Answers to Frequently Asked Questions
Questions:
Answers:
Q: What is the "license key" and how does it all work?
A:
A license key is a small set of letters and numbers that we send you after you have purchased a license for our software. You need to enter your license key into the software to let it know that you have purchased it, and make it stop displaying the "registration reminders".
Q: How do I download the software I've purchased?
A: Simply visit our Download Center and download the installation file of the product that you have purchased. Install it, enter your license key into it when prompted, and that's all!
Important: Make a backup copy of the installation file that you have downloaded from our web site, as well as a copy of our message with your license key, on a floppy or other removable disk, because if you ever need to reinstall the software, you will need both, the installation file and your license key to install the software in the licensed mode. It's not enough to store the installation file on your hard disk, because if it crashes, you will lose the file. (Yes, hard disks do crash.) We provide for download from our web site the latest versions of our products only. When we release an updated version, we remove the older version from the download area, so the installation file with the version that you have purchased may not be available for download in the future. Remember, it's your responsibility to backup your important files!
Q: How long will I wait for the license key after I have placed an order?
A: Usually just a few hours, if you have submitted your order during our normal business hours (we are in the USA, on the Mountain Time). If you have placed your order after hours, or during a weekend or a holiday, it may take 24-48 hours to process your order. If you have ordered from us before, then your upgrade order may be processed automatically and you will receive your new license key within a minute or two. If this is your first order with us, however, then we may need to review it manually before processing, for security reasons (to prevent unauthorized charges to your credit card). In a perfect world we would rather fulfill orders automatically, but since this world is not that perfect, we must be on a lookout for its imperfections, and that unfortunately takes time. Thank you for your patience and please accept our apologies for the security checks we must perform.
Note that you can start using the software without entering a license key into it: our programs are fully functional and operate without limitations even before you have purchased them! You can always enter your license key into the program later on, after the program has been installed.
Q: What is your return policy?
A:
We are not happy if you are not happy with our software, so we offer an unconditional 30-day money-back guarantee
on every software license for up to 5 computer or users, except as listed below. Well, there is one obvious condition: you must remove the software from your computer. We may ask you to mail or fax us a signed Letter of Intellectual Property Destruction in order to issue the refund.
NOTE: The CD-ROMs and shipping charges, if any, are not refundable. (We can only REPLACE a defective CD-ROM). Service fees for a license key or an installation file replacement are not refundable: please backup your license key and installation file with your other important files to avoid such replacement fees. Licenses for more than 5 users or computers are not refundable: please feel free to try out the 100% functional evaluation copies of our software before purchasing such a license.
If you have made us an offer to purchase a product at a reduced price and we have accepted your offer, such an order is not refundable: if you want to be eligible for the money-back guarantee, please purchase the product at its full price.
Finally, if you have requested a refund, and then purchased that or any other product from us again, the second purchase is not refundable. Again, please try out the 100% functional evaluation copies of our software before purchasing a license for the second time.
Please feel free to contact us before placing your order if you have questions about our refund policy.
Q: What is your upgrade policy?
A:
We provide free upgrades to the updated versions of the same product that we may release within one year from the date of your purchase. For example, if you have purchased your license in March 2010, you may use your license key for all updated versions of the same product that we may release during the next year, up to March 2011 (both minor and major upgrades are covered by this offer). In other words, within one year after the purchase you get all upgrades to the product free of any charges. Simply download the setup file with the latest version, install it, enter your existing license key into it, and that's all.
If your one year of free upgrades has already expired, you can purchase the updated version at a discount: visit our online Upgrade Center, enter your existing licensing details into the form, and the next page will show the discount upgrade options available to you. (Of course, you don't have to upgrade if you don't want to: you may continue using the version that you have purchased for as long as you like, if it works for you well enough, without paying any additional fees.)
Q: For how many users/computers should I purchase a license?
A:
The answer depends on the product you wish to purchase.
Folder Guard (all editions),
MySecretFolder,
and HostName Commander
are licensed on the per-computer basis. This means
that if you want to install and use the software on more than one
computer, a site license for the total number of the computers must
be obtained. If you are ordering the software for use by multiple
users in a network, you don't need to include every computer
attached to the network in your license, but you must include every
computer on which the program is installed or used, regardless of
whether the user of the computer happens to know that the program is
in use on their system. If you have single computers that allow
multiple users to use the program simultaneously, you must count
each keyboard or terminal separately when determining how many
computers are using the program.
AB Commander (all editions),
ActiveExit (all editions),
and Desktoplet
are licensed on the Single User or Computer; Per User or Computer basis. That is, if you have just one computer that is used by many users, you may purchase a single-copy license for your computer. If, on the other hand, you have several computers and your are the only one who uses them, then again, you can purchase a single-copy license and install and use the program on all computers that you have.
However, if there are several users at your location who use several computers, you need to purchase a multi-copy (site) license, for the number of users or computers (whichever number is less) at your location. For example, if there are 2 computers used by 5 users, you need to purchase a 2-copy license. If there are 2 users working at 5 computers, then again, a 2-copy license must be purchased.
Please refer to the file License.txt, included with the evaluation
version of each product, for more licensing information specific to
each product.
Q: How do I place a mail or phone order?
A:
Start by visiting our Online Store: You will be prompted to select the product(s) to order, the delivery options, and the payment method most convenient to you, (online, mail, fax, phone, an so on). The next page will show the instructions on how to submit your payment, including the mailing address, fax and phone numbers, and other relevant information.
Q: Can I order your products without a credit card?
A:
Yes, you can. We accept major credit cards (Visa, MasterCard, American Express, and Discover).
The credit card information may be submitted online (via a secure server), by mail, phone or fax.
(However, online credit card ordering may not be available for all products and options.)
In addition, we accept checks (in US dollars, drawn on a US bank),
money orders, International Postal Money Orders (in US dollars only),
American Express Money Orders (in US dollars only),
and cash (US dollars only, no coins, by a registered mail only).
We also accept direct bank (wire) transfers, but such transfers require additional fee. Please visit our Online Store for more information.
Q: Why do you ask me for my address and phone number?
A: Because our credit card processor requires us to collect this information
in order to validate the credit card number you are submitting.
In a regular shop, when the credit card is physically present during the transaction,
the clerk can examine the card and your signature on it, but in the online shops such as ours
we have only your credit card number, and the only way to verify it is to
compare your billing address that you have entered with the address on record
with the bank that issued your card.
We would like to stress that we collect this information for your protection only.
We do not disclose your personal information to any third party without your explicit permission.
Click here to see our Privacy policy.
Even if you do not use a credit card, we are required to have your address
on record for the sales tax purposes, to be able to verify your license and confirm your order,
if necessary, and sometimes even to contact you (in case your email server goes down).
Q: What exactly do you mean by "secure order processing"?
A: This means that when sending us your credit card information via the Internet,
your web browser will encrypt it first, and then send it to our processing server
in the encrypted form, so that your credit card information
cannot be read as it travels over the Internet.
We use the industry standard Secure Sockets Layer (SSL) protocol
for secure online commerce transactions.
Q: What delivery options do I have?
A: We offer free email delivery of the license key(s) by email. That is, after your order has been processed, we will send you your license key by email, along with the instructions on how to download the software from our web site. You would need to download the installation file, run it to install the software, and enter your license key into the program.
If you prefer, you can also choose to receive the software by mail, on a CD-ROM (additional fee applies.) We would like to stress that even if you order the CD-ROM, you still need to purchase a license for continued use of the software and enter your license key into the software installed from the CD-ROM. If you don't purchase a license, you will be able to use the CD-ROM to install the software in the evaluation mode only.
Q: What is "evaluation version"?
A: This is a version of the software that you can freely download from our web site and install on your computer for the purpose of evaluating whether it works well enough for your needs. There is NO functional difference between the evaluation and licensed (registered) versions of our products: all features of the licensed versions
are available and can be used in the evaluation versions.
The only difference between the licensed and evaluation versions
is the "registration reminders", displayed by the evaluation versions
from time to time.
To suppress the registration reminder screens, you must enter into the
evaluation version your license key (or registration code). We provide you with your
license key after you have purchased a license for continued use.
Q: May I make a copy for a friend?
A:
Yes, you may give evaluation copies of our programs to your friends and
associates (It's shareware, after all!). However, you may NOT
share your license key/registration code, if any, with anybody else.
Please remember
that the license key we provide you with are for your own use only.
If your friends like our programs, please let them purchase their own
license keys. To avoid possible confusion, please give out the
original installation files that can be downloaded from this site.
There are several other simple, but important conditions which we impose
on further redistribution of our programs. Unless you have obtained a
written permission from us to do otherwise, you must:
- Include ALL of the UNMODIFIED original files of the evaluation version.
- Inform the user that the evaluation copies are for the evaluation purposes ONLY.
- Not charge for the evaluation copies.
- Not bundle our software with other programs.
- Once again, please don't share the license keys.
For the complete text of our distribution license, please refer to the
files License.txt, included in the evaluation versions.
Q: What exactly do I get after I've placed my order?
A:
When you purchase a license for continued use of our software product, you receive:
- A license key, allowing you to use the program without the "registration reminder"
displayed by the evaluation version.
- FREE upgrades to the updated versions of the same product released within
one year after the date of purchase (Both minor and major upgrades are free within one year).
- FREE customer support by email for at least one year after the purchase.
- Optional software box (with a CD-ROM) delivered to your mailbox (additional fee applies).
Q: Can I download the older versions of your software?
A: We provide for free download the latest versions of our programs only. Please back up the installation file with the version of the program that you have purchased, along with your other important files, because you will need this file if you decide to reinstall the software. If you don't backup the file that we are no longer offering for download, you can order a replacement of the file from us. Please note that the older versions are available to the licensed customers only. Click here if you want to order a replacement for the older version of our software that you have purchased.
Q: What if I've lost my license key?
A: If you cannot find a copy of our message with your license key, please contact us to request a replacement. Please provide your full name, mailing address, email address that you had at the time of your original order, as well as the approximate date of your order and the method of payment that you used when purchasing your license, and we will look it up for you. Please note that we will do this free of charge the first time, however, if you lose your license key again, the next time we will ask you to pay $10.00 service fee for the license key replacement. Always print out our message with your license key and save it with your other important papers to avoid the hassle of getting the replacement!
Q: How do I upgrade to the latest version?
A: If you have purchased from us in the past, you can buy a license for a newer version
of the same product at a discount. (Or, if you are within the "one year of free upgrades"
period, you can upgrade to the newer version without paying anything!)
Simply visit our Upgrade Center and enter your registration information
for the product that you have purchased in the past. You will be presented with the upgrade options
available to you. And remember, when you purchase an upgrade,
you get a new full year of free upgrades with it, too!
Q: Do you offer quantity discounts?
A:
Yes, we do. Click here to get instant quotes and see the price lists.
Q: Do you accept Purchase Orders?
A:
Yes, we accept Purchase Orders from organizations and companies
(although we reserve the right not to accept any particular purchase order,
if it is not up to our requirements).
To submit a Purchase Order, first visit our Online Store
and prepare an order, as usual (please select the method of payment other than
"credit card online"). The instructions on submitting the P.O. will be shown
on the web page after you have filled out the form.
Please note that your Purchase Order form must clearly show your company name,
address, phone/fax number, and a Purchase Order Number, as well as a signature of
the authorizing financial officer of your company. Unofficial purchase order
forms will not be processed.
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