Support and Refund Policy

1. Who We Are

We are VeronaLabs OÜ, a company registered in Estonia.

• Address: Tornimäe 5, 10145 Tallinn, Estonia
• Company No: 16160131
• VAT No: EE102340516
• Email: hi@veronalabs.com

This policy explains how we provide support for our Products and how refunds are handled. It supplements our Terms and Conditions and Privacy Policy.

2. Support

2.1 Who Can Get Support

• Active subscribers receive priority support through our support center
• Free plugin users can report bugs via the contact form

2.2 Support Hours and Response Times

Support is available Monday–Friday. For detailed hours, see our Support Response Times page.

License Tier	Response Target
Unlimited (Priority)	Within 24 hours
All active licenses	Within 48 hours
Contact form inquiries	Best effort

Response times refer to initial acknowledgment. Complex issues may require additional time to investigate and resolve.

2.3 What Support Covers

• Core plugin and Add-on functionality
• License activation and account issues
• Bug reports and troubleshooting

2.4 What Support Does NOT Cover

• Third-party plugin or theme conflicts
• Server configuration or hosting issues
• Custom development or code modifications
• SMS gateway provider issues — VeronaLabs does not send SMS messages (see Section 12.3 of our Terms and Conditions)

2.5 Troubleshooting Process

• We may request screenshots, error logs, or temporary site access to diagnose your issue
• If you share credentials for debugging, change them after the issue is resolved
• Check the documentation and FAQ before contacting support — your question may already be answered

2.6 Before Contacting Support

To help us resolve your issue quickly:

• Review the documentation and FAQ
• Verify your site meets the prerequisites
• Have your license key ready
• Provide detailed information about the issue, including any error messages and steps to reproduce

3. Refund Policy

3.1 Our Guarantee

We offer a full refund within 14 days of your first purchase — no questions about the money, but we appreciate knowing what went wrong so we can improve.

3.2 Eligibility

• Applies to first-time purchases of Add-ons only
• The 14-day window starts from the date of the original purchase
• Renewal charges are not eligible for refund — you may cancel auto-renewal at any time before your next billing date to avoid future charges

3.3 Before Requesting a Refund

• Contact support first — most issues can be resolved without a refund
• Review the product features and documentation
• Provide details about the problem you experienced

3.4 Acceptable Refund Reasons

• The Add-on does not function as described in its documentation
• A technical issue that our support team is unable to resolve
• The problem is caused by the Add-on itself, not by third-party conflicts, server configuration, or hosting

3.5 Non-Refundable Scenarios

• Renewal charges (cancel auto-renewal before your billing date instead)
• Issues caused by third-party plugins, themes, or server misconfiguration
• Change of mind after the 14-day period
• Failure to contact support before requesting a refund, where the issue was resolvable

3.6 How to Request a Refund

1. Log in at my.wsms.io
2. Go to the Support section
3. Submit your refund request with your order details and the reason
4. Our team will review and respond within the standard support response time

For step-by-step instructions, see How to Request a Refund.

4. Cancellation Policy

• You may cancel your subscription auto-renewal at any time from your Account dashboard
• Cancellation stops future automatic charges — it does not terminate your current subscription
• You retain full access to downloads, updates, and support until your current period expires
• After expiry, downloaded Add-on code continues to work under the GPL (see our Terms and Conditions)

5. EU Consumer Rights

• Your statutory rights under EU consumer protection law are not affected by this policy
• Digital content withdrawal: By downloading Add-ons immediately after purchase, you acknowledge that you lose the 14-day right of withdrawal under Article 16(m) of Directive 2011/83/EU, as the performance of the digital content has begun with your prior express consent
• Our 14-day refund policy provides equivalent or greater protection in practice
• See also Section 17 of our Terms and Conditions

6. Changes to This Policy

We may update this policy from time to time. The revision date is shown at the top of this page. For material changes, we will notify registered users via email.

7. Contact Us

If you have any questions about this policy, contact us:

VeronaLabs OÜ Email: hi@veronalabs.com Website: wsms.io