License checked
Support starts with the product, license type, site allowance, and account status so the right path is clear.
Plugin support terms
SOFTCOY Support Policy
Clear support expectations for WordAI Pro and WordForm Pro customers, including annual priority support, first-year lifetime support, update access, scope, exclusions, renewals, and account help.
Issue reviewed
Customers can use in-plugin support for faster context, or the support page for pre-sales, account, and general product questions.
Scope confirmed
Bug reports, documented feature use, updates, and licensing are covered; custom site work and unrelated third-party issues are outside normal support.
Annual plans include priority in-plugin support and premium update access while the subscription license remains valid.
Lifetime one-time payment plans include one year of free support after checkout, with long-term plugin access under the purchased entitlement.
Customers can ask about product fit, plan size, license scope, payment forms, AI publishing, integrations, and rollout needs before checkout.
What support includes
Support is tied to the paid product and the active customer relationship.
- Support is provided for paid premium plugin licenses according to the selected plan type and support term.
- Help with verified product bugs, license issues, update access, and documented feature usage.
- License-aware support through the public site, customer portal, or product-linked support channels.
- Annual subscription plans include priority support while the license remains active.
- Lifetime one-time payment plans include one year of free support after checkout.
- Reasonable guidance and issue triage for your SOFTCOY product.
What support does not include
Premium plugin support is not the same as unlimited site-building or server administration.
- Free custom development, project-specific feature building, or bespoke workflow implementation.
- Third-party plugin or theme conflict resolution beyond reasonable product debugging.
- Installation services unless a separate paid service is agreed explicitly.
- General hosting or server management, DNS issues, or unrelated WordPress maintenance work.
- Support for expired annual licenses unless the issue is tied to billing or renewal access.
Refunds, renewals, and accounts
We keep the plan rules visible before checkout so customers understand the long-term support relationship.
- Refund requests should be submitted within the published refund window, currently structured around a 14-day review period for eligible orders.
- Annual licenses require renewal to continue receiving new updates and active support.
- If an annual subscription ends, PRO-only updates and PRO support stop until the subscription is renewed.
- Lifetime licenses use one-time payment, include one year of free support, and keep plugin access available under that entitlement without annual rebilling.
- Pricing, discounts, and renewal rules may change over time, but the recorded order and entitlement history remain the source of truth for the customer account.
Commercial policies and cancellations
Customers should know how support, pricing, and account status work before checkout.
- All pricing is handled in USD unless the checkout itself shows a localized equivalent.
- Promotional discounts may be limited by campaign dates, renewal conditions, or first-order rules.
- If an account or entitlement is cancelled or refunded, download access, support access, and renewal status may change accordingly.
- Customers can contact SOFTCOY before checkout for product-fit, plan-size, or licensing questions.
Support-first premium delivery
SOFTCOY support is built around realistic premium plugin expectations: clear scope, license-aware assistance, first-year support for lifetime plans, active-license support for annual plans, and a professional path for bug reports, renewals, and account access.
Policy FAQ
Clear answers before checkout.
Does support cover custom site setup?
Not by default. Product support focuses on the SOFTCOY plugin itself, documented usage, bug reports, licensing, and update access.
Can I contact support before checkout?
Yes. Use the support page for pre-sales questions about product fit, licensing, or supported workflows.
Do annual licenses require renewal for updates and support?
Yes. Annual licenses keep active updates and priority support tied to a current subscription period.
What happens after an annual plan expires?
Once the annual term ends, PRO updates and PRO support stop until the subscription is renewed.
Do lifetime plans include support?
Yes. Lifetime one-time payment plans include one year of free support after checkout.
Do lifetime plans include ongoing plugin access?
Yes. Lifetime access keeps plugin access and update entitlement available without annual rebilling.
Does SOFTCOY support third-party hosting or theme issues?
Not as a standard support obligation. We can help isolate whether the premium plugin is involved, but general hosting and unrelated third-party issues remain outside normal plugin support scope.