We're in your corner - before, during, and after every purchase.
At Vraja Technologies, support isn't an afterthought. When you purchase one of our Odoo apps, modules, or integrations, you're not just buying software - you're working with a team that stands behind what it builds. We're committed to making sure what you purchase works correctly, and when something goes wrong, we take that seriously.
This page explains how our support works, what's included in your purchase, how we handle third-party dependencies and version upgrades, and the conditions under which a refund may apply.
Vraja provides free support for a duration of 60 days if a customer reports an issue through our contact us page and if vraja recognise that the issue is arising due to our Odoo App. Please refer the following terms and conditions carefully:
1. Free Support Period
We provide 60 days of free support from the date of purchase for any issues related to the purchased app or module.
Free support includes:
- Bug fixing related to the purchased module
- Assistance with module configuration
- Support for technical errors caused by our app
- Guidance for standard setup and usage
- Verification of issues reported within the support period
Our team is always ready to fix any genuine technical error related to our app. For confirmed technical bugs in our module, we are committed to providing a proper solution. However, support requests must be reported within the valid support period.
After the completion of 60 days, any new support, configuration help, customization, investigation, or technical assistance will be considered paid support.
2. Support Availability
Our regular support hours are:
Monday to Friday 09:00 AM to 06:00 PM IST
We do not provide regular support services outside working hours, on weekends, or on public holidays.
However, if there is an urgent issue that directly affects business operations, we always try our best to assist as soon as possible based on team availability and issue priority.
We strive to provide quick support through email, ticket, Skype, or Google Meet. However, depending on the complexity of the issue and current support workload, it may take 24 to 48 working hours for our support team to respond to your ticket.
3. Support Process
To resolve any issue properly, our support team must first analyse the technical details. Most issues cannot be checked or solved only during a call because proper investigation may require reviewing configuration, logs, server settings, API responses, app code, or integration flow.
For this reason, we follow a proper support process:
- Customer reports the issue with clear details.
- Customer provides required access and credentials.
- Our team analyses the issue.
- We confirm whether the issue is related to our app, configuration, third-party API, server, or another custom module.
- If the issue is related to our app and falls under the support period, we provide the required fix or guidance.
Calls or meetings may be arranged when required, but final issue analysis and resolution depend on proper access and technical verification.
4. Access Rights Requirement
To provide support, it is mandatory for the customer to provide the required access rights requested by our support team.
Generally, we may require:
- Odoo login access
- Admin access, if required
- Server access
- Odoo.sh access, if applicable
- Error logs
- Module files or custom addon details
- Database access or staging environment access, if required
- Third-party API credentials for integration-related issues
- API documentation and testing credentials for connector/integration issues
For integration-related support, testing credentials and API documentation are mandatory. Without valid credentials and documentation, it may not be possible to check or resolve the issue quickly.
The customer must provide complete access to all systems, servers, and platforms necessary to analyse and resolve the support request.
We do not provide support through AnyDesk, TeamViewer, or similar screen-sharing software as a primary support method. Screen sharing is not suitable for proper technical debugging, especially for Odoo apps, server issues, API integrations, and custom module conflicts.
5. Third-Party API / Version Updates
Some of our modules depend on third-party services, such as shipping carriers, payment gateways, EDI platforms, marketplaces, or external APIs.
If a third-party service updates its API, version, authentication method, endpoint, request format, response format, or technical rules, it may affect the existing features of the app.
In such cases, we will try to provide an update for our app. However, such updates may take time depending on:
- API change complexity
- Availability of updated API documentation
- Testing credentials provided by the customer
- Required development and testing effort
- Third-party service response time
If the customer needs the update on an urgent basis, they may need to purchase a paid support or development plan for priority handling.
6. Custom Addons and Conflict Issues
Free support does not include issues caused by:
- Other third-party apps
- Custom modules developed by another vendor
- Custom code changes made by the customer
- Changes made directly in our module by the customer or another developer
- Server misconfiguration
- Incorrect Odoo setup
- Unsupported Odoo version
- Missing dependencies
- Third-party API downtime or API changes
- Odoo standard limitations
We are not responsible if our app conflicts with other custom addons, third-party modules, or modified Odoo code. In such cases, our team can investigate and provide a solution under paid support or customization service.
7. Upgrade Policy
Starting from Odoo version 13, each Odoo version of the app is sold separately.
For example, if a customer purchases the app for Odoo 16 and later wants to use it in Odoo 17, Odoo 18, or Odoo 19, they must purchase the app for the required version separately.
Free upgrades from one major Odoo version to another are not included.
Version migration, code migration, database upgrade, compatibility changes, and testing for a new Odoo version are considered separate services.
8. Refund Policy
All purchases are final. No refund will be provided once the app/module is purchased, except under the specific condition mentioned below.
Customers are responsible for checking the following before purchasing:
- Correct Odoo version
- Community or Enterprise compatibility
- Odoo Online, Odoo.sh, or self-hosted compatibility
- Required features
- Third-party service availability
- API access availability
- Technical requirements
- Module description and documentation
If a customer is using Odoo Online and purchases an app by mistake, Vraja Technologies will not be responsible for providing a refund. Customers must verify before purchase whether the app is suitable for their Odoo hosting type and version.
Before purchasing any app, please make sure you are purchasing the correct version and the correct module for your requirements.
9. Refund Exception for Unresolved Issues
If the customer reports a valid technical issue within the 60-day support period and the issue is directly related to our app, we will make every reasonable effort to resolve it.
If our team is unable to resolve the confirmed issue within a reasonable time period, generally within one week after receiving all required access, credentials, documents, and issue details, then the customer may be eligible for a refund.
Refund eligibility is subject to the following conditions:
- The issue must be reported within 60 days from the date of purchase.
- The issue must be directly related to our app/module.
- The customer must provide all required access rights, credentials, logs, and documents.
- The issue must not be caused by third-party API changes, custom addons, server configuration, Odoo standard limitations, or incorrect setup.
- The customer must allow our team reasonable time to investigate and fix the issue.
- The customer must not modify, resell, redistribute, or continue using the app after refund approval.
After 60 days from the purchase date, no refund request will be accepted under any circumstances.
10. Customer Responsibility
To receive proper support, the customer must:
- Provide clear issue details
- Share screenshots or videos, if required
- Provide Odoo and server access
- Provide API credentials and documentation for integrations
- Use the correct app version
- Avoid modifying the app code without confirmation
- Report issues within the support period
- Cooperate with our support team during investigation
Delay in providing access, credentials, documentation, or required details may delay the support process.
11. Important Note
Our goal is always to support our customers and provide a working solution. We value long-term relationships and try our best to help customers even after the free support period. However, support, upgrade, customization, integration changes, and conflict resolution must follow the conditions mentioned in this policy.
By purchasing our app, module, or service, the customer agrees to this Support & Refund Policy.
Availability
Our support services can be availed from Monday to Friday during 09.00 – 18.00 IST. We do not provide support services outside our working hours and on weekends.
We strive to provide quick support on skype/google meet to all our customers. However, it may take 24 – 48 hours for our support team to respond to your ticket.
Access Rights
It is mandatory for the customer to provide the access rights asked by the support team. Generally, we require Odoo Login Details and Server Access details to attend your ticket.
It is mandatory for the customer to provide full access rights to Vrajatechnologies of all the systems and servers that are necessary to analyse and resolve the support request.
We do not provide support via AnyDesk or any similar screen sharing software.
Upgrade
If a third-party services updates their version/API and it affects the existing features of the app, we will provide free update but It’s take sometime If you need on urgent basis so you need to Buy Support Plan. we are not responsible If app conflict with your other Custom addons. Free support not included.Refund
All purchases are final. No refund will be provided under any circumstances.
If Customer Using odoo online and they purchase app by mistake so we are not responsible to provide the refund of the app.
Before Purchase Any APP Please make sure you are purchasing the Correct Version.Starting version 13, every version of the app will be sold separately. Free Upgrades will not be provided.
Free Support Included
APP Installation
Configuration
If any Bug/Issue Raise From Our Module.
