Codexonics Limited is committed to providing the best possible support to any users by any means possible for the following products:

  • Prime Mover

Please read below to understand the extent and responsibility of our support:

  • We provide support channels only by email (via this site contact form) or to Prime Mover users with active licenses.
  • Free users can use the website’s contact form to report bugs containing sensitive details (security issues or submit bug logs). We allow this rather than posting details publicly on support forums, which the client might not want.
  • Normally, if you have presale questions, you can either ask them via our contact form (for sensitive questions) or publicly here.
  • On a case-by-case basis, we might ask the client to share screens to resolve an issue with Prime Mover or diagnose server problems that prevent the problem from working properly. This is usually done via Skype, Zoom, or Google Hangout, so you are chatting directly with our technical support. We offer this support only to Pro users or active FREE Trial users.
  • For pro-users (users with an active license or in an active FREE trial), we might need access to your site (SSH, FTP, or WordPress login). We only use this login for troubleshooting purposes, and you should revoke it as soon as the issue is resolved.
  • By contacting us for support, you are solely responsible for keeping your email inbox fully working. If in doubt, test it to make sure it can send and receive emails if you are sending critical emails to us. Otherwise, if your email is not working, you will never read our replies.

Scope of support

  • Any Prime Mover-related issues.
  • Offer suggestions and technical solutions to server problems that prevent Prime Mover from working correctly.
  • We don’t support third-party plugins or troubleshoot third-party or server issues. Please contact their vendor support.
  • We don’t fix MySQL or server-related issues. We can only provide tips and solutions. It is not advisable to share server/database root logins with anyone! Please forward any of our advice to your server or hosting System administrator.
  • We don’t fix any domain registrar or DNS-related issues. This is now beyond WordPress and Prime Mover. In this case, please get in touch with the person in charge of your domain.
  • We don’t fix multisite setup issues—in this case, please contact the website developer in charge of setting up your multisite.
  • We cannot provide technical support to a malware-infected site. In this case, please make sure your site is safe before tech support can enter it. The easiest way to tell is when we are not getting the “Deceptive sites ahead” error in Chrome or other browsers. Please contact your system administrator or hire a security professional to clean your site’s malware issue.
  • We normally offer support seven days a week via email (including Saturday and Sunday) or in WordPress support forums.
  • Our usual support time is around 8 am to 6 pm Philippines time.
  • We are only online on Skype or other chat channels when special client requests (e.g., sharing screens to resolve Prime Mover-related issues) are made.
  • We should be able to answer any questions usually within 48 hours.
  • There are times when support is on vacation, which means replies can take longer, but we will notify you publicly below. When on vacation, we will try our best to answer within 48 hours if we can find a connection. Rest assured, we can answer any questions within 5 days.

Support is on vacation?

Not on vacation 🙂

Refund policy

Direct purchases and upgrades

Our 100% Satisfaction Guarantee fully protects you. If, over the next 30 days, you are unhappy with our plugin or have an issue that we cannot resolve, we’ll happily consider offering a 100% refund of your money.

Once we receive a refund request within the valid refund period due to one of the following reasons:

  • The plugin isn’t working as expected (with an explanation).
  • Missing feature(s).
  • Technical issues (including conflicts with other plugins and themes).

We will do our best to resolve the issue or find a workaround. If we can’t fix it, we will process a refund.

Note: Customers who just changed their mind or can’t provide a reasonable explanation for the refund inquiry are not covered by the refund policy and will not be eligible.

In case of double purchases, both must be verified paid purchases (none of them are trial). We will only refund the lower license plan when the same customer purchases single-site and multisite plans.

If you are considering upgrading to a PRO version but still have doubts, please avail yourself of our 14-day risk-free trial. This way, you can evaluate the plugin’s PRO features at no risk. You can also request PRO technical support within your FREE trial period.

Purchases after a 14-day FREE Trial

Note: Successful payment after a 14-day FREE trial is not subject to a refund.

By availing of a FREE trial, you acknowledge that you will be charged at the end of the 14-day trial period.

Important: Freemius Inc. will charge you 24 hours before your trial expires. To avoid being charged, you should cancel the free trial anytime within the first 13 days.

About the license expiration—when a trial subscription is created, we automatically extend the license’s expiration to some hours after the trial period’s end so that in case the payment processing is delayed (for example, at the gateway level), the license won’t expire before the payment is processed. So, in this case, because of the extra hours added to the license’s expiration, the payment was processed hours before the license’s expiration (i.e., it’s not a premature payment).

IMPORTANT: please take note of these important dates when you receive your TRIAL email. (Dates shown below are examples only – refer to your trial email for actual dates)

TRIAL START: This is the date when you sign up for the trial (e.g., November 9, 2022)

TRIAL EXPIRES AT: This is the trial license expiration date. This goes beyond the 14-day trial period. As explained above, we extend the license expiration some hours after November 23, 2022—so it’s November 24, 2022 (in the above example). This is to give the payment processor time to process the payment completely.

PAYMENT STARTS: This is the actual end of your 14-day trial period, which is November 23, 2022 (in the example). This is the date you will be charged. Note that this is not a premature payment because it takes place at the end of your 14-day trial.

IMPORTANT: You must cancel your FREE trial before the payment start date so you cannot be charged. This is where you don’t want to use PRO features beyond the 14-day trial period.

Forgetting to cancel the FREE trial because you cannot read a trial expiration reminder (or bounced email) is not a valid reason for a refund. Please double-check that your email is fully working before you start the trial.

Make sure to add yourself some reminders to cancel your trial before the 14th day to avoid charging.

Please cancel the trial inside your Freemius account if you wish to cancel it. You should receive your Freemius login account information when you sign up for the FREE trial. Contact us if you don’t receive any of these emails.

Contact us immediately before your trial payment start date (before the 14th day) if you cannot cancel the FREE trial yourself or have difficulties doing so. Technical support will cancel the FREE trial for you.

IMPORTANT: If you subscribe for a trial using a payment method, Freemius will attempt to send you an email reminder two (2) days before the trial expiration, giving you enough time to cancel the trial. Such a reminder would only be a courtesy, and depending on your email client, it can potentially end up in your spam box, so do not rely on that email. You alone are responsible for taking any action before a trial expires. Just add yourself a calendar reminder 🙂

Automatic and manual renewal subscription purchases

By enabling automatic renewals – you acknowledge that you will be charged automatically (annually).

Note: Successful automatic or manual renewal subscription payment is not subject to refund.

You should cancel your automatic renewal within one year so you cannot be charged automatically.

You should not manually renew your subscription if you don’t wish to continue using the PRO version.

Forgetting to cancel automatic renewal is not a valid reason for a refund.

Please cancel the automatic renewal inside your Freemius account if you wish to do so. If you are unable to cancel the automatic renewal yourself or have difficulties, contact us immediately before your subscription ends. Technical support will cancel the automatic renewal for you.

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Please read the refund policy details here.

Last updated: November 12, 2024