Warranty Policy
Last updated: May 29, 2026
AcelleMail is a software product, so "warranty" here means our commitment to fix bugs, deliver updates, and provide technical support within the warranty term — not a physical-goods warranty. The warranty covers the core product, plugins bundled with your subscription, and standalone one-off plugins you have purchased.
1. Warranty scope
While your warranty is active, you are entitled to:
- Bug fixes: defects in the shipped source code are fixed free of charge — across the core product and every plugin included in your purchase (bundled subscription plugins + paid one-off plugins).
- Updates: all minor and patch releases during the warranty term, for the core product and the corresponding plugins.
- Security patches: released with priority, outside the normal cadence if necessary.
- Technical support: installation, configuration, and basic-usage questions answered via the published channels. Priority level depends on your subscription tier (see Quality Policy §3).
- Documentation: Knowledge Base and developer docs kept current with the software.
- Add-on / credit pack: we guarantee credit-counter accuracy, correct quantity purchased, and correct unit price for the entire validity period of the credits.
2. Warranty term
| Plan | Term | Extension |
|---|
| Subscription (SaaS / cloud-hosted) | Entire active subscription period | Auto-renews when plan renews |
| Perpetual license — includes 12-month warranty | 12 months from license-key delivery date | Annual extensions available (see Pricing) |
| Enterprise | Per contract | — |
3. Out of warranty
The following are outside the free warranty scope. They may be addressed via paid support:
- Issues caused by customer source-code edits, unsupported database schema changes, or config changes not in line with the official documentation.
- Issues caused by third-party plugins / themes / extensions not published by AcelleMail.
- Issues caused by the customer's own server, network, or operating system (self-hosted plans).
- Customization requests, net-new feature development, or one-off integrations.
- Issues caused by misuse or Terms-of-Service violation.
- Outages caused by force majeure: natural disasters, large-area power loss, large-scale DDoS, government orders.
- Reinstallation on a different server (one-off plans) — supported once free of charge; subsequent reinstalls are billable.
4. Warranty process
- Submit a request via support@acellemail.com or the contact form at https://www.acellemail.com/contact.
- Include: description, repro steps, screenshots/logs, software version, environment, order ID / account email.
- Our team acknowledges within 24 business hours and triages by severity (see Quality Policy §3).
- Issues are addressed per the corresponding target time. You are notified by email on fix.
- SaaS patches auto-deploy. For self-hosted, you receive update instructions.
5. Warranty voided
Your warranty may be suspended or voided when:
- The warranty term has expired (one-off plans without extension).
- The contract has been terminated or your account closed by your request.
- You have committed a serious Terms-of-Service violation resulting in account suspension.
- Unauthorized license use (key shared illegally, usage beyond the purchased plan).
6. Warranty contact
