SwipeWP

Effective Date: 11 April 2026
Last Updated: 11 April 2026

This Support Policy applies to support and billing assistance provided for products and services sold through https://SwipeWP.com and related channels operated by PeepSo, Inc., a Delaware corporation, for the SwipeWP or Swipe project.

By purchasing, downloading, activating, or using our products or services, and by requesting support, you agree to this Support Policy.

1. General Support Principles

We do support our customers. We take support seriously, and we do our best to provide timely, professional, and practical assistance.

That said, support is not magic, not instant, and not unlimited. Every issue must be read, understood, reproduced where possible, investigated, and addressed. Some issues are simple. Others are not. Some are caused by our software. Others are caused by hosting, third-party plugins, themes, server settings, custom code, bad migrations, or broken environments.

We reserve the right to define the scope, method, priority, and limits of support in our sole discretion.

2. Our Service Level

We reply to support requests in the order they arrive in our system, subject to priority, severity, staffing, weekends, holidays, security events, workload, and complexity.

We aim to address most eligible support requests within a few hours. However, we do not guarantee immediate responses, live support, instant fixes, or uninterrupted availability.

Unless otherwise expressly agreed in writing, we reserve the right to respond to any ticket within 36 hours of proper submission. More complex issues may require longer investigation, follow-up questions, testing, escalation, or a future product update.

Response time is not the same as resolution time. Some issues can be answered quickly. Others may take substantially longer.

3. Who Is Eligible for Technical Support

Technical support involving our support staff is provided only to customers who meet all of the following conditions:

• they have a valid and active license, subscription, or paid entitlement;
• the request relates to a product sold or developed by SwipeWP / PeepSo, Inc.;
• the request concerns a website, domain, or installation covered by the purchased license;
• the account is in good standing;
• the customer complies with this Support Policy, our Terms, and other applicable policies.

Inactive, expired, disabled, suspended, refunded, disputed, chargebacked, shared, transferred without permission, or otherwise invalid licenses are not eligible for technical support.

The number of websites and installations eligible for support depends on the license purchased.

4. Free Users and Pre-Sales Questions

Unless expressly stated otherwise, free users, trial users, and non-paying users are generally limited to publicly available resources such as:

• documentation;
• tutorials;
• product pages;
• walkthroughs;
• explainer content;
• public announcements.

We may answer pre-sales questions at our discretion, but we are not obligated to provide technical consulting, implementation planning, compatibility analysis, or custom guidance before purchase.

5. Support Channels

Support is provided only through the channels we designate, which may include:

• the support/ticketing system on SwipeWP.com;
• the account area on the website;
• support@swipewp.com;
• billing/contact forms or other official support forms we provide.

We may require that any issue be submitted through the website ticket system even if initial contact was made by email.

If you contact us through support@swipewp.com, we may automatically create an account for you on the website in order to manage support, billing, downloads, licenses, and related communications.

We reserve the right to ignore, refuse, or redirect support requests sent through unofficial channels, including social media, comments, personal messages, or other places not designated for support.

6. Authorized Requesters

We only provide account-specific support to the person or entity associated with the purchasing account or to a person we reasonably believe is authorized to act on that account.

We may request verification before disclosing account details, making account changes, or providing sensitive support assistance.

7. Fair Usage Rules

In order to keep support practical and available for all eligible customers, support is subject to fair usage limits.

Unless we decide otherwise in a specific case:

• each ticket must concern one issue only;
• unrelated issues may not be bundled into a single ticket;
• reopened tickets may still count toward usage limits;
• no more than three support tickets from one client/account may be actively handled at the same time;
• total support usage may be limited to 20 tickets per month per client/account, including reopened tickets.

We reserve the right to merge, split, pause, close, reprioritize, defer, or refuse tickets where we believe a customer is abusing support, overloading the system, bypassing the intended structure, or using support as a substitute for development work, consulting, training, or managed services.

8. One Issue Per Ticket

Each support ticket must cover a single, clearly defined problem.

Do not use an open ticket to add unrelated issues, sneak in additional requests, start a wishlist, or convert a bug report into a custom development conversation.

If you have multiple separate issues, open separate tickets, subject to the fair usage limits above.

We reserve the right to close or redirect tickets that mix multiple unrelated requests.

9. How to Submit a Good Ticket

The better your report, the better our chances of helping quickly.

When opening a ticket, you should provide as much relevant detail as possible, including where applicable:

• a clear description of the issue;
• exact steps to reproduce it;
• URLs and affected pages;
• screenshots or screen recordings;
• expected behavior;
• actual behavior;
• error messages;
• version numbers;
• environment details;
• relevant login details if requested;
• temporary access credentials if required;
• recent changes made to the site.

Vague reports slow everything down. Statements like “it’s broken,” “this used to work,” or “something disappeared” are usually not enough for meaningful diagnosis.

If we ask follow-up questions and you do not respond within a reasonable period, we may close the ticket.

10. What We Support

For eligible customers, we may provide support relating to:

• installation guidance;
• activation and licensing questions;
• product configuration guidance;
• documented product behavior;
• troubleshooting reproducible bugs in our software;
• identifying whether an issue is likely caused by our product;
• basic compatibility observations relating to supported environments;
• billing and subscription management assistance;
• account and download access issues.

If an issue is confirmed to be a bug in our software, we may choose to:

• provide instructions or a workaround;
• fix it directly;
• schedule a fix for a future release;
• classify it as low priority and address it later;
• decline to change behavior that is working as designed.

We determine bug status, severity, and development priority in our sole discretion.

11. Bugs

If you discover a software bug, please report it.

A bug generally means an error, flaw, or unintended behavior in our own software, used in a supported environment, without unsupported modifications.

Not every undesired outcome is a bug. Some issues are feature requests, misunderstandings, custom environment problems, third-party conflicts, design limitations, hosting issues, unsupported use cases, or results of modified code.

We appreciate detailed bug reports and reserve the right to reproduce, classify, prioritize, or reject them as we see fit.

12. Third-Party Conflicts and Compatibility

Our products operate in WordPress environments that may include third-party plugins, themes, hosts, firewalls, optimizers, caching layers, CDNs, security tools, custom code, and external services.

Sometimes a problem is caused by our software. Sometimes it is not.

Where reasonably possible, we may help identify the likely source of an incompatibility. However:

• we do not control third-party software;
• we do not guarantee compatibility with every plugin, theme, server, builder, host, API, browser, device, or customization;
• we are not responsible for debugging or fixing third-party products;
• we are not obligated to write compatibility patches for third-party software.

If the issue is caused by a third party, the responsibility for fixing it generally belongs to that third party or to you and your developer.

13. Required Access for Technical Support

Temporary administrator access to the WordPress dashboard is a mandatory requirement for most technical support requests.

In many cases, we may also require temporary access to some or all of the following:

• FTP or SFTP;
• hosting control panel;
• database access such as phpMyAdmin;
• server logs;
• SSH;
• staging site;
• relevant third-party dashboards or tools.

Without the access we reasonably request, it may be impossible for us to verify, diagnose, reproduce, or resolve the issue.

If you refuse to provide the necessary access, limit access in a way that makes investigation impractical, or revoke access before diagnosis is complete, we may decline or close the support request.

14. Public Accessibility of the Website

To provide effective support, we often need to access and inspect the affected website.

If your website is hidden behind firewalls, IP restrictions, maintenance pages, VPN restrictions, geoblocking, bot blocks, security layers, login walls, or other obstacles, we may ask you to temporarily remove or relax those restrictions.

Whitelisting only one IP or making partial exceptions may not be enough, especially when multiple team members need to review the issue.

If you keep the site inaccessible in a way that prevents us from doing our job, we may refuse support for that issue.

15. Supported Versions and Environments

We support current, maintained versions of our own software running in reasonably current, supported environments.

You may be required to update before support is provided. This includes, where relevant:

• the latest stable version of our plugin;
• a supported WordPress version;
• a supported PHP version;
• supported browsers;
• supported operating systems;
• supported server software.

We do not support obsolete, end-of-life, broken, insecure, or unusually outdated environments. If your issue exists on an outdated stack, our first instruction may be to update before any further troubleshooting.

16. Problematic Hosting

Bad hosting breaks websites. This is not unusual.

If your host is underpowered, misconfigured, outdated, unstable, restrictive, insecure, or otherwise below current standards, there may be only limited help we can provide.

We do not provide server administration or hosting support. If the problem is substantially caused by hosting, you may need to:

• work with your hosting provider;
• hire a server administrator;
• move to a better host.

We may point you in the right direction, but we are not responsible for fixing your host.

17. No Support for Modified or Hacked Code

Our products are provided as licensed software and may include open-source components, but we do not support modified, hacked, pirated, decompiled, redistributed, or otherwise altered codebases.

If you changed our core plugin files directly, patched them manually, removed license checks, injected custom code, edited vendor files, or otherwise altered the software beyond supported methods, we may require you to revert to a clean version before support is provided.

Supported overrides, documented hooks, filters, and extension methods are a different matter. But if the installation is materially altered, the burden is on you to restore a clean baseline before asking us to troubleshoot it.

18. No Custom Development Included in Support

Support does not include custom development.

This means support does not include, unless separately agreed in writing:

• custom coding;
• custom integrations;
• building new features;
• rewriting templates for your project;
• theme customization;
• CSS work beyond incidental guidance;
• data cleanup;
• business logic changes;
• UX redesign;
• app-store related work;
• plugin-to-plugin integrations;
• migration repairs;
• performance engineering;
• consulting or architecture planning;
• white-glove setup.

If you need custom work, we may offer paid development, refer you elsewhere, or decline the request.

19. Minor Guidance vs. Paid Work

At our discretion, we may occasionally provide light guidance, snippets, or general direction for small adjustments. That does not create any obligation for us to provide further coding, debugging, implementation, or maintenance.

Anything beyond ordinary support may be treated as billable work or declined.

20. Migrations

We do not perform, manage, or support website migrations, except where we explicitly offer a separate paid migration service in writing.

This includes moves between hosts, domains, servers, staging/live environments, or broken sites after migration.

We may recommend tools or general best practices, but the migration itself is your responsibility. We are not obligated to repair a site damaged by a failed or partial migration performed by you or a third party.

21. Major Site Overhauls

Some customers need more than support. They need a developer, consultant, architect, or full project team.

If your request amounts to a site overhaul, product redesign, large integration effort, platform debugging marathon, or bespoke build, that is outside normal support scope.

We reserve the right to say no, quote it separately, or recommend outside help.

22. Languages

Support is provided in English only, unless we expressly choose otherwise.

This keeps communication consistent and allows any relevant team member to step in when needed.

If English is not your strongest language, you may use translation tools, but support quality may depend on the clarity of the information submitted.

23. Third-Party Products Sold Alongside Ours

If SwipeWP or PeepSo, Inc. ever sells, distributes, bundles, recommends, or mentions third-party products, that does not mean we provide support for them.

Support for third-party plugins, themes, services, add-ons, or integrations belongs to their respective authors or providers unless we explicitly state otherwise in writing.

We may offer limited diagnostic observations, but we are not required to troubleshoot, patch, maintain, or guarantee third-party products.

24. Feature Requests

Feature requests are welcome.

That does not mean they will be implemented.

We are free to accept, reject, postpone, ignore, prioritize, monetize, or independently develop any suggestion submitted to us, without compensation, credit, obligation, or commitment to the submitter, unless otherwise required by law.

Do not submit confidential ideas you expect us to treat as proprietary unless we have separately agreed to do so in writing.

25. Customer Responsibilities

Before requesting support, you are responsible for:

• maintaining full backups of your files and database;
• confirming that your backup works;
• using a staging site where appropriate;
• keeping your environment updated;
• documenting the issue clearly;
• cooperating with troubleshooting;
• preserving access while support is ongoing;
• testing recommended steps where safe to do so.

Support is provided without warranty. While we try to help, you remain responsible for your website, data, backups, hosting, business operations, and deployment choices.

If something goes wrong on your site, you are expected to be able to restore from backup or have your developer do so.

26. Staging Sites

Where practical, we strongly recommend reproducing issues on a staging site.

For higher-risk fixes, complex diagnosis, or sites with live customers, payments, or business-critical functions, we may refuse to make direct changes on a live production site and ask that the issue be reproduced or tested in staging first.

27. Security and Abuse

We reserve the right to refuse or terminate support for any person who:

• behaves abusively toward staff;
• sends threats, harassment, or spam;
• attempts fraud or social engineering;
• hides relevant information;
• misuses support channels;
• repeatedly ignores instructions;
• provides unlawful, compromised, or dangerous access;
• submits malware-infected environments;
• engages in piracy, key sharing, or unauthorized redistribution.

Nothing requires us to continue supporting a customer whose behavior creates risk, abuse, or unreasonable burden.

28. Billing Support

Billing support may include assistance with:

• invoices;
• renewals;
• subscription management;
• payment questions;
• account status;
• license assignment;
• basic refund policy clarification.

Billing support does not guarantee exceptions to published pricing, refund rules, renewal terms, or license limits.

29. Ticket Closure

We may close a ticket if:

• the issue is resolved;
• the issue is outside support scope;
• required access is not provided;
• you stop responding;
• the issue is duplicate or abusive;
• the ticket contains multiple unrelated issues;
• the request belongs to a third party or unsupported environment;
• the matter must be handled as paid work;
• the ticket has gone stale.

Closed tickets may or may not be reopened at our discretion.

30. No Guarantee of Resolution

We will make reasonable efforts within the scope of support, but we do not guarantee that every issue can or will be resolved.

Some issues may depend on external vendors, unsupported environments, third-party conflicts, custom code, infrastructure limitations, or product architecture decisions. In some cases, the best we can do is identify the likely cause or tell you that the matter is outside our scope.

31. Policy Changes

We may change, revise, replace, suspend, or update this Support Policy at any time in our sole discretion.

The latest version posted on the website will apply going forward unless otherwise required by law.

You are responsible for reviewing this policy periodically.

32. Severability and Maximum Enforceability

If any part of this Support Policy is found invalid, unenforceable, or limited under applicable law, the remainder will remain in effect to the maximum extent permitted, and the affected provision will be interpreted as closely as possible to its intended protective purpose.