Frequently Asked Questions

If you have a question that isn't answered here, please let us know.

Trialing the products

Can I try a product before buying it?
Absolutely - we encourage you to do this! We have a 30 day free trial on all our products and we feel that it is essential for you to download the product and try it first so you know what you are buying. At the top of each product page you will find a link to download the software.

My 30 day trial key has expired can I have another one?
Trial keys are designed to only last 30 days and uninstalling/reinstalling the product will not generate a new trial key. Our recommendation is that you purchase your licence prior to the expiry of the product - providing you are happy that the product does what you need. If there are circumstances which have meant that you have been unable to trial the software satisfactorily, please contact us so that we can arrange for a trial licence extension - however, please note that the provision of extended trials is at our discretion.

Am I entitled to support during the trial period?
Yes, we will endeavour to provide you with as much telephone and email support as is reasonably possible for you to make the most of the trial period.

Downloading/delivery of products

How will the product be delivered to me?
All the products we sell are available for download from our website. When you make a purchase from us, you are actually purchasing a licence key which will allow you to continue using the product after the trial period. Your licence key and invoice/receipt are delivered to you electronically via email. Details of your purchase are always accessible through your account on our website should you need to refer to past orders details or locate your licence keys.

Will I receive anything in the post e.g. CD, instructions etc?
No, our business is paperless. All information that we provide is provided electronically.

Pricing and Payment

How do I find out the price of a product?
On each product page there is a link to take you to up-to-date pricing for that product.

What methods of payments do you accept?
We accept payment by most credit/debit cards - the notable exception being American Express. Alternatively you can opt to pay by cheque or bank transfer - this option is provided during the checkout process. Please note however, that orders are only processed once we have received payment - if you need a licence urgently, we recommend paying by credit/debit card.

Can I place an order over the telephone?
No - sorry, but taking an order over the phone would involve you providing your credit/debit card information to us which we would prefer not to do for your own security's sake.

Is it safe for me to use my credit card details on the internet?
Yes, it is in fact probably safer than giving your credit card details over the phone. We use WorldPay who are part of the Royal Bank of Scotland Group to process all online orders and they have a very secure system for the processing of online payments. More information on our privacy and security policies can be found here.

Do you provide customers with credit terms?
No - sorry we don't provide credit terms except under certain circumstances and then only to educational and government bodies at our own discretion.

Can I get a refund if I have bought the wrong product?
No - sorry. Due to the nature of the electronic delivery, refunds on software licence purchases are not possible. Please take the time to try the software before making a purchase to ensure the product works the way you expect it to and that it does what you need. Please also ensure that you purchase the correct item when it comes to making your purchase from our website.

Product support cover

What does product support cover mean?
The software products we sell are continually being developed and improved. Having product support cover on your licence means that your licence will automatically qualify for free upgrades released during the period of cover. All our software products include 1 year of product support cover and on almost all the products, a 2 year option is available on new purchases and renewals and the cover can be renewed for a low cost each year.

Does product support cover include telephone and email support?
No, a licence's product support cover only entitles you to new versions of the products as and when they are released. However, we are happy to provide comprehensive free technical support via phone and email to licences which are still within their product support period and that were purchased directly from us. If your licence was purchased through a reseller, then you would contact your reseller as the first point of contact for sales and support queries before contacting us.

I bought my product a month ago and a new version of the software has just been released. Am I entitled to an upgrade?
Yes - all our products come with a year's product support cover so you can rest assured that you can benefit from new developments and fixes that are released over the following year. 2 year product support cover is optional.

I bought my product 3 years ago and I want to download the latest version of the product. Can I do this?
Yes, although you will need to renew the product support cover on your licence which can be done quickly and easily on our website (use the 'upgrade' or 'renew' links). If you have not renewed your product support cover your licence will not cover you for a free upgrade to the latest version of the product.

Can I buy more than 1 year of product support cover?
All software licences purchased come with 1 year of product support cover included, however on most of the products, an optional 2 year product support cover option can be purchased.

Free technical support

Do you provide free technical support?
Yes! We provide a comprehensive free technical support service to our customers via telephone and email. Please note that we are only able to provide free technical support to customers who have licences which are still within their product support cover period as some of our technical assistance may require you to be using the latest version of the software. Please also note that we can only provide free technical support for licences which were purchased directly from us. If your licence was purchased through a reseller, then you should contact your reseller as the first point of contact for sales and support queries before contacting us.

What if my licence's product support cover has expired?
If your licence's product support cover period has expired then we will not be able to provide free technical support until you renew the product support cover on your licence key which you can do on our website by following the Upgrade/Renewal links.

Upgrading

How do I find out about the licences I have purchased in the past?
You can use the 'Your licences' link under 'Your account' which is accessible from the drop down menus. There is also a sophisticated search facility to trace back through historic orders.

How much is it to renew my Licence key?
Please use the appropriate Upgrade or Renew links on the product pages. Please note that all upgrades or renewals will require your existing licence key.

Can I upgrade my licence to increase the number of users?
Yes, please use the appropriate Upgrade or Renew links on the product pages. Please note that all upgrades or renewals will require your existing licence key.

Managing My Account

How do I update my login details?
When you place your first order with us, an account on our site will be created for you. Your email address will form your account login and a randomly generated password will be assigned - you will receive confirmation of these details via email. We suggest that as soon as you receive your login details from us you change your password to a more memorable one. This can be done through 'Your account' which is accessible from the drop down menus.

I have forgotten my password to access my account, what do I do?
On the login page for 'Your account', there is an option to retrieve your password. By providing the email address you used when creating your account, the website will resend your login details to your email address. We highly recommend that you change your password to a more memorable one as soon as you can.