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Smackcoders Refund Policy

Smackcoders offers a money-back guarantee strictly under the terms mentioned here. Users are advised to read and understand our policy before purchasing to have a smooth experience.

Before making the purchase

  • Making a purchase as trial is not allowed in any case and such refund claims are not entertained. We strongly advise you to use our demo and trial option to test the features before making the purchase. Even our free product (if available) can used to understand the basic working principles.
  • The product may need minimum knowledge, understanding, and training for expected results. Kindly plan your purchase well ahead and avoid last-minute decisions.
  • Ensure to verify the product page, minimum requirements checklist like version compatibilities, supported features, 3rd party plugin and their addons which can be accessed from product and related pages
  • Kindly note that a refund is too costly for us. So contact our presale support before the purchase, if you have any special request or a technical clarification

This will save a lot of time for both of us. For any questions or clarifications on the above contact our support

Before claiming a refund

If you are experiencing any issues contact our support to seek assistance. In most cases, we can assist you with a working solution as issues may differ from person to person. You have 30-days from the date of purchase to claim for a refund, so try to resolve issues at the first case.

How to create support

You can create a support ticket from the inbuilt support form from the product or simply email the issues in detail to [email protected] You will get an email acknowledgment with link details of the ticket created. You can reply to the email or log in to our support desk powered by Freshdesk to keep the ticket thread updated. For timely and effective support we always suggest below

  • Check our FAQ, documentation, and knowledge base for any available solutions
  • Try to explain and add detailed information about your issue
  • Add several snapshots, hosting details, and a sample of source files
  • You can also refer to the documentation link and sample file details which you verified
  • Add a mode of communication for fast and effective support

Note that the L1 Support Agents are your point of contact who are non-technical experts. They can assist you with known solutions, if required will get your ticket assigned to a technical support person, and keep the communication updated between you and the technical support team. And the solution and timeline may differ from case to case based on the complication involved.

About the Products and Licenses

Primarily there are 2 types of products available.

1. WordPress Products

If you are experiencing any issues contact our support to seek assistance. In most cases, we can assist you with a working solution as issues may differ from person to person.

2. CRM Products

It is mentioned in all possible ways that our "CRM & HRM extensions are licensed for a single domain, ionCube protected, and comes with 1 Year FREE Support & Upgrade".

The refund policy and the processing may differ between these two types of products as we offer different presale solutions for WordPress and CRM products to make sure the product serves your purpose.

2.1 About Product Upgradation

After 1 year, the support and software upgrades will expire, still, you can use the software license for a lifetime. To claim the latest upgraded product and support, you need to pay 20% of the product cost.

2.2 Regarding ionCube

Kindly confirm that your hosting supports ionCube loaders, the version, and method, or get support to enable it for your account before the purchase. A refund claim due to not being able to use ionCube is not eligible as the product can be used by simply changing the host.

The refund will be provided if it satisfies one or more of the following

The product is not performing in the way it should be or "not as described"

If the product doesn’t work in your instance we can always support you to fix the issue, kindly cooperate with our agents with the requested information for a timely resolution,

Note:

Our products are tested only in a standard environment and listed as supported 3rd party products and supported for the same. There may be conflicts due to customization, unknown 3rd party products, etc. which should be resolved from your side.

The product is "not as described"

  • Cross-check our product description, documentation, feature comparison checklist, etc. before claiming a refund.

We keep updating them frequently based on our development, testing, and support experience. Features that are not listed as supported by the product are not supported by default. If the features mentioned as supported do not work as expected we can always assist you to make it work for you. Otherwise, it is eligible for a refund.

In the case of CSV importer plugin editions, users should take responsibility for the source file if it is not exported by our product. Source files like CSV or XML which have validation or such errors are not supported. We can always help you in fixing errors and format, but to make it compatible you should follow the relevant sample/example files.

Product support is promised but not provided

We are committed to supporting all our valuable customers to solve any product-related issues under certain terms as explained further. It is clear that our support is limited to our product features as mentioned and promised on our website. We cannot guarantee a solution/support for any issues arising out of our products.

Issues that are not covered are like

  • Environmental issues, server-side restrictions & hosting issues
  • In certain localhost environments
  • License validation or fatal errors to missing ioncube loaders
  • Conflict because of any customizations,
  • Issues/warnings due to other installed plugins/module
  • Source files issues like poorly formatted CSV files, validation errors, etc.
  • No proper access as requested to debug the instance (if possible) or
  • Not agree to work in a common test instance (if you don't have one we can create it) to reproduce the issues for a solution

In the above cases, we can try to help you achieve the goal without breaking the above policy based on your cooperation.

The product has a security vulnerability

If the product contains a security vulnerability (rare cases) it can be fixed/patched by updating the product. Otherwise, it is eligible for a refund.

is buggy, or not resolved in time

If the product is buggy and our technical support cannot resolve the issues even after proper access to the development environment to test the case, the refund can be eligible after confirming the same with the Smackcoders developer team.

A refund is not eligible for

Developer Edition.

  • A product you buy works well as defined and is not a buggy one.
  • If the reason is that the product is not fit for your needs. All product information & features are available in detail on our website and any questions should be clarified before the purchase.
  • If the product works well as expected but it is not working for your specific need/case, even after proper support from us.
  • Due to delays because of fatal errors inactivation due to the wrong domain or PHP version provided in the order. We can reissue the licensed product but this will be processed manually. Therefore, delays such as these can’t be blamed.

The user should ensure that a reasonable time is available for product activation, support, etc., as some cases need to be solved after evaluating a complete instance. So in such cases, no deadlines can be specified for such delays as it is not a direct product issue. Anyhow, we can support you to some extent as far as the requested details are provided without any hesitation, restrictions, or delays.

We have mentioned all the details above to make sure that our customers get the benefit of a refund at the same time making sure the policy is not abused by anyone, since you are provided with the digital product license, ask for a refund and continue to use the product. We hope you agree and fully comply with our policy and would be happy to answer any queries and suggestions regarding our Terms and Policies.

Making a refund claim

Explain the issue with related tickets and support given in detail to claim the refund referring to the points above. This helps us to process the refund and keep the checklist updated for other users.

If you have any questions about our refund policy or privacy policy , please send us an email at [email protected]

*** These Terms of Service can be changed at any moment without any prior notice. We recommend you check this Agreement periodically for changes. For further inquiries, please contact the webmaster

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