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You've Got Questions. We've Got Answers

 

Pricing Common Questions

 

If I'm not satisfied with Joobi, can I get a refund?

No. Joobi is offering non-tangible irrevocable software products, we do not issue refunds after a subscription is purchased. We invite you to use the Free full featured versions so that you can "evaluate before you buy". Please read our Refund Policy carefully before you purchase.

If I purchase now, will I be able to download upgrades?

Yes. You can update your application for free as long as you have an active subscription. We cannot guarantee any major release schedule however we do provide frequent updates for fixes and improvements.

Can I purchase in a currency other than New Zealand Dollars?

Using Paypal you can easily pay using your available currency and it will be automatically converted to New Zealand Dollars using the current available exchange rate.
For bank/wire transfer transactions are automatically added with a 10% charge for bank fees. And your account shall be activated as soon as you send us a copy of valid wire transfer receipt. We are able to accept the following currencies; NZD, USD, EUR, AUD, SGD and CAD.

Are there any applicable taxes?

Joobi is a New Zealand based company. As such, Joobi must collect GST from all New Zealand based customers. For all other customers outside New Zealand we do not collect any tax.

Do you include Tax in the prices listed on the website?

No, the prices listed on our website are in New Zealand Dollars and do not include any tax.

Can I switch or upgrade Plans?

Yes. Just buy the new plan and your subscription credit will automatically topped up.

After an order has been placed, how and when can the API key(s) and download link be accessed?

Once payment is received, a confirmation email will be sent that includes all your API keys and link to the download page. If you pay through bank transfer, access to your API key(s) and download link is provided only after the successful receipt.

Will the cost of my membership ever increase?

No. Joobi is offering non-tangible irrevocable software products, we do not issue refunds after a subscription is purchased. We invite you to use the Free full featured versions so that you can "evaluate before you buy". Please read our Refund Policy carefully before you purchase.

What are the differences between the free and buying the Paid Plans?

Free has all the functionality of the paid version, but you can only access updates and premium support for 30 days from the date of your first installation.  Furthermore, you have link back to Joobi.co added into the software through banner and text.

Can I stop my membership and still use Joobi Applications?

Yes you can! Use our Applications for as long as you like, even when your membership expires. Ongoing memberships are only required for support, upgrades, new releases and security updates

How does your pricing compare with other solutions?

Alternative solutions may charge based on individual extensions and features. All Joobi plans includes all Applications full featured without any restrictions. Additionally you can take advantage to new Applications when they became available at no additional cost.

Do you offer discounts for non-profit institutions?

Yes. We offer a 15% discount for educational and non-profit institutions in the first purchase, renewal is billed in full. We will need a document stating that your organization is tax exempt. Non-tax exempt organization may need to purchase or continue using the Free version.

Licensing Common Questions

 

Can I use your Applications on lots of different sites?

Yes, you can use Joobi Applications on as many different sites as you would like. However, we do limit the support to one website URL per user so we can manage the support load. Free users can use the trial support for 30 days only.

Is your source code encrypted?

No. The source code is not encrypted, you can modify it to your liking. However there are few important library files which are optimized. Those files should not be modified otherwise your support contract will be cancelled. As those files are critical for the proper functioning of the application and we can no longer guarantee the integrity of the application.

Can I customize the Free and paid versions?

Yes, everything we do is 100% GPL, so you can customize it as much as you want. However we do not provide support for software malfunction resulting from the custom code you added.

Free Version Common Questions

 

Can I evaluate a product for free before purchasing it?

Yes. We provide you with a Free full featured versions of most of the Joobi products so that you can "evaluate before you buy" without restriction and limitation of time. When it comes to knowing if a product or service is right for you, nothing can beat a chance to experience and test-drive it for yourself. Even better, what you'll be using during your evaluation is what you'll be getting when you buy. In fact, to administer your website you simply enter your API key.

Do you provide support during my evaluation period?

Yes. Our support is able to provide you a trial support for 30 days regarding pre-sales and simple questions. No troubleshooting and debugging of websites is provided.

After 30 days, where can I ask for help?

You can always use the Community Forum but it is not guaranteed to get an answer from the Joobi team. Premium support is only provided to customers with active subscription. Please refer to the Support Policy.

Does the application make regular call for license checking?

No. The API is only checked upon installation, update and when you submit a support ticket.

How does a free version work?

Free versions provide you with all features like any paid plains, the only difference is that you have a backlink text and a banner. You’ll find that the free version does not impose limits on the software. It's fully functional and you get the full experience of the depth and breadth of the Joobi Application, so you know exactly what you’re getting when you become a Joobi exclusive member.

Support Common Questions

 

What kind of support does Joobi offer?

Support is given to customers with an active subscription and a valid support contract only. All support inquiries are handled through the ticket System which can be accessed by all Joobi registered users.
However, only users with a valid subscription and support contracts are entertained. Non-qualified tickets are automatically closed without further notice. We will not provide any support via email or any social media accounts. Please refer to the Support Policy.

What are your working hours?

Our general support hours are Monday to Friday, 10:00 to 17:00 (GMT-4 timezone). Please note that most of them are handled within 24 hours, but sometimes (in very rare and complicated case) you will have to wait 2-3 business days for our response.
Livechat (Pre-sales & License Inquiry): Monday to Friday, 10:00 to 15:00 (GMT -4 timezone)
Support hours of operation exclude all following days:

  • New Years Eve
  • Christmas (24th & 25th)
  • Good Friday (the Friday before Easter)

I have two websites (live and development), can I get a support for the two sites?

No. You need to decide which site you want us to provide premium support.

I need help with one of my website but I do not have a valid support contract, what to do?

You can always use the Community Forum but it is not guaranteed to get an answer from the Joobi team. If you really need help, you can purchase a new subscription plan and administer the site with a critical issues to receive premium support.

Why ticket response is slow?

Support response times are limited to the hours of operation. There is no guarantee of a specific response timeframe.
Our actual response times may vary depending on your subscription plan, the volume of tickets we received and we may well take longer to respond to more advanced or technical queries.
To help us deliver faster resolution, please provide a detailed report of your problem with screenshots and all necessary instructions to reproduce the problem.

Can you help me change my store background color and buttons?

We understand that there is a fine line between what is considered to be a support and customization. In general, if a customization requires 2-3 lines of new code, we’ll be glad to assist. However, if your question requires more than that amount of code, you’ll need to contact a developer to assist you.
You can try to post your job requirements at any of a number of technical/programming job listing sites:

  • odesk.com
  • freelancer.com
  • elance.com
  • joomlancers.com

 

Upgrades Common Questions

 

If I buy now, will I be able to download new updates as they become available in the future?

Upgrades will be free for the duration of your subscription. Keep in mind that we do not guarantee any major release schedule with the duration of your subscription, however we do provide frequent software updates and enhancements.
*Software license will never expire so you can continue using it for life.

I bought Joobi extensions in 2011, can I get a free upgrades?

The new revised JED Terms of Service (01/29/2014) prohibit extension developers to use URL licensing which restricts the software to function to only specific website.
To fully in accordance with the GNU/GPL license, Joobi restructured the entire licensing model and instead use the standard model where there is no limitation of usage and a lifetime license usage. With this changes, we redo the entire Joobi Terms (Support Policy, Refund Policy, Terms of Use) to make it fair for us and our customers.

Effective January 30, 2014, all Joobi customers can obtain 1 free upgrades to the new system. Once you are updated to the new system, you cannot obtain further upgrades unless you will subscribe to the new plans.

What happen if I still have 3 months left before renewal period?

As of January 30, 2014 Joobi license system is now updated to the new terms. Considering you made a purchase last April 2013, in this case you still have 3 months before you need to renew base from the old licensing terms.
When you do an update to the latest version of jCenter (2.10 & higher), your Joobi applications will be automatically updated to the new license system and we will automatically update your licenses to 3 months. This means that you can still continue receiving upgrades until your expiration in April.

I just updated my jCenter to the latest version, why I am getting "API not valid"?

This means that you're no longer entitled for a free upgrade. All Joobi users who made a purchase starting from 2005 to 2013 can obtain 1 last upgrade but once you are in the new system, you need to subscribe to the new plan to continue receiving upgrades and support.

I don't like the new license terms, can i continue using my Joobi extensions?

If you don't agree with the new license terms, you don't need to upgrade to our new system. However, all Joobi extensions that will be distributed starting January 30, 2014 are in accordance with the new license terms.
Upgrade is really optional and you can leave your Joobi extensions outdated, but keep in mind that using an outdated version might create compatibility issues with other extensions and possible security issue.

Customizations Common Questions

Can I request a feature?

Yes, as a customer there are different approaches to influencing the evolution of Joobi products:

A. Vote for an existing topic: You can browse existing topics in the community forum under Bug Tracker and Feature request section. Every time Joobi plans the next version of an application, the number of votes for all outstanding issues are reviewed to gauge their popularity. Therefore, by voting for an existing issue you can increase its likelihood of being included in the next planned release.

B. Create a new topic: If there are no matching existing request that reflect your requirements, you can submit a new feature request by creating a new thread, selecting the relevant Application, selecting 'Feature Request or Bug' (depending on your issue type).

C. Hire us: Check our custom development service article for more detailed information.

Do I get access to the source code?

The source code is not encrypted, allowing for in-house customizations and modifications. We fully comply to GPL licensing requirements.

 

Things people say about us

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