Terms & Conditions

LICENSING

Licenses are valid for one year from the date of purchase. A valid and active license key is required in order to get updates and support for purchased items. After one year, license keys may be renewed at a 40% discount from the purchase price of a new license. No two discounts can be combined against one license purchase. 

SOFTWARE UPDATES

Software Updates are included for the duration of an active license. If you have a valid and active license key, updates will be delivered automatically from the WordPress dashboard. If your WordPress does not support automatic upgrades, then updates can be downloaded from your account.

SUPPORT SERVICES

Support for the purchased item is provided for duration of the active license term from the purchase date. If you wish to continue receiving Premium Support after one year, you must renew your license key. You can open Support Ticket by login to your account. Your tickets will be replied as per the ETA given on this page. 

REFUNDS

If you have problems getting our products to work, we will be happy to provide a full refund within 30 days of the original purchase. After 30 days, no refunds will be given. Before a refund will be granted, you must allow us to try and help solve any problem you have by opening a Support Ticket by login to your account. This includes and but is not limited to providing us Admin Access to WordPress & FTP Dashboards as well as giving us time and opportunity as per our ETAs. At times we may request extended time of up to 7-9 working days depending on the nature of the technical concern. You will not qualify for a refund should you refuse to cooperate with our troubleshooting process and requirements or not honor genuine ETA requests, restricting our ability to provide best possible support and troubleshooting. 

ORDER DETAILS

If your order details are not reflecting on our system, we will require you to answer up to 5 verification questions to ascertain you are really a Premium Support client. 

FAIR USAGE POLICY

We welcome you to create tickets as may be necessary and use discounts as made available to you. However, if it is deemed by Platinum Operations Board that either you are creating tickets or communicating with our staff only to harass them into giving you undue priority over all other equally valuable clients, we reserve the right to take necessary action for the welfare of our team members. Similarly should you demand/use multiple discounts in violation of our One User, One Order, One Email, One Discount we will reserve the right to take appropriate action to protect our business interests as per the laws. 

PROFESSIONAL CONDUCT

Our support staff always value and understand that some times not being able to receive support as fast as you would like, or technical hurdles can cause frustration. We are pretty thick skinned and don’t take things personally. However, we value our team members as much as we value you. Hence we request and anticipate a certain degree of professionalism in your communications with our team members. In case of a conduct which can be considered unfair or undue harassment or unprofessional, we may revoke your license and decline services. In such a case, no refunds will be applicable irrespective of the duration and dates of purchase. We will ALWAYS respect you, and we anticipate that you will remain reasonable too. 

NOTE: Refunds will not be granted if you simply decide not to use the purchased products. We stand behind our products and will assist you in solving any problem you have, but we also expect you to adequately understand what you are purchasing and why.

VALUE-ADDED SERVICES TERMS

Product Training via Webinar

  • Training Session is delivered via 1-on-1 Webinar. You will need Flash Enabled/Compatible Browser for Webinar Session.
  • You can request a Webinar Recording for an additional fee of US $79.00.  You must request the recording at the time of booking by mentioning it in the booking note. We do not record 1-on-1 webinars for the privacy of your brand.
  • All payments must be made in advance for booking to be confirmed.
  • You may use only one Discount Voucher with one order/ booking/ subscription unless otherwise agreed to, in a written contract.
  • Booking is subject to availability and cancellations are subject to terms & conditions.

Installation & Setup or Theme Integration

  • Installation and Setup Service is delivered within 1-2 working days from the booked date.
  • We do not provide remote support or live shared view session.
  • You will need to share your WordPress & FTP Login with administrative credentials via a Ticket that we will create for you.
  • All payments must be made in advance for booking to be confirmed.
  • You may use only one Discount Voucher with one order unless otherwise agreed to, in a written contract.
  • Booking is subject to availability and cancellations are subject to terms & conditions.

Our Value Added Services include – Installation, Setup, Theme Integration  and Training Services are non-refundable. If installation or setup are hindered by another plugin or theme, we will advise you and seek your decision and we are not responsible for the decision you make.

BOOKING & CANCELLATION 

You are welcome to make as many bookings for various Value-Added Services, however you must book via our official Booking Page here. Cancellations must be at least 24 working hours prior to the booking date or as described at the time of service booking. In case of cancellations with shorter notice the fee charged will be forfeited. 

VAS are NON-REFUNDABLE

Our Value-Added Services are Non-Refundable and are not covered by our core-product ‘SupportPlus for WordPress Plugin’ – 30 Day Refund Guarantee. 

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