1. Support for digital products
- We provide support to address issues or bugs encountered with our digital products, within the scope described in the Support Policy.
- If a digital product does not function as described or encounters an issue, contact our support team for assistance.
- Our support team works to resolve reported issues or bugs within a reasonable timeframe.
2. Refund eligibility
- If an issue or bug in a digital product remains unresolved despite our best efforts, you may be eligible for a refund.
- Refunds are considered when the issue persists for more than 30 days from the date you first contacted our support team about it.
- You must provide sufficient documentation and evidence of the issue or bug (Odoo version, steps to reproduce, screenshots or logs) to qualify for a refund.
- Issues caused by installing an app on an unsupported Odoo version, by modifications to the app, or by conflicts with third-party or custom modules are outside the support scope and do not qualify.
3. Refund process
- To request a refund for a digital product, contact our support team at hello@heliconia.io or through the contact form with your order number and the details of the issue or bug.
- Our support team investigates the issue and works towards resolving it in a timely manner.
- If the issue remains unresolved after 30 days, you may be eligible for a refund under this policy. Approved refunds are returned through the channel you paid with, for example the Odoo App Store.
4. Custom services
Implementation, development, migration, integration and support engagements are governed by the proposal and agreement signed for that work, including its payment and cancellation terms. This policy does not replace them.
5. Customer support
- Our support team is available to help with any enquiry or concern about our digital products and services.
- Reach us by email at hello@heliconia.io, through the website’s contact form, or by message on the Odoo App Store from your purchased app.
6. Policy updates
Heliconia Solutions may update or modify this refund policy at any time. Changes are published on this page with a new date at the top and, where relevant, communicated to customers directly.
We value our customers’ trust and are committed to providing dependable support for our digital products and services. If you have any questions or need assistance, contact our support team.