phpSugar - Terms of agreement

Last updated: October 25, 2008

General terms

Your use of phpSugar's products, services and/or web site is subject to the terms of a legal agreement between the user (you) and phpSugar. As a result you agree with all of the following terms.

Products
Anyone using our products agrees to respect the Software license agreement provided with each copy of our product. Breaking the agreement will result in a void license and immediate cancelation of any existing customer benefits including updates, support and/or private access to our community.
We cannot be held responsible if you damage our product while attempting to modify it or use it for another purpose than originally intended. Customized versions of our products are not supported by our updates or by customer support.
Product updates
Product updates are free for a minimum period of 6 month depending on the product. After this period expires you will be able to extend it by paying a certain fee. This fee can represent a period of 6 or 12 months, depending on the product.
During this period of time, free customer support will also be included in the price.
Services
In order to access some services such as the private areas of our community we may require additional details about your identity as part of the registration or verification process. You agree that all the information you provide is accurate, legitimate and up to date. Additional terms apply to the verification process integrated into our community.

Orders & Refunds

Orders
When purchasing any of our products you agree to fully understand and agree to our Terms of service. We're always available for pre-purchase discussions via email and we strive to provide as much info and demos as possible to demonstrate the functionality of our products before you make the purchase. If you don't understand how our products work, please contact us first.
Instant delivery
We know that instant delivery for digital products is crucial and we're doing our best to offer this service with every order.
Orders placed via 3rdparty payment processors such as PayPal, FastSpring and Emetrix are processed automatically. However, computers and systems fail sometimes and for this reason we cannot guarantee instant delivery for each order.
The PayPal IPN in particular is known to fail sometimes and as a result orders may not process instantly. Orders placed from Unverified PayPal accounts are never processed instantly.
We do however guarantee that you will receive your product in 24 hours or less.
Refunds:
Our software is sold 'as-is' without warranties or conditions of any kind.
phpSugar does not fulfill refund requests that are not pertinent.
We are reasonable when it comes to refunds and we may refund orders that truthfully deserve to be refunded.
All refund requests must comply with the following terms in order to be taken into consideration:
1. The refund request cannot be based on change of heart.
2. The order cannot be older than 30 days.
3. The refund request cannot be made in the first 7 days of license ownership.
4. At least two support requests must be sent to our team via email first so we have the chance to fix any potential problems.
5. If the purchased product fails to function as described or as show in our online demo.
  This does NOT apply if the product was installed and tested on a local environment (Wamp, EasyPHP, etc).
6. The product must be installed and configured correctly on a hosting account that meets the product's requirements.
7. You agree in writing to waive any rights to future purchases from phpSugar and its partners.
Note: Even if a refund request complies with the terms above, we still reserve the right to reject any refund request.
We don't offer any kind of refunds for payments that represent services such as installation or upgrade services.
Fraudulent Orders
We don't tolerate any fraudulent attempts of accessing our data, products or services.
Fraudulent orders are always reported to the authorities. We perform background searches, log analysis and collaborate with the payment processors and ISP service provides. Fraudulent orders are considered felony crimes that are aggressively prosecuted in the criminal justice system. A person who is convicted of fraud may face incarceration, punitive fines, restitution, probation, community service, and other penalties.
Because of the high rate of fraud from certain countries we cannot accept customers from the following countries: Egypt, Morocco, Vietnam, Malaysia, Philippines, Thailand, Ghana, Nigeria, Macedonia and Indonesia.

Customer support & related services

We stand by our products. Each product is fully supported and our customer support is always ready to help you. Customer support is currently provided via e-mail. Our community (message board) is for customer discussions, product development and announcements.
Please don't use our message board to request support. All support requests should be sent either directly to our email address or via the 'Contact us' page.

Email Support
It represents the only way we can offer customer support. Our customer service is available throughout the business days. Customer support is not guaranteed during weekends and national holidays. If we cannot process customer support email for some unexpected reason (natural calamities, power outage, hardware upgrades, technical problems etc), we will set up an auto-responder to inform you about this.
1. Email etiquette
  (a) Emails that contain abusive or offending language will be deleted immediately.
  If you wish to receive replies from our team please use email in a civilized manner. We respect our customers and we demand an equal amount of respect in order to ensure a healthy and friendly collaboration.
  (b) Avoid at all cost sending duplicate emails. Remember that the world is round and you may live in a different time zone than us. Allow 12-24 hours to receive a reply.
2. How to request support
  (a) When emailing us for the first time please provide your customer ID.
  (b) When reporting a problem try to include screenshots or links to the problem so we can replicate it. If you experience any problems with our products, make the time to write us a multi-sentence email describing the problem in details and not a 1 sentence email. We can't guess.
  (c) We treat all our customers the same, we process the emails in the same order they arrived.
3. Service cancelation
  You waive your rights to customer support if you continue to deliberately refuse to respect our terms of service.
4. Email Privacy and Confidentiality
  We respect everyone's privacy and we expect the same in return. Emails sent by phpSugar (including their attachments) cannot be shared by the intended recipient unless stated otherwise.
5. Other
  Customer support may be free of charge for a limited or unlimited time, depending on the product. We offer a minimum of 6 months free customer support for each of our products after which you can choose to expand your access to customer support by paying a certain fee (please see the product page or contact us).
Message board (our community)
(a) Anyone can register and participate in our community.
(b) We're being very transparent about our products and services and this can be clearly seen in our forums.
(c) The forum has private areas in order to keep unwanted people from accessing sensitive data.
(d) All customers are eligible to become 'Verified Customers' which grants them access to those private areas. This right is provided only as a bonus service and it 's NOT guaranteed when you purchase our products.
(e) phpSugar reserves the right to refuse any new 'Verified Customer' submission or to cancel any existing 'Verified Customer' accounts if our license agreement or terms are not respected.

Other

phpSugar reserves the right to update its terms of service at any time. We always post the date of the last change and we invite all our customers to visit this page at least twice a year.

For any questions please contact us via email.

Thank you!

Andrew Rae
Project Manager