Support and refunds

Channels

• Email: support@expandingweb.com — opens a ticket in our helpdesk; you get a ticket number by return and reply by email, no portal to log into.
• On-page assistant: the chat bubble on this site answers from the published FAQ and documentation; "Ask a human" inside it creates the same ticket.
• Phone: (+1) 415 802 1072, answered around the clock, and (+48) 693 868 369 during European hours — for anything urgent on a running engagement.

Response times

• Sprint customers: the named account manager answers within four business hours, Monday to Friday, Central European Time.
• Module (Pro) licence holders: support is included for the year of updates and support that comes with the licence; the same channels apply.
• Free tier and pre-sale questions: the same channels, answered in the order received.

What to include

For the module: module version (admin dashboard), Magento edition and version, PHP version, what you clicked, what you expected, and the relevant lines from var/log/system.log or exception.log. For a sprint: the store URL and the phase you are in. For anything about a payment: the email address used at checkout — it is how we find the order.

Refunds

• Sprint: full refund until the kickoff call has taken place; after that non-refundable, except when we conclude the sprint should not have been sold to your store. Details: After you buy the sprint.
• Module Pro: 30-day money-back guarantee from purchase. A refunded licence returns the installation to the free tier.
• Every refund is requested through a ticket (email or "Ask a human"), quoting the checkout email, and is returned to the original payment method via Stripe; card networks typically post it within 5–10 business days.

The binding documents

Website terms (site, scan, sprint checkout, agent chat), privacy policy (what the scanner and forms store and for how long), module licence. Consulting engagements are governed by the written agreement concluded before work starts.