Support policy

This policy explains the help that comes with each CaliDiary plan, what support covers and does not cover, and the terms for our paid setup and support services. It is part of our terms of service.

1. Support on each plan

Support for a paid plan lasts while the plan is active. During a free trial, you get the support of the plan you are trying. When a plan ends, support goes back to what the free plan includes.

How to get help: open a ticket from your CaliDiary account, email [email protected] from your account's email address, or use "Get help" in the plugin. Tell us your website's address, what you were trying to do and what happened; screenshots help. We answer in English. Reply times are counted on working days (Monday to Friday, except public holidays in Scotland): a request sent at the weekend is answered within the same number of hours from the start of Monday. They are the time to our first reply, not to a fix: some problems take longer to solve, and we keep you updated.

2. What support covers

• How to set up and use CaliDiary and CaliDiary Pro, and where to find settings.
• Problems caused by CaliDiary itself: when we confirm a bug, we fix it in a future update. If a problem affects your bookings or security, we treat it as urgent.
• Help with licence keys, activations, updates, your account and billing.

3. What support does not cover

• Writing or fixing custom code, custom styles (CSS) or changes to how CaliDiary works.
• Problems caused by other software: WordPress themes and plugins, page builders, caching, security plugins or hosting set-ups. We will tell you if we find a conflict, and may contact the other developer, but we cannot fix their software.
• WordPress itself, your hosting, email delivery from your server, domain names or server administration.
• Accounts with services you connect, such as Stripe, PayPal, Mollie, Google, Microsoft or Zoom (we can show you which setting to copy where).
• Your customers: we do not answer your customers' questions about their bookings, which are between you and them.
• Very old versions of CaliDiary, WordPress or PHP. We may ask you to update first, after a backup.
• Legal, tax or accessibility advice for your business.

We may decline or end a support conversation that is abusive or threatening towards our team.

4. Please keep backups

Before you install updates, make big changes, or give anyone access to your website, make a full backup of your website and its database. Your hosting provider or a backup plugin can do this.

5. Our setup and support services

We also sell hands-on help, bought from your CaliDiary account. The setup and support page describes them, with their prices:

• Setup and initial configuration ($50 once): we install CaliDiary (and activate CaliDiary Pro if you have a paid plan), and set up your services, prices, hours, team, booking form, emails and payment connections with you, then make a test booking together. It includes help by email for 3 months from when you buy: during that time you can ask us any question about using CaliDiary by ticket, as on Solo, whatever your plan.
• A year of support ($250 a year): priority help by email for 12 months, including help with changes to your services, people, locations and forms, connecting payments, calendars and video links, and checking things after updates. While it lasts, your tickets are answered first, within the Pro reply time (6 hours), whatever your plan. It renews each year until you cancel; Stripe emails you before each renewal, with the date, the amount and how to cancel.

These services are help with CaliDiary on your website. They do not include building or designing your website, custom code, or the items in section 3, unless we agree otherwise in writing.

How we work on your website. We work on a screen-share where you stay in control, or through a temporary WordPress login that you create for us and remove when we have finished. We never ask for your main administrator password.

• Before we start, please make a full backup, and tell us about anything on your website we should know about.
• We only make the changes you ask for, and tell you what we changed.
• We never copy your bookings or your customers' details to our own systems. While we work on your website we may see some of that data; our data processing terms then apply, and we keep it confidential.
• Remove our login when we have finished. We stop using it as soon as the work is done.

Booking and timing. You choose the time of your setup call when you buy the setup, from the times we have free. You can move your call, or cancel the setup for a full refund, from your account until the call starts, and we email you a reminder the day before. If we ever need to move your call, we email you the new time. Setup must be used within 6 months of buying; after that, contact us and we will arrange a refund of anything not used.

Refunds and cancelling for services are explained in our refunds policy: in short, setup is refunded in full, automatically, if you cancel from your account before your setup call starts, and a year of support if you cancel within 14 days of a payment without having used it since.

6. Contact

Support: [email protected]. Questions about this policy: [email protected].