🚨Important notice: This legal document has been automatically translated from the original in Spanish. It has a strictly informative purpose. For any controversy or legal dispute, the original in Spanish will be taken as a reference.
1. Refunds Request
At Joinchat, we want you to be fully satisfied with the products and services you purchase from us. If you have any questions, concerns, or problems, please let us know. Open a ticket on our support platform and we will be happy to help you.
If you believe that buying a product was not the right decision and you think that the product you have purchased is not the most suitable for your needs, we want to make things right. Within 14 days of purchase, Joinchat will reimburse the full p1rice paid on request.
Refund requests are to be sent via ticket to our Support help desk. We love to know where things went wrong or how we can improve our work. No refunds are provided after 14 days of your date of purchase.
1.1 Refund Exceptions
- Refund requests for license renewals are not accepted. You can cancel the automatic payment at any time from your My Account page.
- No more than 4 refund requests per customer are allowed.
- Refund requests are not supported for products that have been downloaded and installed by the customer and are in use at the time of the refund request.
- Returns of orders that have been processed by PayPal carry a commission charge of 10%, the customer will receive 90% of the total paid at the time of the order.
1.2 Payment of refunds
Your request will be processed and refunded automatically to your credit card or original method of payment. This generally takes up to 6-9 working days since your request has been approved.
2. Support Channels
Joinchat only provides support via premium support desk, WhatsApp chat and WordPress Official support forum. We will not provide any support via email or Twitter. We may request you to email us your login details when needed, in which case we will communicate via email to protect your confidential & secure details.
Support includes installation guidance, bugs fixing, and general problem solving with features explained on the Add-ons sales page. Support does not include:
· General WordPress support.
· Add new features or extend the functionality available in our services.
· Change colors, images, icons, and other customizations.
· Support for third-party services with which our products can be integrated.
2.1 Support Hours
We like to help all our customers in the best possible way. We also care about the family reconciliation of our employees. For this reason our aim is to achieve a balance between both parties, so our opening hours are usually about 5 hours a day, Monday to Friday. Considering that we have customers all over the world, we ask for a little patience from everyone. We understand that your issue will be the most important, but surely you can wait a few hours, so you could go out to the park to play with your children, you could take your partner to see a movie or do sport with your friends. Above all, enjoy a happy life, you will only have one.
2.2 Bug Fixing
It is our commitment to fix all bugs as quickly as possible after they are brought to our attention. During our general support hours, we can fix bugs within 48 – 72 hours. We will also try to provide a solution via the forum for smaller bug fixes, after which we will update the core package.
3. Licenses Policy
Our Plugin and Add-ons are created for WordPress, an open source software released under the GNU public license http://www.gnu.org/licenses/gpl.html . Therefore, any part of our products which constitute a derivative work of WordPress are also licensed under the GPL 3.0.
Licenses are valid for one year from the date of purchase and are automatically renewed. You can also opt out of auto-renewal and monitor them manually from your online account. A valid and active license is required to have access to updates, support and downloads of the purchased products.
3.1Software updates and downloads
Updates are included for free for one year. If you have a valid and active license, updates can be downloaded from the page “My Downloads” in your reserved area in our site. At the end of the one-year period, if the subscription is not renewed, access to any type of download will be cancelled.
3.2 Support services
Support for purchased add-ons is given up to one year after the purchase date. If you wish to get support after one year, you must renew your license or purchase a new license for the add-ons you wish to get support for.
3.3 Do I need a license for my subdomain?
Yes, a license is required for each subdomain, let’s consider that a WP installation requires a valid license.