These Terms of Service (the “Agreement”) set forth the terms and conditions that apply to your access and use of the internet website owned and operated by FirePlugins LP. This Agreement is legally binding between you, the person using this Site, and FirePlugins. Terms such as “we,” “our” and “us” refer to FirePlugins.
FirePlugins software is divided into free-of-charge software that requires a free account and for-a-fee software available only to subscribers. Access to the former is provided to logged-in users. The latter are provided only to qualifying subscribers, if they are logged in, and only for the term of their subscription.
As a member, you are granted an inalienable right to own and continue to use all our software that you have downloaded from FirePlugins, even after your subscription expires or is canceled. Whether you are a paid member or not, all our software will continue to function “as is” regardless of if your subscription expires. However, if you are a paid member and your subscription expires you will not be able to download it again (even a version you had already downloaded in the past), download / install updates, or request support for it.
Updates are released often for compatibility, bug fixes, feature upgrades, and additions. Updates for the for-a-fee software are only available to customers who have an active subscription with FirePlugins.
We are committed to doing our best to ensure that all of our products and services are compatible with the latest versions of WordPress within 24 hours of any release. We can give no guarantee that our software will work with older versions of WordPress, though we will work to support backward compatibility whenever reasonably possible. Moreover, we cannot guarantee that our software is error-free. The implication is that if you keep on using an older version without updating it there will come a time when it will no longer work correctly or at all, either in parts or in full. Having a current subscription and installing updates is really the only way to ensure reasonable, continued operation of the software.
Using our software on your clients’ sites
Our software and licensing were made with website agencies and freelance site developers in mind. We try to keep your costs low and predictable and give you flexibility. To this end, you are permitted to install our software (including for-a-fee software) on as many sites, domains, or servers as you please without additional charges.
Additionally, if the end-user who will be using our software is not you, you must state the following three points to the end-users (typically, your clients):
- The end users are not clients of FirePlugins.
- All requests for support and updates must go through you.
- If they would rather receive support and updates from us directly they can always purchase a subscription directly from us.
Fair use software policy
FirePlugins believes in software Freedom and strives to provide low-cost, high-quality services surrounding our software. In order to keep the costs low, without placing artificial restrictions, we have a fair use policy in place. The software support is provided to a limited number of domains depending on your subscription plan. This restriction is in place to deter cases of abuse, like a hosting provider buying a single subscription, installing the software on all of his clients’ sites, and then overflowing our support services with its client’s requests. If such behavior is detected, we regret to inform you that we will immediately terminate the user account without a refund.
Payments & Subscriptions
FirePlugins paid services such as the for-a-fee software service requires an active paid subscription. By using a paid service, you agree to pay the specified fees, which we’ll charge you for in regular intervals (such as monthly or annually), on a pre-pay basis until you cancel, which you can do at any time on your account overview page or by contacting support.
To ensure uninterrupted service, our paid services are automatically renewed. This means that unless you cancel a subscription before the end of the subscription period, it will automatically renew, and you authorize us to invoice you or use any payment mechanism we have on record for you to collect the then-applicable subscription fee (as well as any taxes). Your paid services are renewed for the same interval of time.
If you choose to cancel your subscription, your subscription will remain active until the end of your current billing cycle.
If your payment fails or paid services are otherwise not paid for on time, we may immediately cancel or revoke your access to the paid services.
We reserve the right to refuse service or cancel your subscription and revoke subscription access with a prorated refund for any reason we deem appropriate.
We may change our fees at any time. When applicable, we may give you advance notice of the fee changes. If you don’t agree with the fee changes, you can cancel your Paid Service.
All prices listed, fees, charges, and refunds are issued in EUR. We make no guarantees as to the exchange rate between any currencies, or that the exchange rate will remain unchanged during any period of time. The cost of paid services may increase or decrease over a given period of time depending on the currency you choose to pay with and the specific exchange rate at that time. Refunds are likewise issued in EUR and are subject to exchange rate volatility. There will be no additional refunds or credits issued in consideration of current or eventual exchange rates. You are responsible for any currency exchange taxes, fees, or other costs that may incur by making a purchase of our paid services.
FirePlugins provides a reasonable level of technical and end-user support via e-mail in the form of tickets filled using explicitly the support form on the FirePlugins site. Support is provided unconditionally to anyone regardless you are a paid member or not. However, support for paid services such as the for-a-fee software is provided to qualifying subscribers only.
Our working hours are posted on the Support page of our site, towards the bottom part of the page. In most cases, you can file a ticket outside our working hours but you should have no reasonable expectation to receive a reply outside of them. Kindly keep in mind that your support requests are answered by the same developers who write and maintain the software. This means that you get accurate replies to your requests by the most qualified people to answer them, resulting in a solution you can apply, at the expense of response time. We consider it far better than getting a nearly immediate but low-quality reply which does not resolve your issue. If you wish to get an immediate response please search our Troubleshooter documentation. This is the same resource a non-developer support technician would use.
We will do our utmost to support anything WordPress-related, however, some requests may require complex or custom work that is beyond the scope of what we can reasonably provide. We reserve the right to determine which requests and levels of support that we can and can’t provide.
You may grant our support team access to your sites in order to troubleshoot and resolve problems. It is your responsibility to always obtain a backup of your site prior to requesting support or granting access to support staff. Further, you take full responsibility for lost content or any downtime as a result of support – both on staging and production sites. We strongly recommend that troubleshooting take place on staging environments first whenever possible.
In order to receive support for any service, you must be using the most recent version of our products, WordPress, and any other theme or plugin utilized on your site. FirePlugins makes no guarantees and cannot provide support to anyone using outdated or otherwise altered versions of our products.
If you are experiencing a technical issue, before requesting a refund, let our support team help resolve the issue by submitting your request here.
Compliance with EU directives, you are entitled to 30 calendar days of a cool-off period. If within those 30 calendar days you are not satisfied with our service and you have not requested support for the for-a-fee software, we will be happy to provide a full refund of your purchase, no questions asked. If you have already requested support, you might be eligible for a partial refund.
To request your refund, use the contact page, tell us what product you want to return and your order number. We would also love to receive the reason you are requesting a refund and any other feedback that could help us improve our product and business.
Refunds are processed by the same payment processor you used to subscribe and it’s only issued to the same email address & account that was used originally to make the purchase. Refunds are issued up to 7 business days after they are requested. The actual date of receiving the refund depends on the payment processor and the method of payment. Usually, refunds via PayPal are credited within a few hours, and refunds through a credit card company may take up to two months. This period of time is outside our control.
When a refund is rejected
We reserve the right to refuse refunds if there’s any abuse in our refund policy detected. This is to protect you as the consumer and ourselves. Below you can find the abusive circumstances.
Your refund request was made after 30 days of your purchase
Reason: As indicated, our money-back guarantee is strictly valid only for 30 days.
Refunds are strictly only applicable to new purchases
Reason: If you are already using our product and decide to renew or upgrade, we believe that you are already satisfied with the product. Renewals are considered a continuation of your previous subscription, as a result, they are not eligible for a refund.
You have previously initiated a refund request before regardless if it is the same or a different account.
Reason: It is pretty clear that you are trying to violate our refund policy.
You have previously requested to switch your subscription over to another product.
Reason: If you’ve mistakenly bought the wrong product and you’ve requested to switch over to the correct one, you’re not eligible for a refund as it’s pretty clear that you are trying to violate our refund policy.
You have requested support
If you used our support service and you requested support for the for-a-fee software you’ve subscribed for, you are not eligible for a full refund but you may be eligible for a partial refund.
Performance of the support service begins at the exact time you submit a support ticket or a reply to an existing support ticket. Pre-sales requests, invoicing / transaction questions, user account (logging in) questions, and communication through e-mail or the contact page does not count towards the performance of the software support service. These are communications provided outside the scope of the software support service.
Partial refunds are calculated as follows.
- VAT is non-refundable and removed from the amount of money you paid. The price you paid minus the VAT is called hereafter “net value”. If you didn’t pay for VAT (i.e. you are a non-EU subscriber or a VIES-registered business in the EU) the total sum you paid is to be considered the “net value”.
- The amount of 10€ is subtracted from the net value for each support ticket we answered during your subscription term, irrespective of the number of posts and/or outcome of your request.
- The number of full months remaining in your subscription is then multiplied by this result and divided by 12. That’s the amount of your refund.
- If the refund amount is negative, no refund is given and no further charge is requested either.
In any case, Do not file a dispute with the payment processing company; it will only delay the process up to three months and may result in the termination of your subscription in some cases.
This refund policy can be updated at any time, without prior notice, and is applicable immediately and retroactively for all subscriptions and subscribers. It is considered an integral part of our Terms of Service and its acceptance is mandatory for all users.