Warranty Terms – Emergency PrestaShop Repair

Warranty on Emergency Repairs

Our “Emergency PrestaShop Repair / Hourly Assistance” service is backed by a 30-day warranty on completed work. Below, we detail what this covers. Please note that this is an emergency intervention service designed to fix specific issues; it does not constitute active log monitoring, stand-by maintenance, or an ongoing monthly retainer for the entire store.

What is covered by the warranty?

  • The warranty strictly covers the recurrence of the exact same bug/issue or regression in elements (code, configurations) directly added or modified by us during the specific order.
  • The validity period is 30 calendar days, starting from the completion date specified in the final report.

Final Report = Benchmark for Claims

Upon completing the work, we always provide a Final Report. This includes a description of the reported issue and root cause, an exact list of executed changes (code / configuration / SQL tables), recommendations, and the completion date. Warranty claims are reviewed strictly against the scope of this report — issues outside this scope are not covered under warranty.

What is NOT covered (Exclusions)

Due to the dynamic nature of e-commerce environments, the warranty expires or does not apply in the following cases:

  • New issues or errors occurring in areas other than those precisely detailed in the final report;
  • Changes to the store environment after our work is completed, such as: module installations or updates, theme modifications, PrestaShop core updates, PHP version changes, server configuration updates, CDN, reverse proxy, firewall, or cron job edits;
  • Code or configuration interventions by third parties (store owner, freelancers, other agencies) after delivery;
  • Security breaches, malware infections, spam, data leaks, or brute-force attacks — including situations where the store had pre-existing security vulnerabilities that were not disclosed to us or were outside the scope of the order;
  • Issues resulting from consciously accepted technical risks (e.g., client's decision to keep a conflicting module);
  • Server and infrastructure failures (CPU/RAM exhaustion, resource limits, datacenter outages);
  • Errors in external integrations (ERP, BaseLinker, payment gateways, couriers) caused by API changes on the provider’s end or token/configuration updates in the store;
  • Loss or overwriting of our applied fixes (e.g., restoring a backup or overwriting files during subsequent deployments);
  • Lack of cooperation during claim verification (e.g., failure to provide access credentials or reproduce the issue).

How to submit a warranty claim?

You can submit a claim via our Contact Page using one of two methods:

  • Contact Form — state your order number, a detailed description of the recurring issue, and steps to reproduce it. (For security reasons, do not include passwords in the message).
  • Support Ticket System — if you have an account in our store, open or continue a ticket directly in your customer panel.

Verification Procedure:

  1. We compare the claim against the scope of the Final Report and verify whether any exclusions apply.
  2. If the issue falls within the same scope (regression of our fix) and the environment was not modified → we fix the issue free of charge under warranty.
  3. If verification reveals a new issue, a failure in a different area, or third-party interference → we provide a diagnostic report and quote the repair under a new hourly order.