Refund and Support Policy

This policy explains how refunds and support work. It adds detail to the Terms of Sale and the EULA. If they conflict, the Terms of Sale and the EULA prevail. Nothing here limits your statutory rights.

1. The 30-day money-back guarantee

1.1. What it covers

Every paid order comes with our Peace-of-mind guarantee: Shop, Freelancer, Agency and Founders licences, additional domains, upgrades and Updates renewals. Consumers and businesses are covered alike. You don't have to give a reason.

1.2. How to ask for a refund

1. Within 30 days of payment, send an email to support@tellmyshop.pl.
2. Send it from the email address you used for the purchase, or from the account owner's address.
3. Include the order number or the first characters of your licence key (for example PSMCP-7F3K). If you don't have them, your name and purchase date are enough.

That's it. We don't ask why, though we're glad to hear it if you want to tell us.

1.3. What happens next

• We confirm your request by email and refund the full amount within 14 days, to the payment method you used. Your bank may need a few more days to show it.
• The refund revokes the licence (or the additional domain or renewal it concerns).
• The module switches to read-only mode (the same as the free Audit edition) at the next licence check, which normally happens within 24 hours TBC: plugin code. Your store and back office keep working.
• Changes Claude made and you approved stay in your store. The change history and theme file backups stay on your server.
• You can uninstall the module or keep using it as the free Audit edition.
• Invoices are corrected with a credit note.

1.4. Founders licences

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

1.5. Fair use

The guarantee is for trying the module in your own store. If the same customer repeatedly buys and refunds licences, we may decline further guarantee refunds. Your statutory rights remain. [Business decision: keep or remove this clause.]

2. The guarantee and your statutory rights

• If you are a consumer (or a Polish sole trader with consumer rights), you also have the statutory 14-day right of withdrawal, unless you asked for immediate delivery and acknowledged that you lose that right (see Terms of Sale, section 11). The guarantee runs for 30 days in any case, so in practice it covers the withdrawal period and more.
• Your statutory rights for digital content that does not conform with the contract (complaints, see Terms of Sale, section 13) apply independently of the guarantee and do not end after 30 days.
• You can choose whichever route suits you. You will not be refunded twice for the same order.

3. Chargebacks

• Please write to us first. A refund through the guarantee is faster than a chargeback and costs nobody a dispute fee.
• When a chargeback (payment dispute) is opened, the licence is suspended and the module switches to read-only mode while the dispute is open.
• If the dispute is closed in our favour, the licence is reactivated. If it is closed in your favour, the licence is revoked.
• If a chargeback is opened for an order that we have already refunded, we will provide the refund confirmation to the card issuer.

4. Support

4.1. Channels

Support languages: English and Polish.

Hours: business days, Monday to Friday, 9:00 to 17:00 CET/CEST, excluding Polish public holidays.

4.2. First response targets

These are targets for the first reply, not for solving the problem, and not a guaranteed service level. Complex problems may need several rounds. Complaints about non-conformity of digital content are answered within the statutory 14 days in any case.

4.3. What support covers

• installing and updating the module on PrestaShop 8.1 and newer, including 9;
• activating the licence, domains, staging domains and transfers;
• adding the connector in Claude and configuring the module (blocks, switches, employee account, limits);
• bugs in the module that we can reproduce;
• compatibility of the module with supported PrestaShop versions and standard themes;
• questions about how a tool works, what it changes and how to undo a change;
• licensing, invoices and refunds.

4.4. What support does not cover

• custom development, new features for a single store, or changes to your theme or other modules on your behalf;
• bugs in third-party modules or themes, or conflicts caused by them, beyond identifying the cause where we can;
• repairing changes made in service mode (Block 5: store files, database and PrestaShop settings) or changes made outside the module;
• problems with your Claude or Anthropic account, Claude plans, limits or availability; please contact Anthropic for these;
• server administration, hosting, SSL and DNS;
• PrestaShop 1.7 and older, and unsupported PHP versions;
• restoring a store without your own backup.

We may offer paid help for some of these through a separate agreement. [Business decision.]

4.5. Support after the Updates Period ends

• Email support is included during the Updates Period (12 months from purchase, or lifetime for Founders). After it ends, renew Updates to get support again.
• Without renewal, we still answer questions about licensing, invoices, refunds and statutory complaints.
• We inform all licence holders by email about critical security issues, including those whose Updates Period has ended, and describe a workaround where possible. [Business decision: whether critical security fixes are delivered free to all licence holders. Recommended: yes.]

5. Before you write: quick checks

1. Is the module on the latest version available to you? (Back office, module configuration page.)
2. Is the licence status "active" on the module configuration page?
3. Is the block you need switched on, and does the employee account Claude acts as have the needed permission?
4. Is the store reachable from the internet over HTTPS (for Claude.ai)?
5. Have you hit the hourly call limit or the theme write limit (20 per hour)?

The documentation has a troubleshooting page: https://tellmyshop.pl/docs/troubleshooting TBC.

6. Bug report checklist

Please include:

• your licence key prefix or order number;
• store URL (or "local copy");
• PrestaShop version, PHP version, module version;
• theme name and version;
• Claude client: Claude.ai (web, desktop or mobile), Claude Desktop or Claude Code;
• which tool failed, if you know (for example ps_update_product_content);
• what you asked Claude, what you expected and what happened;
• the exact error message, and a screenshot of the preview or error;
• relevant entries from the PrestaShop logs (Advanced Parameters > Logs) and the server error log;
• whether you can reproduce it on a staging copy;
• recently installed or updated modules.

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

7. Feature requests

Send them to support@tellmyshop.pl with the subject "Feature request". We read all of them; we can't promise to build each one.

8. Reporting a security vulnerability

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

1. Email security@tellmyshop.pl (security@tellmyshop.pl). Do not report vulnerabilities through public channels. TBC: PGP key and /.well-known/security.txt.
2. Describe the issue, affected versions, steps to reproduce and the possible impact.
3. Test only on your own installation. Do not access, change or delete data that isn't yours, and do not test other people's stores.

We will:

• acknowledge your report within 3 business days;
• keep you informed about the fix;
• agree a disclosure date with you, normally no later than 90 days after the report;
• credit you in the release notes if you wish.

We will not take legal action against good-faith research that follows these rules. We do not currently run a paid bug bounty. LAWYER: confirm the safe-harbour wording.

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PrestaShop is a registered trademark of PrestaShop SA. Claude is a trademark of Anthropic. TellMyShop is not affiliated with either.