is processed in the Marketplace's settlement currency.

Users remain responsible for complying with their respective tax obligations. Seller tax responsibilities are governed by the Seller Policy and Buyer tax obligations relating to purchases are governed by the Buyer Policy.

Printable Publishing may collect, remit, report, or facilitate tax obligations where required by applicable law, including through the automated tax tools provided by its payment processor.

7.6 Store Credit, Referrals and Affiliate Links

The Marketplace may offer store credit, coupon codes, referral rewards and Seller affiliate links. Store credit has no cash value, is non-transferable, and may be applied against eligible purchases only.

Store credit and referral welcome discounts apply only to Products from Sellers who participate in the Marketplace referral programme, which is voluntary for Sellers and funded by them.

Referral and affiliate rewards are subject to eligibility checks and may be withheld, reversed or cancelled where abuse, self-referral, fraud or a reversed underlying transaction is identified. Detailed conditions are set out in the Buyer Policy and Seller Policy.

8. Printed Products (POD): Shipping, Withdrawal and Complaints

8.1 Shipping of Printed Products

Printed Products and Premium Printed Products are produced on demand once payment is confirmed.

Processing time is normally 3–5 business days, and up to 7–10 business days during busy periods.
Delivery times are estimates only and are not guaranteed.
The Buyer is responsible for providing complete and correct shipping details. Orders returned or lost because of incorrect address details may require a further payment before reshipment.

Orders shipped outside the European Union: customs duties, import VAT and other import fees are not included in the price paid at checkout. These costs are the responsibility of the Buyer and are collected by the carrier or customs authority in the destination country.

8.2 Right of Withdrawal (EU Buyers)

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase of a Printed Product within 14 days of receiving your order, without giving any reason.

To exercise this right:

contact us within 14 days of delivery; and
return the item within 14 days after notifying us.

Conditions:

items must be unused and in their original condition;
you are responsible for return shipping costs.

Refunds are issued within 14 days after we receive the returned item, using the original payment method.

Digital Products are exempt from the right of withdrawal once download or access has begun, in accordance with Article 16(m) of Directive 2011/83/EU, where you have given your prior express consent at checkout.

8.3 Complaints About Printed Products

If your item arrives defective, damaged or incorrect, please contact us within 14 days of delivery and include:

your order number; and
photos showing the issue.

You are entitled to a replacement or a refund in accordance with EU consumer protection law and any other mandatory consumer rights applicable in your country of residence.

9. User Content

9.1 User Content

Users may submit content to the Marketplace, including:

Product Listings;
Products and product files;
profile information, author photos, biographies and interview answers;
reviews and gallery images;
customer communications;
support requests;
marketing materials; and
other content relating to Marketplace services.

Users remain responsible for the content they submit.

9.2 Responsibility

You represent and warrant that content submitted to the Marketplace:

is accurate, including any creation label applied to a Product;
complies with applicable law;
complies with Marketplace policies;
does not infringe intellectual property rights;
is not defamatory;
is not fraudulent;
is not misleading; and
does not otherwise violate the rights of others.

9.3 Marketplace Licence

Where necessary to operate the Marketplace, Users grant Printable Publishing a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, distribute, transmit, and otherwise use submitted content solely for the purpose of operating, improving, securing, administering, and promoting the Marketplace. This includes generating watermarked previews and print-ready files, and arranging manufacture through print partners.

Ownership of User Content remains with the applicable rights holder.

9.4 Removal of Content

Printable Publishing may remove, restrict, edit, or disable access to User Content — including individual formats or language variants of a Product — where it reasonably believes that the content:

violates these Terms;
violates Marketplace policies;
infringes intellectual property rights;
presents legal or regulatory risks;
compromises Marketplace security; or
is otherwise inconsistent with the proper operation of the Marketplace.

Where appropriate, Printable Publishing may notify the affected user before or after taking action.

9.5 Automated and AI-Assisted Features

The Marketplace provides optional automated tools, including translation, search-optimisation suggestions, product recommendations and author-biography generation. Where you use these tools, relevant content is processed by third-party AI providers.

Output produced by these tools remains your content and your responsibility; you should review it for accuracy before publishing.

10. Third-Party Services

10.1 Third-Party Providers

The Marketplace may integrate with or rely upon third-party providers, including:

payment processors;
print-on-demand and shipping partners;
cloud hosting, database, authentication and storage providers;
analytics providers;
email and communication platforms;
AI and translation providers;
fraud prevention services;
customer support systems; and
other technology providers.

These services operate under their own terms and privacy policies.

10.2 External Links

The Marketplace may contain links to third-party websites or services.

Printable Publishing does not control and is not responsible for the content, availability, accuracy, or practices of third-party websites.

Accessing third-party services is at your own risk.

10.3 Third-Party Terms

Where Marketplace functionality depends upon third-party services, you may also be required to comply with the applicable terms and conditions of those providers.

Printable Publishing is not responsible for breaches of third-party agreements by Marketplace users.

11. Acceptable Use

Users must use the Marketplace lawfully, responsibly, and in accordance with these Terms and all applicable Marketplace policies.

Without limitation, Users must not:

violate applicable laws;
engage in fraud or deceptive conduct;
interfere with Marketplace security;
distribute malicious software;
infringe intellectual property rights;
abuse Marketplace systems;
manipulate reviews or ratings;
abuse referral or affiliate programmes, including self-referral or artificial click generation;
share signed download links, receipt links or account library files with others;
impersonate another person;
submit false information, including inaccurate creation labels;
harass or threaten other users;
circumvent Marketplace security or preview-watermarking measures;
attempt unauthorised access to Marketplace systems;
scrape Marketplace content using automated tools without permission; or
otherwise use the Marketplace in a manner that may damage Printable Publishing, Buyers, Sellers, or other users.

Additional conduct requirements are contained within the Buyer Policy and Seller Policy.

12. Suspension and Termination

12.1 General

Printable Publishing reserves the right to suspend, restrict, or terminate access to the Marketplace where reasonably necessary to:

enforce these Terms;
enforce Marketplace policies;
protect Marketplace security;
investigate suspected unlawful activity;
comply with legal obligations;
protect Buyers, Sellers, or third parties; or
safeguard the legitimate interests of Printable Publishing.

Enforcement decisions will be exercised reasonably, proportionately, and in good faith.

12.2 Suspension

Printable Publishing may temporarily suspend all or part of a User's access to the Marketplace — including unpublishing individual Products, formats or language variants, pausing payouts, or disabling affiliate and referral links — while investigating matters including:

suspected fraud;
payment disputes;
intellectual property complaints;
security incidents;
policy violations;
abusive conduct;
regulatory investigations; or
other matters affecting Marketplace integrity.

Where appropriate, Users may be given an opportunity to respond before permanent action is taken.

12.3 Termination by Users

Users may stop using the Marketplace and request closure of their accounts at any time. Sellers remain responsible for any active plan subscription until it is cancelled in accordance with the Seller Policy. Termination by a User does not affect:

completed Marketplace transactions;
outstanding payment obligations;
accrued rights;
existing licences granted under completed purchases;
intellectual property obligations;
confidentiality obligations; or
any provisions intended to survive termination.

12.4 Termination by Printable Publishing

Printable Publishing may permanently terminate Marketplace access where it reasonably believes that a User has:

materially breached these Terms;
repeatedly violated Marketplace policies;
engaged in fraudulent conduct;
repeatedly infringed intellectual property rights;
compromised Marketplace security;
provided false or misleading information;
engaged in unlawful conduct; or
otherwise created unacceptable legal, operational, or security risks.

Termination may occur with or without prior notice where immediate action is reasonably necessary.

12.5 Survival

The following provisions survive termination where applicable:

intellectual property rights;
licences granted under completed transactions;
payment obligations;
indemnification obligations;
limitation of liability;
dispute resolution;
governing law;
confidentiality obligations;
record retention; and
any provisions intended by their nature to survive termination.

13. Disclaimers

13.1 Marketplace Availability

Printable Publishing provides the Marketplace on an "as available" and "as is" basis to the fullest extent permitted by applicable law.

While Printable Publishing uses reasonable efforts to maintain reliable Marketplace services, we do not guarantee that the Marketplace will:

operate without interruption;
be continuously available;
be error-free;
remain free from technical faults; or
always meet every User's individual expectations.

13.2 Products

Unless expressly identified otherwise, Products are created and supplied by independent Sellers.

Printable Publishing does not guarantee:

the quality of individual Products;
the commercial suitability of Products;
compatibility with every device, printer, or software application;
exact colour or finish reproduction of printed items, which may vary between print partners and production runs;
the accuracy of automated translations;
uninterrupted future availability of Products; or
that every Product will satisfy every Buyer's personal preferences.

Nothing in this section limits rights that cannot be excluded under applicable consumer protection laws.

13.3 Third-Party Services

Printable Publishing is not responsible for interruptions, failures, or inaccuracies arising from third-party services, including:

payment providers;
print and shipping partners;
internet service providers;
cloud hosting providers;
analytics services;
communication platforms; or
other external services beyond Printable Publishing's reasonable control.

13.4 No Professional Advice

Information made available through the Marketplace is provided for general informational purposes only.

Printable Publishing does not provide legal, accounting, taxation, financial, educational, or other professional advice.

Users should obtain independent professional advice where appropriate before relying upon Marketplace content.

14. Limitation of Liability

To the fullest extent permitted by applicable law, Printable Publishing's liability is limited to losses directly arising from its own breach of these Terms.

Printable Publishing is not liable for:

acts or omissions of independent Sellers;
Buyer misuse of Products;
disputes between Buyers and Sellers;
interruptions caused by third-party providers;
loss of business opportunities;
loss of profits;
loss of goodwill;
indirect losses;
consequential losses;
incidental damages; or
special damages,

except where liability cannot lawfully be excluded. Where liability cannot legally be excluded, Printable Publishing's liability will be limited to the maximum extent permitted by applicable law. Nothing in these Terms excludes or limits liability for:

fraud or fraudulent misrepresentation;
death or personal injury caused by negligence;
wilful misconduct where liability cannot be excluded; or
any other liability that applicable law prohibits from being excluded or limited.

15. Indemnification

You agree to indemnify, defend, and hold harmless Printable Publishing, its directors, officers, employees, contractors, affiliates, successors, and agents from and against any claims, liabilities, losses, damages, costs, and reasonable legal expenses arising out of or relating to:

your breach of these Terms;
your breach of Marketplace policies;
your violation of applicable law;
infringement of another person's intellectual property rights;
fraudulent or unlawful conduct;
misuse of the Marketplace; or
content submitted by you to the Marketplace.

This indemnity applies only to the extent permitted by applicable law and does not apply to losses arising directly from Printable Publishing's own negligence, fraud, or wilful misconduct.

16. Governing Law & Dispute Resolution

16.1 Governing Law

These Terms are governed by and interpreted in accordance with the laws specified by Printable Publishing for the operation of the Marketplace, without regard to conflict of law principles where those principles would require the application of another jurisdiction's laws.

Nothing in this section limits any mandatory consumer protection rights that apply under the laws of your country of residence where those rights cannot lawfully be excluded.

16.2 Good Faith Resolution

Before commencing formal legal proceedings, Users and Printable Publishing agree to make reasonable efforts to resolve disputes through good faith discussions.

Users are encouraged to contact Printable Publishing promptly at support@printablepublishing.com to allow an opportunity to investigate and, where appropriate, resolve the matter efficiently.

16.3 Jurisdiction

Subject to mandatory consumer protection laws, disputes arising under these Terms shall be submitted to the courts having jurisdiction in the governing law specified by Printable Publishing.

Where applicable law provides consumers with the right to bring proceedings in their country of residence, nothing in these Terms limits those rights.

16.4 Severability

If any provision of these Terms is determined to be unlawful, invalid, or unenforceable, that provision shall be enforced to the maximum extent permitted by law.

The remaining provisions will continue in full force and effect.

16.5 Entire Agreement

These Terms, together with the Buyer Policy, Seller Policy, Privacy Policy, Intellectual Property & Copyright Policy, Cookies Policy, and any other documents expressly incorporated by reference, constitute the entire agreement between Printable Publishing and Marketplace users relating to the use of the Marketplace.

They supersede all prior understandings, communications, and agreements relating to the same subject matter.

16.6 Waiver

Failure by Printable Publishing to enforce any provision of these Terms does not constitute a waiver of that provision or any other rights.

Any waiver must be made expressly and in writing to be effective.

17. Changes to these Terms

Printable Publishing may amend these Terms from time to time to:

comply with changes in applicable law;
improve Marketplace operations;
introduce new services or functionality;
strengthen Marketplace security;
reflect technological developments;
clarify existing provisions; or
respond to operational or business requirements.

Where reasonably practicable, material changes will be communicated through the Marketplace or by other appropriate means before they take effect.

The revised Terms become effective on the Effective Date specified at the beginning of the updated version.

Continued access to or use of the Marketplace after the effective date constitutes acceptance of the revised Terms, except where applicable law requires additional notice or consent.

18. Contact Information

Questions regarding these Terms, Marketplace policies, legal notices, or other legal matters may be directed to Printable Publishing at support@printablepublishing.com.

Notices submitted under these Terms should include sufficient information to enable Printable Publishing to identify the relevant account, transaction, or issue and respond appropriately.

Printable Publishing will make reasonable efforts to respond to enquiries within an appropriate timeframe, although response times may vary depending on the nature and complexity of the request.