| Support Policy |
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| Technical support is often provided 7 days a week, 24 hours a day, excluding holidays. However, we guarantee support representatives to be available in our helpdesk Mon-Fri, 9am - 5pm PST. Support provided outside normal business hours is provided by representatives volunteering their own time during non-business hours. We are located in the United States (Southern California) and only provide technical support in English. |
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| Telephone Support |
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| Telephone support is available but before technical support is provided via telephone, a support ticket must be opened. If the representative is unable to resolve the issue via support ticket, he or she will escalate the ticket to telephone support and will provide the customer with their direct toll-free line to call for further assistance. Telephone technical support is only available during office hours which are Mon-Fri, 9am - 5pm PST. |
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| Refund Policy |
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| Refunds are based on software failure, not server issues or lack of features. Refunds cannot be issued in cases where your server does not have the required versions of MySQL or PHP properly installed. If the product you purchased is to be integrated with another product from our automatic integration routines (such as a shopping cart) and fails to function properly, a refund will be granted. If the product purchased is to be integrated with your own (custom/manual cart), a refund will not be granted based on integration issues. |
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| Refunds are provided only after a support team member has assisted with your installation or has verified the product was properly installed. This may or may not include logging into your site to check your settings and to make any necessary adjustments to our software configuration files. |
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| iDevDirect.com L.L.C. will determine if a refund is necessary based on individual situations. Refunds are not available after 30 days from the purchase date. |
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| We encourage you to ask as many pre-sales questions you like using our helpdesk system or live help system. We also encourage you to try the installation yourself first. If you can't get things working properly, we offer installation services for all products. Please do not make a purchase with us unless you feel confident our product provides the correct solution you are looking for and unless you feel confident you can correctly implement our software (if no installation was purchased). |
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| Download Period and Upgrades |
| With your purchase of your product you receive 1 year of free download and upgrade service. When downloading your product for the first time, be sure to save the download in a safe place. If you need a download and your 1 year of free download service has expired you'll need to purchase the download/upgrade service which is $89.99 for an additional 1 year of service. If your download period has expired, we cannot send you a download of your original purchase. |
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| Unauthorized Resale of Products |
| iDevDirect.com L.L.C. does not allow the unauthorized resale of products and will pursue any means necessary to prevent it. This includes contact from an attorney, an abuse report to your web host and charges filed with local authorities, the Federal Bureau of Investigations (FBI) and the Federal Trade Commission (FTC). It is a Federal crime to illegally resell software on the Internet. Our products are protected under copyright in the U.S.A. |
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| iDevDirect.com L.L.C. Liability |
| In no event shall iDevDirect L.L.C. (or it's employees) be held liable for any direct, indirect, consequential, special and exemplary damages, or any damages whatsoever, stemming from the use or performance of any information, products and services provided through this web site, even if this web site has been advised of the possibility of such damages. Although iDevDirect L.L.C. does its best to maintain the information, products and services it offers on the Website, it cannot be held responsible for any mistakes, faults, lost profits or other consequential damages arising from the use of iDevDirect L.L.C. products. |
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| Email Privacy |
| If you wish to subscribe to our mailing list, we require your email address. We never sell our database and we never make your personal information public, ever. As a Newsletter Member, we offer an opt-in/out feature. As a customer, you will automatically be added to our customer mailing list but we rarely send emails to customers. |
