Vanntechs Web Studio Inc. (“Vanntechs”, “we”, “us”, “ours”) User Terms of Service
Note: This agreement contains a dispute resolution and arbitration provision, including a class action waiver that affects your rights under this agreement and with respect to disputes you may have with Vanntechs. You may opt-out of the binding individual arbitration and class action waiver as provided below.
1. How Our Services Work
Vanntechs offers services for customizing websites. We connect website and business owners (“Users”) who need to update their existing websites or other coding services, with web developers (“Developers”) who are able to make these updates for Users through our internal dashboard (“Vanntechs Trello Dashboard”) located at the Trello specific designed board. Users can submit a request for website updates – herein called a “Ticket” – with us through Vanntechs Trello Dashboard and a Developer will be assigned to work on that Ticket. A Ticket shall take no longer than 1 hour in length which will be scoped at Vanntechs’s discretion.
So that a Developer may work on the Ticket-related to your website as requested, and/or complete the Ticket, you must supply us with the appropriate login credentials for your website and permit Developers temporary access in order to complete your Ticket. Developers are not permitted to use your login credentials for any purpose other than to evaluate and complete the Tickets. You must have the authority to authorize Vanntechs and/or Developers to access your website in order to perform the requested services, or you may not submit a ticket request.
Vanntechs Web Studio reserves the right to reject any Ticket that it deems out of scope for our service, this includes but is not limited to, issues with communicating the job.
2. Website Security
As noted above, Users must supply us with the appropriate login credentials (Normally with Shopify store collaboration access) for their website and permit Developers temporary access in order to complete their Ticket(s). We will store log-in credentials securely, and they are only shared with the Developer(s) to whom your Ticket is assigned. Developers are prohibited from sharing these log-in credentials and from using your log-in credentials for any purpose other than completing your Ticket. We will not share your log-in credentials with anyone after your Ticket is fully completed. However, you should update your log-in credential after your Ticket is complete.
At all times, you are responsible for having adequate security in place on your website. You agree to immediately notify Vanntechs of any unauthorized use, or suspected unauthorized use of your Vanntechs account or any other breach of security. We are not liable to any User for any loss or damage arising from User’s failure to comply with the above requirements, including your failure to have in place adequate website security, or for any other User website vulnerabilities.
All Users are required to ensure that they maintain backups of their theme and that they do not alter the theme settings or code, throughout development while their ticket is active and in progress on Vanntechs’s Trello dashboard. Vanntechs makes an honest effort to duplicate and maintain backups within each store’s themes panel, however, it is at the User’s own risk to delete them. It is mandatory that Vanntechs backups are kept in order to remain eligible for any of our guaranteed fixes.
Vanntechs cannot and will not be liable for any loss of data to any User who fails to comply with this provision.
4. Ticket Completion Times
Vanntechs does not guarantee Ticket completion time; any estimates provided concerning the completion of a Ticket are provided as a courtesy and are not binding. Certain Tickets may be eligible to be submitted as “Urgent” Tickets. Tickets that are submitted as Urgent Tickets will be charged an additional Urgent fee. Eligibility for the Vanntechs Urgent service is at the discretion of Vanntechs.
Vanntechs will provide a delivery time for all Urgent Tickets and will do its best to ensure that the delivery time is met. However, Vanntechs cannot guarantee that an Urgent Ticket will be completed within the stated delivery time. If an Urgent Ticket is not completed within the stated delivery time, Vanntechs will refund to User the amount of the Urgent fee; however, the User will not be entitled to a refund of the remaining Ticket fee simply because the Ticket was not completed within the stated delivery time.
By using the Site, you represent, acknowledge, and agree that you are at least 18 years of age. Further, you represent, acknowledge, and agree that: (a) all registration information that you submit is truthful and accurate; (b) you will maintain the accuracy of such information and keep such information up-to-date, and (c) your use of the services offered through this Site do not violate any applicable law or regulation.
Vanntechs may terminate these Terms and your use of the Site without notice if Vanntechs, in its sole discretion, believes that you are under the age of 18, have provided inaccurate or incomplete registration information, or are otherwise ineligible to use our Site and services.
6. General Use Restrictions
Vanntechs provides content and services through the Site. Certain information, documents, products, and services provided on and through this Site, including content, logos, graphics, and images (together, the “Site Materials”) that are not Submissions (as defined below) are provided to you by Vanntechs and are the copyrighted and/or trademarked work of Vanntechs or Vanntechs’s contributors.
Vanntechs grants you a limited, personal, non-exclusive, non-transferable, and non-assignable license to use and to display and to make one copy of the Site Materials and to use the services and this Site. Except for the license set forth in the preceding sentence above, you acknowledge and agree that you have no right to modify, edit, copy, reproduce, create derivative works of, reverse engineer, alter, enhance or in any way exploit any of the Site Materials in any manner.
This limited license terminates automatically, without notice to you, if you breach any of these Terms. Upon termination of these limited licenses, you agree to immediately destroy any downloaded or printed Site Materials. Except as stated herein, you acknowledge that you have no right, title, or interest in or to this Site or any Site Materials.
7. Using the Site and the Services on the Site
You can simply view the Site, and not use any services on the Site or participate in any interactive programs on the Site. You need not register with Vanntechs to simply visit and view the Site. However, in order to access certain password-restricted areas of the Site (such as Trello Dashboard) and to use certain services (such as to retrieve a Ticket quote or place an order) and Site Materials, you must register with Vanntechs for an account and assigned with the Trello dashboard.
Once a User submits a Ticket request, Vanntechs will provide that User with a quote, estimating the cost of completing that Ticket, based on the number of hours needed to fulfill the Ticket; if you accept a quote, Vanntechs will charge you accordingly and will assign your Ticket to one or more Developers for completion. By submitting a Ticket and accepting an estimate you agree to pay all fees or charges, including any taxes, to your account for that Ticket, based on Vanntechs’s Ticket quote.
Please note that, while we attempt to provide accurate quotes at the outset of a Ticket (based on the number of hours needed to fulfill the Ticket), additional information or requests regarding the scope of the Ticket may necessitate and result in splitting the Ticket into two and more Tickets, which may increase the estimated price. Vanntechs will inform Users of any increases to the Ticket quote; if you decline to pay for the increased cost, Vanntechs, in its discretion, may (i) complete (or instruct the Developer to complete) only the Ticket from the original quote; (ii) cancel the Ticket and refund your money, and, in its discretion, rollback (or instruct the Developer to rollback) any work already completed on the Ticket, restoring your website to its prior state (i.e., the state of the website prior to the initiation of the Ticket).
If you do not pay on time or if Vanntechs cannot charge your credit card, PayPal, or another payment method for any reason, Vanntechs reserves the right to either suspend or terminate your access to the Site and account, reject your Ticket, and terminate these Terms. You are expressly agreeing that Vanntechs is permitted to bill you for the applicable fees, any applicable tax, and any other charges you may incur in connection with your use of this Site, and the fees will be billed to your credit card, PayPal, or other payment method designated on your initial registration with this Site, and thereafter at regular intervals for the remainder of the term of these Terms. If you have a balance due on any account, you agree that Vanntechs may charge such unpaid fees to your credit card or otherwise bill you for such unpaid fees.
9. Refunds and Cancellations
The premise of our service is to offer on-going technical Shopify support, which is above the basic support offered by Shopify and Shopify theme and app partners.
We offer our services in the following ways:
- Start-up ticket credits
- Pro Subscription plans
- Custom quotes
We suggest that new Users purchase a single ticket credit to assess our service within our 1-hour ticket limit, as this is the best way to get your request assessed accurately.
We ask that upon purchasing a subscription, you agree to a 3-month minimum term. If you don’t think you will need the service for more than a month, it’s best to consider other support options. The quality and value we are able to deliver are optimal when customers are with us for a minimum of 3 months.
There are several options to get a refund from Vanntechs, depending on the way you have chosen to work with the Service:
- 100% Money-Back Guarantee – if the ticket is not started yet and under Start-up service.
- 14 days Money Back Guarantee – if the ticket is not started yet and under Start-up service.
- 90-day guarantee – applicable for both Start-up and Pro subscription service: after the ticket is completed, we will do free maintenance service for the ticket within 90 days.
- Custom Quote Refund Policy: for custom quoted projects, you will get a signed of service and agreement.
Vanntechs offers a 100% satisfaction guarantee. Users who are not satisfied with the outcome of work done on the Ticket (the “Outcome”), must notify Vanntechs at firstname.lastname@example.org, within the timeframe set forth below.
Once the Ticket has been marked as “Review” by the assigned Developer(s), the User has up to 2 days (48 hours) to review the Ticket, and to mark it as “Complete” or to notify Vanntechs that it is not satisfied with the Ticket Outcome.
If a User doesn’t take any action within those 2 days, Vanntechs will send a new message as a reminder, and if we receive no answers from the User after 4 days, then the Ticket will automatically be marked as “Completed” by the system. A User then has 30 days from the date a Ticket has been automatically marked “Complete” to notify Vanntechs that they are not satisfied with the outcome of the Ticket or need any adjustment.
If a User notifies Vanntechs that it is not satisfied with the Ticket Outcome, in accordance with the timeframe set forth above, Vanntechs will either re-open the Ticket and rectify the situation, or will issue The User a refund in accordance with the Refund policy set forth above and at the discretion of Vanntechs. However, Vanntechs will not provide the User any refund of the Ticket fee, if the User does not notify Vanntechs at email@example.com or live chat, that they are not satisfied with the Ticket Outcome within that 30 days period.
Once you have notified us that you are not satisfied with the Ticket outcome, Vanntechs will take steps to address your complaints about the Ticket Outcome, including by asking the Developer who completed the work, or in our discretion a different Developer, to address your complaints regarding the Ticket Outcome. However, if after our attempts to address your complaints, you are still not satisfied with the Ticket Outcome, Vanntechs will issue you a full refund, and may, at its discretion, reverse or rollback, or direct the Developer to reserves or rollback, the work conducted pursuant to the Ticket and restore your website to its previous condition (before the Ticket was commenced).
10. Electronic Communications
By using the Site and/or the services provided on or through the Site, you consent to receiving electronic communications from Vanntechs. These electronic communications may include notices about applicable fees and charges, transactional information and other information concerning or related to the Site and/or services provided on or through the Site. These electronic communications are part of your relationship with Vanntechs. You agree that any notices, agreements, disclosures or other communications that we send you electronically will satisfy any legal communication requirements, including that such communications be in writing.
11. Links to Third Party Sites
You acknowledge that you are responsible for the information, opinions, messages, comments, photos, videos, graphics, sounds, software and other content or material that you, either through yourself or a third party associated with your account, submit, upload, post or otherwise make available on or through your website (each a “Submission”), and that you, and not Vanntechs, have full responsibility for each such Submission, including its legality, reliability, appropriateness, and trademark and copyright ownership (and the burden of determining whether any material is protected by any such right or is otherwise illegal or inappropriate is on you). You shall be solely liable for any damage resulting from any infringement of copyrights, trademarks, proprietary rights, or any other harm resulting from any Submission made available on or through your Site. You expressly acknowledge that you are fully responsible for any Submission that you make or cause to be made available on or through your Site, in connection with any Ticket.
If you violate these Terms, Vanntechs may terminate and/or suspend your access to the Site without notice. Vanntechs prefers to advise you of your inappropriate behavior and to recommend any necessary corrective action. However, certain violations of these Terms, as determined by Vanntechs, may result in immediate termination of your access to this Site and the services available through the Site.
Vanntechs may also in its sole discretion and at any time discontinue providing the Site, the Site Materials and the services available through the Site, or any part thereof, with or without notice. You agree that any termination of your access to the Site, the Site Materials and the services available through the Site, under any provision of the Terms, may be effected without prior notice to you, and acknowledge and agree that Carson may bar any further access to the Site, the Site Materials and the services available through the Site,. Further, you agree that Vanntechs shall not be liable to you or any third-party for any termination of access to the Site, the Site Materials and the services available through the Site.
14. Contact Us
If you have any questions about these Terms or otherwise need to contact Vanntechs for any reason, you can reach us at firstname.lastname@example.org.