Customer Service
- Bugs
- Disclaimer
- Download Availability
- Enhancements
- Licensing & Domain Information
- Payment, Pricing & Promotions
- Privacy & Security
- Returns & Replacements
- Support & Upgrades
- Viewing Orders
- VAT/Tax
- Bugs
- All extensions are vigorously tested before release. In the rare circumstances you do find a bug these are investigated and fixed free of charge.
- Disclaimer
- No liability is accepted for any adverse affect as a result of installing extensions. You are strongly advised to not upload to a live server, and also to take backups of you installation including database prior to installation.
- Download Availability
- All products are downloadable via the webshopapps.com website. Once your order is verified you will received an email, and the downloads will be come available via your account.
- Your order will be attended to as soon as is feasibly possible. We are a UK based company with guaranteed availability 9-5.30GMT. After these times there is often someone available to process orders and deal with anything urgent, but this services is not guaranteed.
- In most cases within these working hours your download will be available within 1 hour, sometimes it takes minutes! We are currently undergoing a review to better cater for our US & Australian customers... but until these are in place, we endeavour to provide the best service we can (whilst retaining our family lives at home!) We reserve the right to refuse orders where fraud is suspected. Please use a company domain name for your email address to speed up order processing.
- If you have any problems with the download please contact us.
- Enhancements
- If you need an enhancement to the extension then please contact us for pricing.
- Licensing & Domain Information
- One extension license is limited to one live and one test Magento instance, and support for one configuration. We cannot support multiple test environments, or multiple configurations on one magento instance. If you need such support please contact us to discuss support packages prior to purchase.
- If you have many domains running on a magento instance then supply us the name of the domain you are first testing with, the serial key will then work for the other domains aswell.
- Payment, Pricing & Promotions
- The prices payable for goods that you order are as set out in our website.
- We will charge your credit account for payment upon receipt of your order unless delivery cannot be fulfilled within 30 days. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.
- Privacy & Security
- We will not pass on any information you provide to third parties. We do not hold any records of credit card or Paypal information - this is all handled outside of our site.
- This website holds no payment information such as credit card details. These are all handled via authorised third-party software provided by Protx, Paypal, etc. SSL is used on this website to secure the account and checkout section of the website, meaning your personal details are protected. You will see a padlock symbol when you are within the secure area.
- Refunds
- Due to the nature of the product no refunds are available once you have downloaded the software. If for any reason you find that the extension is not suitable then please email us at sales and we will work with you to find the best solution.
- If you are in any doubt as to whether the software will suit your needs then please contact us prior to purchase and either a demo will be made available for you to test against, or we will advise on suitability.
- Support & Upgrades
- All extension purchases include a free support package (Bronze) which includes bug fixes, wiki support, support forum access and free upgrades for 1 year on Magento version 1.x with 30 minutes of post-sale support. We also have a Silver support package which includes an example csv (rates table) and 1.5 hours post sales support - 70 GBP (approximately 85EUR, 115USD). For a more tailored end to end support service please look at our Gold package which includes requirements analysis & advice, configuration and 4 hours post sale support - 300 GBP (approximately 355EUR, 485USD). A member of our team can advise you on which package is most appropriate to your needs.
- In certain circumstances we can also offer an hourly consulting service (e.g. to investigate a problem). If this is the agreed approach, a skilled Magento practictioner will estimate time required in advance (also depending on urgency of the problem) and will track time taken to resolve. This cost is 70 GBP / hour.
- Please note that our service is of the highest available for Magento extensions but we are unable to provide it for free. Consequently, Silver and Gold package customers will be prioritised above other support queries.
- Please be assured that the support is of the highest you will see for Magento extensions.
- We do not get involved in resolving conflicts with any third-party extensions you may have installed on your site. You install our extensions at your own risk and we do not guarantee that they will work with other third-party extensions in all instances. All of our extensions are developed in accordance with Magento standards.
- Upgrades are provided for the Magento 1.x release free for a year from date of purchase. These upgrades may include enhancements in functionality, or may just be to support later Magento versions. If Magento release a new major version which is a fundamental re-write then there will be a reduced upgrade cost for those in the 1 year period. We aim to have support for new versions ready within 1 month of release.
- Viewing Orders
- If you create an account with us then you can log in and see the progress of your order.
- VAT/Tax
- From the 1st December 2010 WebShopApps has become VAT registered. This means that all UK customers and those EU customers without a VAT number will be charged the UK VAT rate of 20%. We have made the necessary changes to our website and processes to reflect this legislation. Should you require any further information about the VAT charges or guidance on what to do please see here