About JetFormBuilder

What page builders is JetFormBuilder compatible with? 

JetFormBuilder uses the WordPress native blocks editor, also known as Gutenberg, for creating forms.

Please mind, that forms can be outputted with the help of the shortcodes to any page builder editor.

Is JetFormBuilder GPL-compatible?

JetFormBuilder’s initial code is GPL-compatible and, therefore, completely eligible for public use. Supplementary services (such as plugin updates, client support, etc.) are included in the JetFormBuilder’s Pro subscription and are implemented on a commercial basis. This means the users can’t resell the JetFormBuilder’s license as it contains additional services provided by our company, and that does not align with GPL rules.

What does JetFormBuilder have to do with Crocoblock?

The JetFormBuilder plugin and its addons were created by the Crocoblock team.


What are the technical requirements needed to use JetFormBuilder?

JetFormBuilder is a WordPress plugin. To use the plugin and its addons, you must have the WordPress site. Also, please make sure to meet all the requirements listed below in order for JetFormBuilder and its addons to work smoothly:

  • PHP 7.3 or higher;
  • MySQL 5.6 or higher.

Also, you might want to check if your hosting provider is compliant with all the needed requirements for your project. 

Do you have a free trial?  

Yes, we have. JetFormBuilder’s free version is presented on WordPress.org

Do you have an affiliate program?

No, we do not have it yet, but it is coming soon.

Do I need coding skills to use it?

Not at all. You can create and handle your forms without any coding skills. JetFormBuilder forms are easily manageable. 

Subscription and License

Which subscription types does JetFormBuilder offer?

We offer two types of subscriptions – Free and Pro. 

  • The Free subscription can be used for unlimited sites. It grants you access to the basic updates and support on the WordPress.org site. 
  • The Pro subscription splits into 1 website and Unlimited websites.
  • This type embraces the plugin and its addons’ regular updates, and support via chat and Zoom calls.

Although, bear in mind that it’s still a subscription, which needs to be renewed in a year.  

How to upgrade JetFormBuilder from One website to Unlimited?

If you have a 1 Website Pro subscription, you can upgrade to Unlimited Pro. It can be done in either your JetFormBuilder account or please contact support.

How to extend a subscription for another year?

The renewal process is fairly easy and does not take long. If your license key is still active and there is enough money on a bank card attached to your account, the renewal will be automatic. Otherwise, you may need to renew manually. Please complete the following steps:

  • Go to your account and log into it.
  • Find JetFormBuilder Membership in the Purchase Details section.
  • In the License block, press the “Renew License” link.
  • Fill in the checkout form that you are redirected to.

What happens if I will NOT renew my Pro subscription?

If you choose not to renew your subscription, it will remain operative till it expires. After the license expires, the website(s) built with JetFormBuilder Pro products will keep working. However, it will be impossible to get the updates. We highly recommend you download and save the latest plugin versions prior to license expiration and make no changes to the developed website(s) afterward.

Kindly mind that we do not provide official support to customers whose license is out of date. They can no longer qualify for Zoom calls and help from the JetFormBuilder support team.

What should I do if my license expires soon, and I intend to keep using JetFormBuilder Pro Subscription?

Make sure there is enough money on your credit card in order for the system to charge you and extend the subscription. If there is no money on the credit card, the automatic license renewal will fail. In this case, you are supposed to renew the license manually. Another option is to cancel the existing subscription, purchase the new one, and use it instead.

Can the subscription be canceled?

Yes, the subscription can be canceled from your personal JetFormBuilder account. In this case, no more recurrent charges will be made. Still, you will be entitled to receiving customer support services and plugin updates for as long as your license key remains active. 

How do I qualify for a 30-day refund?

If you are not satisfied with any of the JetFromBuilder Pro subscriptions, you can ask for a refund during the first 30 days from the date of purchase. Refunds are carried out regardless of the purchase amount and total price. 

To qualify for a refund, please submit a refund request from your personal JetFormBuilder account. Bear in mind that we do not repay the service fee you have been charged by your bank when making a purchase.

How to update the products included in the JetFormBuilder Pro subscription?

As long as the subscription license is active, you get all the newly-released plugin addons, plugin updates, and other product updates included in your subscription plan. To update the plugins, you should have an active license key. Moreover, you can download the updated plugin version from your JetFormBuilder account.

Does the license key activation on a local server qualify as an installation?

It certainly does. If you have got a license key for One website and activated it on your local server, this license key is deemed operative and cannot be reused elsewhere.

On how many websites can I create forms using one Unlimited license?

This license type allows you to create an unlimited number of forms for multiple websites within a specified timeframe. However, if we happen to detect any suspicious activity on your account like a huge number of newly-created websites, we retain the right to cancel your subscription. There is nothing to worry about if you do not resell the license. Prior to cancellation, we may want to request a list of domains where the license key was used. In case you need to grant access to any websites of yours, make sure to use subkeys. This is a way to protect your license from being stolen and avoid unwanted attention to your account.

Does the license allow reselling the items from the subscription?

JetFormBuilder by Crocoblock owns distributed GPL-compatible code and commercial-based services included in the product subscription. This means that any WordPress user can work with the initial plugins’ code freely, but they are not eligible to resell the JetFormBuilder license as it contains supplementary services provided by our company.

Can I use the license to create my own commercial products?

No, it is strictly prohibited to use JetFormBuilder in any way that causes any direct or indirect – incidental and consequential – damages to the JetFormBuilder brand itself and JetFormBuilder users. 

Nevertheless, we are always open to new cooperation opportunities provided that such a partnership does not breach any of our policies. If you look forward to cooperating with us, please contact our marketing team at [email protected]. We shall address all questions and figure out a mutually beneficial agreement

Subscription and License Policy amendments

In some cases, the company retains the right to modify the Subscription and License Policy without notice. We also remain entitled to refuse support services to any customer or even discontinue their license, if they happen to breach any of our Terms of Use policy provisions. 

Last updated: May 28, 2021

Refund and Cancellation

What are the terms of receiving a refund?

You can receive a refund during the first 30 days from the date of purchase. This can be done via your personal JetFormBuilder account. You can claim a full refund regardless of the package cost. However, you should consider some limitations that touch upon:

  • Exchange rates

Please keep in mind that if you purchase the JetFormBuilder subscription in any other currency than USD, we do not refund the concurrent difference in exchange rates.

  • Service fees

In case you have been charged a service fee when purchasing a JetFormBuilder Pro subscription, the amount you will receive as a refund will not include the service fee mentioned above. Since we do not charge you any extras, we cannot reimburse you for paying service or tax fees established by your country.

How and where can I cancel my subscription? 

The subscription can be canceled at any time in your personal JetFormBuilder account. In this case, no recurrent charges will be made anymore. However, if you wish to resume after a while, you will be charged the very same price you paid upon the first-time purchase.

I am a JetFormBuilder client and I have been charged for another year. Can I qualify for a 30-day refund if not willing to continue using JetFormBuilder?

Yes, you can ask for a refund within 30 days from the date of auto-renewal. Please make sure to contact our support team, and we will fix that up. 

Refund and Cancellation Policy amendments

In some cases, the company retains the right to modify the Refund and Cancellation Policy without notice. We also remain entitled to refuse support services to any customer or even discontinue their license, if they happen to breach any of our Terms of Use policy provisions.

Last updated: May 28, 2021

Support

Who сan use support services?

We support the products that are being sold on JetFormBuilder.com only. Our customers are subject to email verification via the credentials they used to purchase the products on jetformbuilder.com. 

Once the support agents get the valid purchase email and a license key, the support through chats, tickets, and/or video calls will be provided.

In case the customer downloaded a free JetFormBuilder version from the WordPress.org site, the support would be provided via WordPress.org directly.

When are support services provided? 

The Support Services are provided in the following cases:

  • you faced an issue caused by any of the products provided by JetFormBuilder and need assistance to solve it;
  • you find it difficult to work with the functionality provided by some products within the JetFormBuilder subscription and need guidance or assistance from the support team;
  • you have some pre-sale questions and would like to get assistance before purchasing the product.

Before contacting the support team, please make sure that your site licenses are up to date and the site is optimized according to this short guide: ?

We highly recommend checking the knowledge base, YouTube videos, and the Facebook community in particular, since the question you might have has already been answered.

If you require help that is not within this scope, such as how to use default WordPress functionality, then we are likely to redirect you to external articles or support forums instead.

Please note that the support agents retain the right to refuse the provision of Support Services across all support channels if there was no purchase email provided.

Cases not covered by support services

  • there is no valid purchase email provided;
  • the license is expired, canceled, or refunded;
  • there’s a compatibility issue with a third-party product;
  • the server or website’s parameters don’t meet the recommended requirements necessary for JetFormBuilder products to work, and you’re unable to change the settings; 
  • the issue happens in the browser; 
  • the question asked is not related to the products acquired from JetFormBuilder’s official website;
  • the question features additional customization, custom CSS, and functionality not provided by JetFormBuilder products (in this case, it is recommended to add a feature request).

JetFormBuilder support team’s working hours

We are available for support from 9 AM to 6 PM as per EET (UTC+2) timezone during business days. You can find out your time zone equivalent on Time.is.  In case of Ukrainian national holidays or high activity in the support channels, this schedule may slightly differ, which would be mentioned in the tickets and chats.

Support services available languages

The support services can be provided in these languages:

  • English;
  • Ukrainian;
  • Russian.

If any other language is used, our support agents will do their best to understand the message, using Google Translator, but the response will be provided in English. In case of a video call, the agents retain the right to redirect the customer’s issue to another support channel be it the chat or ticket.

If you attach the video of the issue, please be sure that the audio is recorded in the English, Ukrainian, or Russian languages.

Average estimated response time

Tickets

The average estimated answer time from the JetFormBuilder support team to a ticket is 24 hours (1 business day). Please note that all the ticket requests are processed according to the submission’s queue – from the oldest to the newest ones only.

Chats

The average estimated answer time from the JetFormBuilder support team to a chat is 3-10 minutes unless there is no other note about the chat being overloaded or the agents being out of office, etc.

Average issue processing time

Usually, it takes up to 1-2 business days to get the common issue resolved. For bug reports, the resolution time might take longer, and the approximate timeframe would be provided by the support agent.

In some cases, a more detailed investigation is needed, and the support agent will inform you that the solution needs time to be implemented by developers. In this case, the response time will depend on how quickly the developers will provide the needed fix.

Safety and Privacy concerns

We value your privacy and always recommend sharing with us only a staging site where personal data is removed from the database. After our support agent puts things in order, you may change the login details as well. In any case, your info won’t be distributed, used by unauthorized persons, or disclosed in any other way. We also encourage you to back up your WordPress website, so you’ll be able to return to a proven and secure version if something goes wrong.

Zoom сalls support policy

Which cases are considered Zoom-worthy?

Cases we cover through video calls:

  • you are working on the localhost, and there is no way to provide our support team with a full access to the website;
  • you are working with the issue, which is difficult to explain in the tickets or chat, and it is necessary to share the screen;
  • you can not provide the credentials due to the policy or any other security reason, and it is better to share the screen.

How to book a video call?

A video call can be booked on the Help Center page. Once you are redirected to the Calendly, please pick the desired date, time and fill in the required fields to schedule a meeting with a support agent. Please note that the time zone is EET (UTC+2), and you can find out your time zone equivalent on Time.is.  

How do I know that the call is booked?

Once you book a call, the confirmation will be sent right away to the email you provided in the booking form. If there is no notification, please check the Spam, Social, Promotions, Notifications, and other folders or make sure that the email address was filled in properly.

How many video calls can I book?

You can book 8 Zoom calls per month (but no more than 1 per day) under one purchase email. Please keep in mind that once you haven’t attended the video call without notice, this call would count in, and the total number of calls will be reduced by one.

How much time can I speak with the support agent during a video call?

Video calls’ duration is set to 30 minutes. In case the issue takes longer than 30 minutes, or some questions remain unanswered during the call, please create a ticket in order to carry on the communication with the support agent. We highly recommend preparing the questions beforehand to make the call more productive.

What info should I provide for the Zoom call?

In order to speed up the processing of the issue in tickets or chats, please consider providing the following information in a private ticket or chat:

  • website’s address (URL);
  • login credentials (username and password);
  • FTP access (phpMyAdmin, cPanel, etc.);
  • permission to activate/deactivate your plugins and switch the theme;
  • a link to the page where the issue has occurred;
  • a detailed description of the issue, as well as screenshots capturing the issue.

Support Policy amendments

In some cases, the company retains the right to modify the Support Policy without notice.

Last updated: May 28, 2021