By signing up for any Zetya service or purchasing any of our products you are agreeing to be bound by the following terms and conditions.
Zetya provides support via our Help Desk, which includes forums and a ticketing system for questions/issues around the installation of our products and setting up the file using the existing settings. If you require support to customize our products, please send a request to email@example.com. We reserve the right to limit our no charge support to 1 hour per customer.
Our main support hours are Monday to Friday from 9 am-5 pm Australian Eastern Standard Time. We try and respond to support tickets within one to three business days although in busy periods or with a complex issue it may be longer.
We do not provide phone support. Our online support system allows us access to your website, account activity, system details, and other information so we can troubleshoot effectively, as well as keeping detailed records about your issue in one place. Additionally, building a site can require complex information and detailed instructions that can be difficult to explain over the phone without screenshots. Finally, it's faster. We can quickly get to the bottom of your questions without putting you on hold.
We treat our customers politely and with respect and request the same in return. We have a zero tolerance policy for any user using hateful or abusive language. Constructive criticism or feature enhancements are welcome, but making derogatory comments about our service or apps is not. We reserve the right to refuse to provide service or support to anyone at any time due to the use of inappropriate language, defamatory statements, malicious reviews or any other objectionable behaviour.
Shopify Admin Access
If we require access to your store we will request that a staff account be created using our support email address.
At no time will we ask for your Shopify admin login credentials. Our policy is to only use our support email to access your Shopify store so we can not, and will not, use your Shopify admin credentials.
Quotes are valid for 30 days from the date quoted. All quotes are in USD unless stated otherwise. We reserve the right to change or modify a quote at any point prior to the work being delivered.
We provide a 3 month warranty period for customization code provided it hasn't changed significantly. This means if you find a bug in the code we've created for you we'll fix it at no cost, however if you've changed the theme/code we may not be able to help.
App billing is done monthly via the Shopify invoice process. App installation and customization are billed via PayPal. Payment is required in advance of any work being performed. We reserve the right to refuse to provide service to any shop if an account is past due.
We will accept return requests within 24 hours of purchase. At our discretion, we may decline the return or charge you a fee if significant support has been provided. App installation or customization fees are non-refundable.
Zetya's support for apps includes answering installation questions and providing information about how to customize the theme or app to meet requirements. We provide support for one theme per shop or customer. Please note we do not provide customization services as part of support.
We also offer an installation service for all of our apps. The fee varies depending on the app selected. All fees quoted are in USD. Please refer to the individual app for installation pricing. App installation includes the addition of the app to the store and to a single theme.
For BookThatApp installations, the install includes a single type of booking form and a standard cart. Additional forms, Quick View and Ajax Add to Cart will incur additional fees. Installs do not include app or product configuration. Once installed, installations are non-refundable. Troubleshooting another app or theme that conflicts with Zetya apps is not covered under our no charge support.
While we rarely have server issues that result in downtime, short lapses in service can happen. When an outage occurs, we do our best to minimize the amount of time the app is down. Follow us at @zetya_apps to be notified of any outages.
Please let us know as soon as possible if you discover a bug within any of our products. Any major bugs will be corrected as soon as possible. We will also try to provide a solution via the forum for smaller bugs that may come up and these fixes will also be included when we update the product.
Limitation of Liability
Please refer to the Shopify terms of service (Liability item 2), which covers liability for partner activity and services. In addition, you expressly understand and agree that Zetya shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use of or inability to use any of our Apps.