Effective Date: May 24, 2025
Last Updated: May 24, 2025

This Customer Care Policy (“Policy”) governs the scope and limitations of support, assistance, and expectations regarding communication between Wemaxa (“we”, “us”, “our”) and our clients, customers, or users (“you”, “your”, “the customer”).

By engaging with Wemaxa or its platforms, you agree to the principles outlined below.

🔹 GENERAL SUPPORT PHILOSOPHY

  1. Self-Reliance First
    Our services are designed for technically capable users. Customers are expected to attempt all reasonable troubleshooting steps before reaching out to Wemaxa.
  2. Autonomy Encouraged
    We provide platforms and products with the intention of enabling customer autonomy. We do not function as an on-demand support desk.
  3. Documentation Over Dependence
    We advise referring to official documentation, FAQs, changelogs, and help articles prior to submitting a request.
  4. Third-Party Tools Responsibility
    If the issue arises from a third-party plugin, library, API, or hosting provider, you are responsible for contacting the relevant vendor.
  5. No Live Support Guarantee
    Wemaxa does not guarantee real-time assistance via phone, video, or live chat. Response times are discretionary.
  6. Troubleshooting is Collaborative
    We may request logs, screenshots, environment details, or replication steps. Customers must provide this information before any support is considered.
  7. No 24/7 Obligation
    Wemaxa does not operate around the clock. Support availability varies based on project scope, region, and service agreement.
  8. One Channel Per Request
    Submitting the same issue via multiple channels (e.g., email and form) will not result in faster resolution.
  9. Support ≠ Consulting
    We do not offer free business analysis, architecture design, or technical consulting through support.
  10. Requests Must Be Clear
    Vague or ambiguous messages (e.g., “It’s broken” or “Help please”) may not be addressed.

🔹 SCOPE & LIMITATIONS

  1. No Post-Launch Guarantees
    Unless a maintenance agreement exists, Wemaxa assumes no obligation for issues that arise after project delivery.
  2. Not Responsible for User Changes
    If a customer modifies code, deletes files, updates software, or changes configuration, support is voided for resulting issues.
  3. Backups Are Your Job
    You are fully responsible for backing up files, databases, and configuration before making changes.
  4. Local Environment, Local Problem
    Issues that only occur on your personal device or specific local setup are not considered Wemaxa’s responsibility.
  5. One Issue at a Time
    Multiple unrelated issues submitted in a single ticket may be treated as separate and addressed selectively.
  6. We Don’t Fix External Systems
    Problems with your ISP, browser extensions, antivirus, or hardware are beyond our support scope.
  7. No SEO, Legal, or Marketing Support
    Wemaxa does not assist with search engine optimization, regulatory compliance, or advertising strategy.
  8. Custom Requests May Be Ignored
    Requests for custom feature additions, design changes, or platform extensions outside of scope may not be acknowledged.
  9. No Data Recovery Service
    If you lose data, we are not responsible for recovery. Restorations, if possible, may incur additional fees.
  10. We May Say “No”
    We reserve the right to decline support requests for any reason without explanation.

🔹 COMMUNICATION & BEHAVIOR

  1. Professional Conduct Required
    Support inquiries must remain respectful. Abusive, demanding, or threatening language will result in support termination.
  2. Impatience Doesn’t Help
    Multiple follow-ups within short timeframes may delay—not expedite—your response.
  3. Response Time Is Not Guaranteed
    While we aim to reply promptly, we make no promises on turnaround time.
  4. Support Staff ≠ Project Developers
    Your issue will not necessarily be addressed by the person who built your site or app.
  5. One Point of Contact
    Please designate a single person on your team for support interactions to avoid miscommunication.

🔹 BOUNDARIES & LIABILITY

  1. Support Does Not Mean Liability
    Assistance, when provided, is goodwill—not an admission of responsibility or liability.
  2. We Are Not Accountable for Outcomes
    Whether or not support resolves your issue, we cannot be held liable for any consequences or losses.
  3. Use Tools With Caution
    If we provide access to debugging or management tools, use them at your own risk.
  4. No SLA Unless Signed
    Service-level guarantees apply only if explicitly defined in a signed contract.
  5. Final Disclaimer
    While we strive to assist when possible, all users of Wemaxa.com or our services agree that they are ultimately responsible for their own systems, decisions, implementations, and outcomes.

📩 CONTACT

For support inquiries, please email: support@wemaxa.com
Response is not guaranteed unless defined under a service agreement.