By purchasing a product from the novelistplugin.com website, you agree to abide by these terms and conditions with Nose Graze Limited.
Product License
Unless otherwise noted, all Novelist plugins and Novelist themes are licensed under the GNU General Public License version 2.0 or later.
License Keys
Each product comes with a license key. This key is a unique string of characters that grants you access to support and product updates, as long as the key remains valid. A license key is not required to use or activate the product, but it is required to receive support and to have automatic updates delivered to you through WordPress.
Unless otherwise noted, license keys are valid for one year from the date of purchase. If not renewed, the license key will expire and you will no longer receive support or updates to the product. You will be invited to renew your product at a discount before it expires. Renewing adds an extra year to the license’s expiration date.
License keys may not be redistributed or transferred to another individual or company without the written consent of Nose Graze Limited. Support and updates are only given to the individual who purchased the license. We we reserve the right to reject updates or support if someone who did not match the purchase record for the given license key tries to request help for the product or download updates.
Support
Support is given to customers through an email ticketing system. We do not provide telephone support or any other methods. If you submit a message via social media or any other platform, we may ask you to submit a support ticket on the website.
Support will only be given to customers who have a valid, in-date license key and a verifiable purchase. Verification can be made via:
- Providing a valid, in-date license key that is issued to your name (providing someone else’s license key is not accepted).
- Submitting your ticket using the same email address you made the purchase from.
- Offering up a valid PayPal transaction ID.
- Confirming billing information that matches our records.
If your purchase cannot be verified or your license key is expired, we reserve the right to refuse support.
Nose Graze Limited may no longer offer support if one of the following circumstances occurs:
- The Novelist plugins is no longer being actively developed.
- The product you purchased is retired or discontinued.
- The WordPress platform is no longer being actively developed or ceases to exist.
Support Hours
Support hours are typically Monday through Friday, between 11am and 6pm London UK time. Customers normally receive a response to their tickets within 24-48 business hours. Please do not expect a response on weekends or holidays.
There may be other times when support is closed during business hours, such as if we’re away on holiday or out of town for a conference. We’ll make every effort to note absences or delays on the “Submit a Ticket” page.
Scope of Support
We love to help customers better understand and use our products. We’re here to help you install the product, set it up, understand it, and if you come across any bugs we’ll make every effort to get those fixed.
But sadly, we’re not your personal assistant, developer on call, or WordPress sidekick. There are some things we do not offer support for.
We DO provide support for:
- Installation and set up.
- Answering questions about how to use the product.
- Navigating the settings panel.
- Fixing any features not working as expected.
We DO NOT provide support for:
- Custom code, including but not limited to custom CSS or custom PHP snippets.
- Errors that may have occurred as a result of you editing the theme/plugin core files.
- Modifications or tweaks outside of the built-in settings panel.
- Conflicts with third party plugins or themes.
Product Updates
Plugin and theme updates are delivered through the WordPress admin panel. In order to receive them, you must enter and activate your license key in the designated area. Your license key must also be valid and not expired.
We cannot guarantee automatic delivery of updates within WordPress, due to different server configurations or outdated set ups.
Provided that you create an account at checkout, you can access the latest version of all your products in your “Purchase History” area on the novelistplugin.com website.
Pricing and Product Availability
We reserve the right to change product prices at any time, without notice. If a price is changed, you will not receive a refund for the pricing difference.
We reserve the right to add, remove, or modify product listings at any time.
Warranty
All Novelist products come without warranty. We cannot guarantee that the products will work in all browsers (particularly old/outdated ones), or with all versions of WordPress. We cannot guarantee compatibility with third party plugins, scripts, or applications.
Refunds
All purchases come with a 30 day guarantee, which means you have 30 days from the time of purchase to request a refund and one will be provided to you. You must request a refund through the support ticket page. The refund will be processed in the same way that the purchase was made. (i.e. If paid by credit card, your credit card will be refunded. If paid by PayPal, the refund will be issued via PayPal.)
When your refund is processed, your license key will be disabled and invalidated. You will no longer receive automatic updates or support.
Note: Refunds are not given if you still intend to use the product. Sales or coupons cannot be applied retroactively, so partial refunds will not be given if you miss out on a sale or coupon code.
Personal Information & Security
When you make a purchase from Nose Graze Limited, we will collect and store some of your personal details, including name, email address, web address, and billing address. This is for our business records and for taxes (EU VAT returns) only. This information will not be shared or distributed to third parties for any other purpose besides taxes or legal matters (such as charge back cases). We do not store any credit card information.