1. Support Availability & How to Reach Us

Support Hours:
Monday to Friday – 10:30 AM to 6:30 PM (Indian Standard Time)
Excluding public holidays and weekends

How to Contact Us:
You can reach us via email at [email protected].
Alternatively, you can submit your query using our Contact Us Form.

To help us respond faster, please include:

• Your sales order number
• A clear description of the issue
• Screenshots or steps to reproduce the problem (if applicable)
• Please download the latest version of the module as the bug you are reporting might already be fixed in the most recent update.

Response Time: We aim to respond to all support queries within 1–2 business days.

If your query requires technical investigation, it may take additional time, as we carefully test solutions to ensure they don't affect app stability or disrupt updates for other users which are already using our app in their live envionment.

2. What’s Included in Support

We provide free support for 90 days from the date of purchase for queries related to our modules only. Our support services are designed to help you with the following:

• Bug fixes related to the functionality of our theme and apps, ensuring they work as intended.
• Configuration assistance related to our apps and guidance on how to set them up, based on the instructions found in our app documentation.
• Access to module's updates for the purchased Odoo version, including bug fixes, security patches, and new features, available through the Odoo Apps Store platform..
• Support with ensuring compatibility between Droggol’s apps and the latest versions of Odoo.
• Basic guidance on how to use our apps as intended, including common configurations and functionalities specific to the features of our apps.
• Support available through email, our Contact Us form.

After the 90-day free support period: If you find any genuine bugs in our product, we are happy to fix them. This ensures our product remains bug-free and that all of our customers' environments continue to perform optimally.

3. Compatibility

Our apps and themes are designed to work seamlessly with specific Odoo versions as listed on the Odoo Apps Store product page. Please ensure that you are using the correct version of Odoo that matches the version of the module you’ve purchased.
Using the apps on an unsupported Odoo version may lead to unexpected issues, and such cases are not covered under our free support.

Our Odoo apps are fully compatible with:

• Odoo Community
• Odoo Enterprise (on-premise)
• Odoo.SH

Note: Our Odoo apps are not compatible with Odoo Online (SaaS), as the Odoo Online platform does not allow the installation of third-party applications.

4. Access Requirements

To resolve issues quickly, we may need full access to your Odoo system to:

• Diagnose issues and identify the root cause.
• Implement fixes and ensure fast resolution.
• Test the solution directly in your environment.
• In rare cases, restore a copy of your neutralized database locally for advanced debugging

Please note, we do not provide support via TeamViewer or similar screen-sharing software. We require direct access to your Odoo system (admin access or necessary permissions) for troubleshooting.

Your security and confidentiality are important to us. Any access granted will only be used for resolving the issue at hand.

5. About Updates & Upgrades

For the purchased version of our Odoo apps and themes, you will receive free updates through the Odoo Apps Store. These updates include:

• New features
• Bug fixes
• Performance improvements
• Security patches

Please note that each major app version is sold separately. For example, if you purchased the theme for version 15.0, you can only use it with Odoo 15.0. If you want to upgrade to version 18.0, you will need to purchase the app again from the Odoo App Store. This policy applies to all apps sold on the Odoo App Store.

Migration to New Odoo Versions

When upgrading to a newer version of Odoo using Odoo's migration script, we include a migration script within our modules to help automate the process. This script runs during the upgrade to ensure a smooth transition. However, please be aware that it may not cover every possible scenario, and in some cases, additional adjustments may be required, especially for website-related modules.

The complexity of migration can vary depending on the technical changes introduced in each new version of Odoo. While our migration script handles most of the common issues, certain upgrades may require more detailed intervention.

If you encounter any issues during the migration caused by our module, you can hire us to assist with the necessary adjustments. Please note that migration support is subject to our team's availability.

We recommend staying up to date with the latest version to take advantage of new features, improvements, and security updates.

6. Licensing & Usage Rights

• Redistribution: It is forbidden to publish, distribute, sublicense, or sell copies or modified versions of the Software itself.
• Single License Usage: A single license is valid for use on one Odoo database only. The license cannot be used across multiple databases.
• License File: Our app includes a license file that provides additional details regarding the terms of use. Please refer to the license file for further information and any specific licensing terms related to your purchase.

7. What’s Not Included in Free Support

Please note that our free support is limited to issues strictly related to our modules. The following items fall outside the scope of complimentary support.

• Resolving issues caused by misconfigurations or faulty installations
• App customization or modifying existing features to suit specific needs
• Configuration or setup of the app
• Compatibility issues not directly related to our app or theme
• Conflicts with third-party modules or customizations
• Errors caused by modifications to the module's source code
• Troubleshooting/Fixing migration issues, especially across major Odoo versions
• Assistance with installing or deploying the purchased app
• Fixing issues caused by outdated Odoo sub-versions
• Problems originating from the Odoo core or its default behavior
• Providing training or detailed walkthroughs beyond the app documentation
• Fixing server-related or hosting infrastructure issues
• Investigating issues with unclear or unknown causes
• Assistance in understanding default Odoo functionality
• Errors caused by missing system libraries or unsupported server environments
• Issues that do not occur in a default, unmodified Odoo setup

8. No Refunds, But We’re Here to Help!

All sales are final, and no refunds will be provided under any circumstances. This includes, but is not limited to:

• Change of mind
• Technical issues unrelated to the app's functionality
• Compatibility with other module or customization issues
• Wrong version purchase

We encourage you to thoroughly review product details before purchasing. While no refunds are offered, we remain committed to providing support and updates for purchased products as long as they are within the supported Odoo versions.

We welcome your feedback! If you feel any features are missing or could enhance your experience, please don’t hesitate to reach out to us.