As a growing WordPress software company we find it critical to maintain a clear understanding with our members as to our core policies regarding product sales and support. Below is a clear and concise explanation of our policies to help you better understand how our company operates.
Here at CobaltApps.com we believe that providing our members with the best WordPress software possible and backing those products up with solid support, resources and future development is far more important than haggling over prices. We sell our software on value, not price, and we decided early on to keep it that way.
So you will rarely ever see any kind of “Sale Price” for our products nor will we negotiate “special offers” or discounts. The current price is the current price.
We fully support our products for our members and strive to do so in a timely fashion. So it’s critical we do our absolute best to clearly define what we mean by “product support”.
Here are some examples of what we consider “product support” inquiries:
- Help installing the software
- Explanation of how to properly use the software (i.e.. how to make it do what it is advertised to do)
- Addressing potential bugs in the software
- Help resolving situations where the software is possibly involved in causing an error or site malfunction of some kind
- Sharing feedback to help make the software better
Yet, site customization assistance is often times requested and even expected from those who purchase WordPress software. Yet customization inquiries push past our boundaries of “product support”.
The customization time spent helping members one-on-one with site customization could instead be spent updating our knowledgebase with similar customization tutorials that could help hundreds of members. We strive to provide resources that go above and beyond the core “product support” explained above, we just can’t dedicate our time to doing so on an individual member basis. Though one-on-one customization assistance may benefit that particular member, it ultimately takes away from the resources we are able to provide the membership community as a whole.
Here are some examples of “site customization assistance”:
- Helping make a site, using our product, look like another site (i.e.. “Here’s a link, now how do I make my site look like that one?”)
- Providing custom code
- Implementing some 3rd party tool/plugin/tweak
- Help with anything beyond installation, updates, setup, general use and bug fixes
By restricting the kind of one-on-one support we provide, we are able to free up more time to build up the resources we provide, more time to make our products better and more time to connect with our community on a larger scale in the community forums and social media.
To be clear, it is not our goal to provide limited support, but instead it’s our ambition to offer the best overall user experience possible. We’ve seen the negative effects in the past of trying to please the individual while potentially neglecting the community as a whole. Our passion to support our members is stronger than ever, thanks in part to it being much more refined and focused.
Support and updates will only be provided for products with a valid and active license for one year after the purchase date. After that year is up the license must be renewed in order to continue receiving support and updates. Please note, however, that the product will continue to work without an active license as it is only support and updates which are affected by the state of the current product license. Also note that support will only be provided for the actual Cobalt Apps member.
If you purchase a Cobalt Apps product license and later decide that you’d like to upgrade to a license with more site activations, then simply login to your “My Account” page and click on the “View Licenses” link at the top-right of the page, and then click the “View Upgrades” link to the right of the appropriate product. From there you can choose the appropriate upgrade and you will then be taken to the purchase page. Please note that with license upgrades you only pay the difference. This means that the price you paid for your current license will be deducted from the price of the new license.
For Manual Renewals: Shortly before your license is set to expire you will receive an email notifying you that it is time to renew, providing you with a link to do so. When you are on the cart page on CobaltApps.com you will see a link that says “Click to renew an existing license”. You will then click that and paste in the license key you’re renewing (this may already be done for you if you have clicked on the link in your renewal notice email).
For Auto-Renewals: All purchases, upgrades, and renewals will be subscribed to yearly auto-renewals unless canceled. This means that each year after the original purchase, upgrade, or renewal was made your license will be auto-renewed using the same payment method you used for your original purchase. Please note that the auto-renewal price will be the same as the original purchase price, regardless of what the price is at the time of the renewal. Essentially, you’re “locked-in” to that original purchase price until the subscription is canceled.
We proudly back all of our products, so if you have any problems getting one of them to work as they should, we will be happy to provide a full refund within 30 days of the original purchase date. After 30 days, however, no refunds will be given. Before a refund will be granted you must allow us to try and help solve any problem you’re having by contacting our support team through the contact form in your “My Account” page. Please note, however, that refunds will not be granted if you simply decide not to use the purchased product. We stand behind our products and will assist you in solving any problem you have with regard to getting the product to work as it should, but we also expect you to adequately understand what you are purchasing and why. (No refunds will be issued for license upgrades or renewals.)
The Purpose Of Precise Policies
We strive to keep all things clear and concise. We believe our time is better spent making progress and supporting our community as a whole, not haggling over pricing, arguing over the possibility of stretching the rules “just this once”, or walking an individual member through the process of customizing their website. By making our policies as black and white as possible we hope to remove any of those nasty gray areas that tend to deplete companies of their otherwise productive operations.
So though these policies layout what we will and will not do, their purpose is to allow us to more effectively deliver an amazing value to our members without sacrificing on quality.
Quality software, quality support & resources and a quality community.
Our goal is to promise what we know we can provide and then do everything in our power to exceed our member’s expectations.