# Yatoon Commercial Policies

These policies are customer-facing templates. Update company name, support email, legal entity, jurisdiction, and payment terms before publishing.

## Refund Policy

Yatoon Pro includes a 14-day refund window for first-time purchases.

Refunds are available when:

- The customer requests a refund within 14 days of purchase.
- The plugin cannot perform the advertised core booking function after reasonable troubleshooting.
- The customer provides enough information for support to investigate, such as WordPress version, PHP version, active theme, active plugins, and error messages.

Refunds are not guaranteed when:

- The request is made after 14 days.
- The issue is caused by unsupported custom code, hosting restrictions, or third-party service account limitations.
- The customer refuses reasonable troubleshooting steps.
- The purchase was a renewal and the plugin was already used successfully before renewal.

Approved refunds revoke access to Pro updates, premium downloads, and priority support.

## Support SLA

Support is provided during normal business days, excluding holidays.

- Free users: community or best-effort support.
- Pro users: priority email support.
- Target first response for Pro users: 1-2 business days.
- Critical booking outage for an active Pro salon: best effort same business day.
- Custom development, theme customization, data cleanup, and third-party account setup may require paid service.

Support covers:

- Installation questions.
- Plugin settings.
- Booking flow issues.
- License activation.
- Square, Vagaro, Stripe, Twilio, and Google Calendar setup guidance.
- Bug reports reproducible in a standard WordPress environment.

Support does not cover:

- General WordPress maintenance.
- Hosting/server administration.
- Custom theme or plugin development.
- Third-party service fees or account approvals.
- Data recovery when no site backups exist.

## Compatibility Policy

Yatoon supports actively maintained versions of WordPress and PHP listed in `readme.txt`. Customers should keep WordPress, PHP, themes, and plugins updated.

For best reliability:

- Use HTTPS.
- Use SMTP for WordPress email.
- Exclude booking pages from aggressive caching.
- Test updates on staging before updating a live booking site.

