Refund and Support Policy

This policy describes how refunds and support work. It supplements the Terms of Sale and the End User Licence Agreement (EULA). In the event of any inconsistency, the Terms of Sale and the EULA prevail. Nothing in this policy limits your statutory rights.

1. 7-day money-back guarantee

1.1. What it covers

Every paid order is covered by the 7-day money-back guarantee: Shop, Freelancer, Agency and Founders licences, additional domains, plan changes and updates renewals. This applies to all buyers. You do not have to give a reason.

1.2. How to ask for a refund

1. Within 7 days of payment, write to [email protected].
2. Send the message from the email address used for the purchase or from the account owner's address.
3. Give the order number or the beginning of the licence key (for example PSMCP-7F3K). If you do not have them, your full name and the purchase date are enough.

That is all. We do not ask for the reason, although we are glad to hear it if you wish to share it.

1.3. What happens next

• We confirm the request by email and refund the full amount within 14 days to the payment method used for the purchase. The bank may need a few extra days to post it.
• The refund revokes the licence (or the additional domain or renewal it concerns).
• The module switches to read-only mode (like the free TellMyShop Free version) at the next licence check, usually within 24 hours TBC: plugin code. The store and the admin panel work normally.
• Changes made by Claude and approved by you stay in the store. The change history and copies of theme files stay on your server.
• You can uninstall the module or keep using it as the free TellMyShop Free version.
• Invoices are corrected with a corrective invoice.

1.4. Founders licences

A refunded Founders licence returns to the pool of 100 Founders licences. If you buy again, the current price applies; the Founders price is not guaranteed.

1.5. Fair use

The guarantee is for trying out the module in your own store. If the same customer repeatedly buys and refunds licences, we may refuse further refunds under the guarantee. Statutory rights remain unchanged. Business decision: keep or remove this point.

2. The guarantee and statutory rights

• A Consumer-like Business (a person running a sole proprietorship who buys the licence outside the scope of their profession) also has the statutory right to withdraw from the contract within 14 days. On the order page, every buyer gives the required consent to immediate delivery of the licence key and acknowledges the loss of the right of withdrawal, so this right expires when the key is delivered (Article 38(1)(13) of the Polish Consumer Rights Act; see the Terms of Sale, § 12). After the key is delivered, the right to a refund is the 7-day money-back guarantee.
• Rights for non-conformity of digital content with the contract (complaints, Terms of Sale § 14) apply independently of the guarantee and do not expire after 7 days.
• You can choose the route that suits you. You will not receive two refunds for the same order.

3. Chargebacks

• Write to us first. A refund under the guarantee is faster than a chargeback and nobody pays a dispute fee.
• Once a payment dispute is opened, the licence is suspended and the module switches to read-only mode for the duration of the dispute.
• If the dispute ends in our favour, the licence is restored. If it ends in your favour, the licence is revoked.
• If a chargeback concerns an order for which we have already refunded the money, we will provide the card issuer with the refund confirmation.

4. Support

4.1. Channels

Support languages: Polish and English.

Hours: business days, Monday to Friday, 9:00 to 17:00 Central European Time (CET/CEST), excluding statutory public holidays in Poland.

4.2. First response targets

These are targets for the first response, not for resolving the problem, and they are not a guaranteed service level (SLA). Complex matters may need several exchanges of messages. We respond to complaints within 30 days of receiving them. We handle complaints from Consumer-like Businesses within 14 days, and failure to respond within that period means the complaint is accepted (Article 7a of the Polish Consumer Rights Act).

4.3. What support covers

• installing and updating the module on PrestaShop 8.1 and newer, including 9 (and on PrestaShop 8.1 to 8.2 and 1.7.8 with PHP 7.4 in a separate package, from its release) and the plugin on WordPress 6.5 and newer, also with WooCommerce 8.0 and newer;
• licence activation, domains, staging domains and transfers;
• adding the connector in Claude and configuring the module (write switches, kill switches, employee account, limits);
• bugs in the module that we can reproduce;
• compatibility of the module with the supported versions of PrestaShop, WordPress and WooCommerce and with standard themes;
• questions about how the tools work, the scope of changes and how to undo them;
• licences, invoices and refunds.

4.4. What support does not cover

• custom development work, new features for a single store, and changes to the theme or other modules made on your behalf;
• bugs in third-party modules, plugins or themes and conflicts caused by them, beyond identifying the cause where possible;
• a WordPress plugin modified by you or by third parties (the code is licensed under the GPL, but we help with the versions we make available);
• repairing changes made after switching on the Service switch (system settings, arbitrary database rows, server files) or the Plugins or Modules switch, or outside the module;
• problems with your Claude or Anthropic account, Claude plans, limits and availability; for these matters, contact Anthropic;
• server administration, hosting, SSL and DNS;
• PrestaShop 8.0 and versions older than 1.7.8, WordPress older than 6.5, and PHP older than 8.1 (PHP 7.4 only with the separate package for PrestaShop 8.1 to 8.2 and 1.7.8);
• restoring a store without your backup.

We may perform some of this work for a fee under a separate agreement. Business decision.

4.5. Support after the updates period ends

• Email support is available during the updates period (12 months from purchase, lifetime for Founders). After it ends, renew updates to use support again.
• Without renewal, we still answer questions about licences, invoices, refunds and statutory complaints.
• We inform all licence holders by email about critical security issues, including those whose updates period has ended, and where possible describe a workaround. Business decision: whether critical security fixes are made available free of charge to everyone. Recommendation: yes.

5. Before you write: quick checks

1. Is the module on the latest version available to you? (Admin panel, module configuration page.)
2. Is the licence status on the module configuration page "active"?
3. Is the required write switch switched on (Theme and Plugins switch off automatically after 24 hours, and Service after 3 hours), and does the employee account Claude acts as have the appropriate permissions?
4. Is the store reachable from the internet over HTTPS (for Claude.ai)?
5. Has the hourly call limit or the theme write limit (20 per hour) been reached?

The documentation includes a troubleshooting page: https://tellmyshop.com/docs/troubleshooting TBC.

6. Bug report checklist

Please include:

• the beginning of the licence key or the order number;
• the store address (or "local copy");
• the PrestaShop, PHP and module versions;
• the theme name and version;
• the Claude client: Claude.ai (browser, desktop or mobile app), Claude Desktop or Claude Code;
• the tool that failed, if you know it (for example ps_update_product_content);
• the instruction given to Claude, the expected result and what actually happened;
• the exact error message and a screenshot of the preview or the error;
• relevant entries from the PrestaShop logs (Advanced Parameters > Logs) and the server error log;
• whether the error also occurs on a staging copy;
• recently installed or updated modules.

Personal data: mask customer data in logs and screenshots. If we need data containing personal data, the Data Processing Agreement applies, and we delete the data within 30 days of closing the ticket. Never send passwords by email; if temporary access is needed, we will first agree a secure method.

7. Feature requests

Send them to [email protected] with the subject "Feature request". We read all of them, but we do not promise to implement each one.

8. Reporting security vulnerabilities

If you find a security vulnerability in the module, the licence server or the website:

1. Write to [email protected]. Do not report vulnerabilities publicly. TBC: PGP key and the /.well-known/security.txt file.
2. Describe the problem, the affected versions, the steps to reproduce it and the possible impact.
3. Test only on your own installation. Do not access, change or delete other people's data, and do not test other people's stores.

For our part, we will:

• acknowledge receipt of the report within 3 business days;
• keep you informed about the progress of the fix;
• agree a disclosure date with you, usually no later than 90 days after the report;
• name you in the release notes, if you wish.

We will not take legal action against good-faith research carried out in accordance with these rules. We do not currently run a paid bug bounty programme. LAWYER: confirm the wording of the "safe harbour" clause.

---

PrestaShop is a registered trademark of PrestaShop SA. WordPress is a trademark of the WordPress Foundation. WooCommerce is a trademark of Automattic Inc. Claude is a trademark of Anthropic. TellMyShop is not affiliated with any of these entities.