Subscription FAQ's

What is a Subscription?

Your Subscription is an ongoing yearly renewal of your licence.

What does the Subscription provide:

1. One year of product activation
2. Access to Support
3. One year of bug fixes, updates, new version releases and the compatibility with newer versions of WordPress/ WooCommerce

You can Cancel your Subscription at any time.

Subscriptions were implemented in June 2016.

 

How will l be billed?

The initial price and the yearly renewal price is listed in each individual product page.

The initial cost and the yearly fee combined is the cost of the plugin.

Example Below:

The WooCommerce Fastway plugin is $40 Initial Cost + $29 per year fee = $69.00

The recurring yearly fee is $29.00

Includes:

1 x Year Support, the yearly charge includes another year of support.

The ongoing yearly payment ensures our plugins remain up to date with the latest versions of WordPress/ WooCommerce it also covers you for updates for the latest PHP versions any API changes, new feature updates and general maintenance of the plugins.

 

Why the change?

Due to popular demand, we were frequently asked, why can't my licence renewal be automatic? This way l do not have to come back to ExtensionWorks every year to renew my licence.

Automatic renewal's make everyone's life easier and you will never miss a renewal again.

 

What is the process for the Subscription purchase/renewal?

The subscription purchase is performed under a SSL encryption.

The renewal process is a recurring automatic transaction performed in a encrypted environment.

We offer two methods of payment for the Subscription.

1. Pin Payments ( recurring payment using a payment token, we do not store any Credit Card information) over a SSL connection, ECDSA Signature with SHA-256,256-bit encryption, 2048-bit root
2. Paypal

 

What happens if the Subscription expires?

You can continue to use the product with an active licence. When the licence expires, the product will no longer function.

Access to Support / Updates and downloads will not be available.

   

 *My subscription was cancelled, i did not cancel it, why did this happen?

If a recurring automatic payment fails, you will receive a email stating that the renewal order has failed and you will be provided a link to reactivate the subscription.

Email example:

Or you can log into your ExtensionWorks account and go to the pending order and finalise the order, in most cases this is because the card on file has expired.

This does not apply if you are using Paypal as your payment method.

If the subscription status is set to 'on-hold' for a period of 3 months the subscription will be moved to 'Cancelled'.

A cancelled subscription cannot be reinstated.

To continue to use the product you purchased you will need to purchase the product again at full cost, this includes the initial cost and recurring cost combined.

 

 

Can l edit /update/ remove my Card ( Payment Method )?

We have removed the ability to edit or update a saved Card.

You can remove a Card on file by visiting My Account > Dashboard  > Saved Cards

Here you will be able to delete a saved Card.

 

FOR UPDATING OR EDITING A CARD ON FILE

OPTION 1

Remove the 'Saved Card' on file, wait for the next renewal date, a new renewal order will 'try' to process, the new renewal order status will be set to pending, from here you can go into the pending order ( via your account ) and finalise the order with a new card.

 

OPTION 2

Remove the 'Saved Card' on file.

Reach out to ExtensionWorks and we can create a new pending order for the Subscription.

Send Email

In your ExtensionWorks account go into the new pending order and finalise the order with a new card.

 

OPTION 3

To change a payment method on file, log into your ExtensionWorks account go to My Subscription > Change Payment.

 

Can l renew my Subscription early?

Yes, you can renew your Subscription before the next scheduled renewal date.

Log into your ExtensionWorks account > Subscriptions, go into the Subscription and there will be an option to 'Renew Now'.

 

Will l be notified when my Subscription is about to renew, or when my Card is about to be charged?

You will receive a email notification 3 days before your Subscription renews.

 When a Subscription renewal is generated you will receive a purchase receipt.

In your WordPress admin area a licence expiry notification will also be provided 7 days prior to the expiration.

 

 

My Subscription just renewed but l was not using the product or i do not wish to continue to use the product. Can l get a refund?

Unfortunately, we cannot offer a refund for this transaction.

When you purchased the plugin it does state that you are entering into a recurring payment ( billing agreement ) and the yearly amount will be charged to the payment method on file unless you Cancel the subscription.

Information about the Subscription is on the checkout page, these include:

1, The frequency of the recurring payments and the total due.

2, The exact date of the next payment.

3, We specify on the checkout page that you agree that the payment method on file ( Card or Paypal ) will be billed in the frequency outlined in the Subscription.

Exact copy from ExtensionWorks

By checking out, you agree to ExtensionWorks Terms and Conditions of Sale and authorize your payment method to be saved and charged on a recurring basis until you cancel, which you can do at any time. You understand how your subscription works and how to cancel. [ This also includes links to the subscription FAQ's and the Terms of Sale pages ]

You can cancel the subscription at any time via your ExtensionWorks account.

We provide customers email notifications before the subscription renews allowing customers to cancel the subscription. We have a strict rule on this refund request, and we have to be consistent with all our customers.

 

 

Can l transfer my ExtensionWorks Licence ( Subscription ) to a different person?

REQUIREMENTS: ExtensionWorks must authorise the change.

As the Subscription incurs a recurring cost and the original purchaser has agreed to the payment agreement, we must remove any cards associated with the Subscription, this can only be done by ExtensionWorks. 

Yes, licences can be transferred to a different person.

We suggest you ask the new person taking over the licence to create a account at ExtensionWorks.

Once a account is created we can assign the new person to the subscription and remove your payment method on file, the payment method will be changed to 'Manual Payment' closer to the renewal date the new customer will receive a email notification asking them to finalise the order, this will provide them with the opportunity to select their own payment method, either Credit Card or Paypal.

I have been asked to manage a WordPress website where a ExtensionWorks licence is about to expire. What can l do?

Unfortunately, l cannot grant you access to this customers account as it also contains a recurring payment and the customer has authorised and entered into a billing agreement.

Unfortunately, you will need to purchase a new licence. 

 

Can l cancel my Subscription?

Yes, you can cancel your Subscription at any time.

Go to ExtensionWorks > My Account > Subscriptions > Click on the subscription you would like to cancel ( if you have more than one ), and hit CANCEL.

Please be aware that all products require an active licence and the product will not continue to function without an active licence.

 

I cancelled my Subscription although the status reads 'Pending Cancellation'.

 

Pending Cancellation Status

The 'Pending Cancellation' is applied to subscriptions between when the customer cancels the subscription and when the subscription’s next payment date is due.

The end date for the subscription will also be scheduled to coincide with the date of the subscription’s next payment date.

This helps communicate to the customer that although their subscription will not automatically renew again, they will continue to receive access for the prepaid term of the subscription.