Terms and Conditions

Copyright

 

WeltPixel is the copyright holder of all software sold on this site. The copying, redistribution, use or publication by you of any products without WeltPixel’s permission, is strictly prohibited. You are not allowed to use any part of our code in whole or part of any other software or product or website.

License

 

By purchasing a WeltPixel product:

  • Customer will receive source code open 100%.
  • This Agreement gives you the right to use only one copy of the Software on one Magento installation solely for your own personal or business use, subject to all other terms of this Agreement. A separate License should be purchased for each new Software installation. Any distribution of the Software without our consent, including noncommercial distribution is regarded as violation of this Agreement and entails liability, according to the current law.

  • You may not give, sell, distribute, sub-license, rent, lease or lend any portion of the Software or Documentation to anyone. You may not place the Software on a server so that it is accessible via a public network such as the Internet for distribution purposes. WeltPixel will not be liable to you for any damages (including any loss of profits/saving, or incidental or consequential) caused to you, your information and your business arising out of the use or inability to use this Software.
  • WeltPixel is not liable for prosecution arising from use of the Software against law or for any illegal use.
  • WeltPixel reserves the right to change this license agreement at any time and impose its clauses at any given time.
  • WeltPixel Software is designed to work with a specific Magento edition. Customer can't use Software with on any other Magento edition except the one specified during the purchase process. WeltPixel does not provide with extension support in case of incorrect edition usage.
  • You are allowed to customize our products to fit with your using purpose.

Product Updates

 

WeltPixel does upgrade regularly to meet new requests from customers or make our products work with latest versions of Magento. Customers who purchased a product from WeltPixel store will get the updated versions by logging in our store under My account > My Downloadable Products.

Product updates are free of charge in the first 90 days after purchase. For continuous access to latest releases additional support services must be purchased.

Support and Bug fixing

 

WeltPixel provides regular product updates that contain adding new features, fixes for reported issues and compatibility with latest Magento releases.

WeltPixel offers free 90 days support for all software sold on this site. Customers can report bugs found in provided software. WeltPixel will solve reported bugs according to internal development plan.

WeltPixel can’t solve any possible issues with provided software, and will first focus on issues reported by majority.

Upgrade services for WeltPixel software are not included in product support. Product upgrades can be done by WeltPixel Certified Magento Developers via custom development services or by the client following product guidelines.

WeltPixel provide software related support only via weltpixel.com Support Portal.

WeltPixel can limit the support offered for it's products if client hosting services are not meeting Magento minimum requirements.

Once the support period is over, it is possible to prolong it for additional fee.


Small tips

  • Please, make sure that you’ve studied the product manual and referred to the knowledgebase before submitting a support ticket.
  • We recommend you to provide your site URL, Magento, SSH and FTP accesses when submitting a technical support ticket. This makes us easier to resolve your problem as soon as possible
  • We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your Magento admin, SSH and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.

Support Hours

  • Support requests are being processed on business days from 6AM to 3PM (GMT 0.0) in the order they were received. Please note that most of them are handled within 24h – 48h, but sometimes (in very rare and complicated cases) you will have to wait 5-7 business days for our response.

Extent of Our Support

  • We only cover support for our themes and extensions, and cannot provide general support on Magento or third-party plugins.
  • We understand that there is a fine line between what is considered to be support and customization.
  • Though we will try to help you with any type of requests (including customization that requires only a couple lines of code changing), you must understand that we cannot provide extensive help in terms of modifications.
  • Moreover, technical support will always take priority over modification/customization requests.

What We Can’t Help You With

  • Magento general support/how to's (please, use Magento forums for that).
  • Complex individual server-side issues.
  • Third-party plugins and any other things that are not related to our products directly
  • Free new features implementation and extending themes functionality
  • Free themes modifications and customization.
  • All custom developments requests must be submitted here

Support Abuse

  • We have always provided timely, efficient and Premium Class Customer Support. But it is clear that some people abuse this service. Put time and thought into what you would like to inquire and do not ask every question that comes to mind without trying to find the answer.
  • Please do not request for complex customization. You can consider using our custom development services instead.
  • Remember, we do our best to help! So, please, do not offence or threaten our staff if we are not able to provide modifications you are requesting.

Refund policy

 

Refund claims can be satisfied only if the Product is not as described, is broken or is corrupt. The deadline for a Buyer making any refund claim is 30 calendar days after purchase.


Item is "not as described"

  • An item is "not as described" if it is materially different from the item description or preview. If it turns out the item is "not as described" you will be entitled to a refund.

Item doesn't work the way it should

  • If an item doesn't work the way it should and can't easily be fixed you are entitled to a refund of the item. This includes situations where the item has a problem that would have stopped you from buying it if you'd known about the problem in the first place. If the item can be fixed, then WeltPixel is required to do so promptly by updating the item otherwise you are entitled to a refund of that item.
  • Error messages could be related to an incorrect setup, configuration or software and as a result the item is not working.

Item has a security vulnerability

  • If an item doesn't work the way it should and can't easily be fixed you are entitled to a refund of the item. This includes situations where the item has a problem that would have stopped you from buying it if you'd known about the problem in the first place. If the item can be fixed, then WeltPixel is required to do so promptly by updating the item otherwise you are entitled to a refund of that item.
  • If request for refund is received after 30 days after purchase, it will be rejected. Cost of installation and customization services are not refundable.

Are services refundable?

No, we cannot refund any services because we incur a cost to perform the service.

 

To request refund, customer must remove all copies of our software from its store, servers, computers, email, etc and confirm by email such removal. After receiving a request we will process the refund within 7 business days.

Changes to this privacy policy

 

Please note that these Terms and Conditions may change from time to time. WeltPixel reserves the right to modify these Terms and Conditions at any time. Regardless, we will post any Terms and Conditions changes on this page and, if the changes are significant, we will provide a more prominent notice.

Invoices

 

Weltpixel will deliver the invoice for the purchased goods or services via email.