Terms and Conditions

Important Information: Please be aware that we reserve the right to change these Support Terms and Conditions at any time without notice.

PHONEPAD TERMS & CONDITIONS (WITH JUST ENOUGH HUMOUR TO KEEP YOU AWAKE) (Legally solid. Mildly entertaining. Never both at the same time.) Before we get into the riveting world of Terms and Conditions — and yes, that was sarcasm — just know this: We will always do our best to provide the support you need, within the boundaries of what’s written here. If you nod off while reading this, we completely understand. We nearly did writing it. Throughout this document, “software” refers to PhonePad and any software related to PhonePad. General You should contact us directly for support rather than going on a magical mystery tour through third-party IT companies — unless you're absolutely certain the issue is caused by something external (e.g., anti-virus software deciding to protect you from your own tools). We can’t be held responsible for — nor reimburse you for — costs incurred by engaging outside IT support to troubleshoot issues with our software. Not to toot our own horn, but… we know our software better than anyone, and outsourcing usually just delays the fix and lightens your wallet. If your server, workstations, or network are controlled by an IT service provider and they need to get involved, any fees they charge are between you and them. We don’t negotiate ransom. If you experience an issue, please email us as soon as possible. We can’t fix problems we don’t know about, and waiting days or weeks before reporting an issue is like not telling your doctor about chest pains because you “didn’t want to bother them.” Please report early. Although we try to resolve issues quickly, software development can be complex — sometimes the fix takes longer than anyone would like. Please bear with us. Although we will do our best to resolve issues, we are not obligated to guarantee a resolution. We are not responsible for issues caused by conflicts with your hardware or other software, nor for configuring your hardware or other products to work with ours. We test thoroughly, but we cannot guarantee flawless performance with every unique hardware/software configuration on Earth — hence the free trial. Please use it. It exists for a reason. We are happy to cooperate with your external IT provider, but our obligations are solely to you. We may talk tech with them, but you make the final decisions. We are not responsible for advice, delays, or actions from your provider. Email Support We provide free email support for our products. We generally respond within 24 hours, although delays can occur during busy periods or holidays (our inbox dresses up like Mt. Everest). Most issues can be resolved by email, so please include full details of the issue when writing to us. Please do not send an email saying only “call me on xxxxx” or “call me at xx:xx.” We won’t. We’ll just reply — by email — asking for the details you could’ve sent in the first place. If we send troubleshooting steps and you choose not to follow them, that’s totally fine — we just won’t be able to help you further. Software cannot be debugged telepathically (we’ve tried). Support is offered as a courtesy. You are not purchasing support unless explicitly stated. Therefore, support cannot be demanded. We will treat you with respect, and we expect the same in return. Rude, abusive, or antagonistic behaviour may result in support being denied. Life is too short for email combat. We reserve the right to refuse support temporarily or permanently. Telephone Support We don’t provide on-demand, 24/7 phone support. We costed it out, and unless we charged $5,000 per licence, it’s just not feasible — especially since most people contact us by email anyway. If you leave a voicemail about a support issue, we won’t call you back. If you need a phone conversation for support, please book a remote support session. For sales or pre-sales questions, feel free to call the numbers listed on our Contact Us page. If we miss your call, leave a message and we’ll return it as soon as we can. Chat Support We don’t currently offer 24/7 chat support (we’d love to, but we need sleep). If chat is offline, you can still leave a message — it goes straight to Support. Remote Support Remote Support is used when email or chat can’t solve the issue. We may offer free remote support depending on the situation, otherwise the cost is $55 per session (45 minutes). If it runs long for the same issue, we don’t charge extra — we won’t drag it out like a home-renovation reality show. If multiple sessions are needed for the same issue, we may provide additional sessions free of charge at our discretion. Trial users may receive free remote support (up to a limit), also at our discretion. To receive Remote Support, you must book an appointment through our online scheduling system. But email us first — the issue may not need remote support, and we may offer the session for free. If your IT provider must get involved so we can access your server, any fees they charge are your responsibility. We are happy to liaise with your IT provider as needed. Installation Assistance (Remote) If you are installing PhonePad for the first time, we’ll happily install it for you via remote session at no cost. Once installation is done, all additional assistance should go through Support email. Please don’t use Installation Assistance appointments for troubleshooting — that’s what support is for. If you’ve already received Installation Assistance and you book another Installation Assistance appointment, we will cancel it (with a polite sigh). Reinstallation Assistance (Remote) If you upgrade your computers and need PhonePad reinstalled, we can do so remotely for $45 per every 5 computers. Server Move Assistance (Remote) If you need to move PhonePad Server and its database to a new machine, we can assist for $55. We also provide free software you can use to perform the move yourself if you prefer a DIY adventure. Server Update Assistance (Remote) PhonePad Server updates are free to install (with an active Care Plan). If you’d like us to install them for you, the cost is $45. Database Repair If your database becomes damaged and cannot be restored from backup, we may attempt a repair at no cost. We’ll provide instructions for uploading the required files. While we usually can recover most or all data, there is no guarantee, as success depends on the level of damage and available backups. This service is currently free. (Yes, really.) Database Backups PhonePad includes an automatic backup system — please use it. If data loss occurs, use the included restore tool to recover from backup. While thoroughly tested, we cannot guarantee that backups will work correctly on all systems. We are not responsible for backup failures. We strongly recommend also including the PhonePad database in your server’s regular backup schedule. Redundancy is your friend. PhonePad Care Plans A current Care Plan entitles you to all major and minor updates released during the plan’s term. If your Care Plan expires, you must renew it to resume receiving updates. Your software will continue working — you’ll simply remain on the version you already have. We do not auto-bill for renewal. You’ll receive several reminders before expiry. Renewal is optional — but recommended. Free 30 Day Trial We offer a free 30-day trial so you can thoroughly test our software before buying. The free trial is the best way to evaluate PhonePad and ensure it meets your needs before purchasing. We strongly encourage all customers to use the trial period to test PhonePad in their real office environment, with their real workflows. We prefer you trial. But if you buy and it’s not right, you’re still protected. Purchasing All purchase amounts are one-time costs. PhonePad is not subscription software and not SaaS. Please try the software before buying — that’s what the trial is for. Except as expressly stated in the Money-Back Guarantee above, all sales are final. Money Back Guarantee In addition to the free trial, we offer a limited 30-day money-back guarantee on first-time purchases of PhonePad licences. If, within 30 days of purchase, you determine that PhonePad is not suitable for your business requirements, you may request a refund by contacting us within that 30-day period. To be eligible for a refund: • The request must be made within 30 days of the original purchase date • PhonePad must have been installed and used in a legitimate business environment • You must notify us of the issue and allow us a reasonable opportunity to investigate and attempt to resolve it • Only one refund per organisation is permitted • Refunds apply to licence fees only and do not include support services already delivered • The money-back guarantee applies to first-time PhonePad licence purchases and does not apply to PhonePad Care Plan renewals or extensions, or user upgrades (increasing the number of users) We believe most issues can be resolved quickly once we understand the problem, and we always aim to make PhonePad work for your office. This requirement relates only to refund eligibility and does not obligate us to provide ongoing support beyond what is reasonably necessary to assess the issue. Approved refunds will be processed using the original payment method within a reasonable timeframe. We encourage customers to use the free trial before purchasing whenever possible, as it remains the best way to evaluate compatibility and workflow fit. Refund requests should be submitted using our online refund request form or by contacting us via email. Approved refunds will be processed using the original payment method within a reasonable timeframe. Mutual Respect in All Communications We treat all customers with respect, professionalism, and courtesy. We expect the same in return. Abusive, bullying, or hostile behaviour is unacceptable. We reserve the right to refuse support to anyone who engages in such behaviour. Additional Information For further details, please refer to the End User License Agreement (EULA) displayed when you install our software. If you made it all the way to the end of this without glazing over, congratulations — you have the stamina of a seasoned IT professional.