Subscription terms & Conditions

Helpdesk Support

Each subscription plan gives unlimited access to the te-webdesign support service. Here you can ask for help, inform us of any bugs in our software and make requests for future features. Our response time is quick, normally within 24 - 48hrs, except for 6 weeks of 'slow' time each year during the holiday season.

Video tutorials

With any of the subscription plans you gain access to our growing collection of video tutorials covering details such as basic set up through to some template adaptation.

License information

All extensions are released under a GNU/GPL Version 3 license. This means that you are allowed to alter the code after download at your own convenience. If you are able to use the Joomla one click updater you will continue to receive access to the bugfix updates to commercial downloads through this area of your site even after you support subscription has run out.

Members downloads

An added benefit of any subscription plan is access to the members only files in the download area. Here you can download a selection of the store templates and additions, but at no additional cost.

Helpdesk rules

Please check the docs section for any help before submitting a ticket.

In order to help us to help you, when posting bug reports or queries, please include as much detail as possible, including:

- name of the extension
- version of the extension,
- what view you were on,
- what task you were trying to perform,
- any error messages you encountered,
- step by step instructions to reproduce if possible.

Refunds

We want to make clear our refund policy to save any confusion.

All sales of software are final and no refunds will be given. As all of these products are delivered instantly once payment is received it is impossible for you to return them to use for a refund. As the 'Fulcrum Support' subscription is a download entitlement as well as a support service this will be included within the above statement.

If you find a bug in our software, you can report it by submitting ticket and we will fix it in the next version. Finding a bug is not a reason to request a refund.

We do not issue refunds if:

  • You change your mind
  • You choose not to use the product
  • You subscribe to "Fulcrum Support" with free downloads of templates.

We do understand, however, that every server and hardware environment is different and it is impossible for us to test the software on them all. Therefore if you are unable to get our software up and running on your server in the first 30 days after purchasing the software, or Fulcrum Support subscription then please contact us and we will do everything within our knowledge and experience to get our software to work on your server.

If we fail to achieve this we will happily give you a refund or exchange the product for a new product. You will need to provide us with full access to your FTP, MySQL and Joomla Admin consoles in order for us to debug and install the software, if you can't give us this access then we will not be able to give you a refund for any downloads purchased, but cannot give you a refund for the 'Fulcrum Support' subscription as this will be used to pay for the support you have received..

Custom work

All custom work is quoted on a job by job basis after the submission of a detailed job description. If the total cost is less than £50 we require the full payment up front. If the work is more than £50 we require 50% upfront and the rest on satisfactory completion of the work.

If there is any additional work required that wasn't submitted in the original quote request we reserve the right to adjust the final price accordingly and will notify the customer of this before that work is completed.