Support terms

Version v1.0 · In force from: 22 October 2026

These terms apply when you ask the makers of SwiftLing for support through SwiftLing Pro’s Support screen or otherwise. “We” are BBird, obrt za računalno programiranje, vl. Bruno Kos. “You” are the business that owns the website, or acts for its owner.

1. Who may use support

Support is for businesses and professionals (not consumers) with a valid SwiftLing Pro licence or trial. By sending a request you confirm that the site is yours, or that you have your client’s permission to ask for support and to allow what is described below, and that you act for a business.

2. What support covers

Help with using and setting up SwiftLing and SwiftLing Pro, and with finding out why they do not work on your site: translating, addresses, the language switcher, the translation services, WooCommerce prices and emails, import from other plugins, and licence questions.

Support does not cover building or editing your site, other plugins or themes, hosting problems, or custom development. We may say so and close the request.

3. When we reply

We aim to reply within 24 hours, usually faster, in English, German, French or Croatian. It is a goal, not a promise: we may be late on weekends, holidays or when many requests arrive. If your licence has expired, old requests stay readable and new ones are blocked until you renew.

4. Limits

At most 5 requests an hour per site. Screenshots must be images, at most 3, each at most 5 MB.

5. No passwords, ever

We never ask for your password and you must not write one in a request. A password in a request stays in a mailbox and a database. Temporary access ends by itself.

6. Temporary access

If we need to look at your site, we may ask for temporary access. You decide.

• It is made with the free plugin Temporary Login Without Password (version 1.9.9 or newer). SwiftLing Pro makes the link for you with one click, or you paste a link you made.
• You choose the role (Administrator or Editor) and when it stops by itself (1, 3 or 7 days). You can end it at any time. It also ends when the request is marked solved, and the link is deleted from our notes after at most 14 days.
• We use it only for what your request is about.
• We do not copy data from your site.
• We do not change anything without saying so in the request first.
• We do not install other software, create other users or change other users’ passwords unless the request says so and you agree.
• We keep the link in a private note of the request, visible only to us.

A staging copy works the same way: you make a copy at your host, a login on it, and paste its link. We use it for the same purposes.

7. What you confirm

Before you give access, SwiftLing Pro asks you to confirm these statements (the screen shows the same three; sections 11 to 13 apply with them):

1. I have a recent backup of my site, and I know that restoring it after a change made at my request is up to me.
2. I may allow this: the site is mine, or I have my client’s permission, and I act for a business.
3. I have read the support terms and the privacy notice: access only for this request, no copying of data, no change without saying so in the request first.

We keep a record of this consent (version of the terms, the statements, the role and the end, and the date) for 5 years, to be able to show what you agreed to.

8. The site summary

You may send us a summary of your site so we do not have to ask. You see exactly what it holds before you send it: versions of WordPress, PHP, the database server, SwiftLing and SwiftLing Pro, the theme and active plugins with their versions, the languages and address format, and the latest errors and warnings. It contains no page content, translations, passwords, keys or visitor data.

9. Your responsibility

• Keep backups. Before any change made at your request, you must have a recent backup, and restoring it is your task.
• Check that what you ask for is allowed (your client’s permission, your host’s rules).
• Do not send content that is illegal or that you have no right to send.

10. Personal data on your site

If, through access to your site, we can see personal data of your visitors or customers, we process it on your behalf and instructions, only to deal with your request. We:

• keep it confidential and let only the people who need it see it;
• do not copy it from your site, do not use it for any other purpose, and do not pass it on;
• apply the security measures described in our Privacy policy;
• delete the access and what we noted about it as described there, and help you answer requests from the people concerned, as far as we can;
• tell you without undue delay if we learn of a breach that concerns the data of your site.

11. Access is at your own risk

Temporary access, a staging copy and the site summary are offered as a convenience and entirely at your own risk and decision. Nobody has to give us access, and we do not need it to answer most requests. By giving access, or by sending a link, you accept this section.

You understand and agree that:

1. Working on a live website always carries a risk of errors, downtime, data loss and unexpected effects, even when done carefully. You accept this risk, and you accept it fully, including for any change we make or suggest.
2. You choose the role (Administrator or Editor), the time the login ends and whether to give access at all. A login with the role Administrator can change or delete everything on the site. If you choose it, you accept its consequences.
3. The temporary login is made and run by a third-party plugin (Temporary Login Without Password), not by us. We are not responsible for that plugin, for its errors or security flaws, for a link that is seen, copied or misused by anyone else (for example in a mailbox, a browser or a backup), or for access that does not end when expected. You may end the access at any time, and you should check that it has ended.
4. We do not promise that we will fix the problem, that a fix will work, or that it will keep working after later updates of WordPress, themes or plugins. We have no duty to make any change, and we may refuse or stop at any time.
5. You are solely responsible for your site, its content, its backups, its security, its hosting and your legal duties towards your visitors, customers and clients, including your duties under data protection law.

12. Liability

To the fullest extent the law allows:

1. We are not liable for any damage, loss or cost that arises from or in connection with support, temporary access, a staging copy, the site summary, advice we give, or a change we make or suggest. This includes loss or corruption of data, downtime, loss of sales, profit, income, reputation or goodwill, costs of restoring a site, damage to third parties and any indirect, special, incidental or consequential damage, even if we were told that it could happen.
2. We are liable only for damage caused by intent or gross negligence, and for what the law does not allow us to exclude, such as injury to life, body or health. In that case our total liability for all claims together is limited to the amount you paid for SwiftLing Pro in the 12 months before the event, as far as the law allows.
3. Support is provided “as is”, without any warranty, express or implied, including of fitness for a purpose, of results or of availability.
4. You must make any claim in writing without undue delay after you learn of the damage, and give us the chance to look at it before you or anyone else changes the site further.
5. These terms do not limit your rights as a consumer, if the law gives you any. They are meant for businesses and professionals only (see section 1). If you are not one, you must not use support or give access.

13. You protect us

You will indemnify us and hold us harmless against claims, damages, fines and costs (including reasonable legal costs) that third parties, such as your clients, your customers, your visitors, your host or an authority, bring against us because: you had no right to give the access or to ask for the change; you did not make or keep a backup; your site, content or data break the law or the rights of others; or you break these terms.

14. Availability

Support is provided on working days and as our time allows. We do not promise that the support desk is always reachable. If it cannot be reached, write to support@swiftling.pro.

15. Ending

You may stop using support at any time and end any access. We may refuse or close a request that breaks these terms, or abuses support.

16. Personal data and privacy

How we handle personal data is in the Privacy policy.

17. Changes

We may change these terms for future requests. The version you agree to is recorded with your consent. A new version applies to access you give after it is published.

18. Governing law

Croatian law applies. Disputes go to the competent court in Zagreb, Croatia. If a provision is invalid or cannot be enforced, the rest stays in force, and the invalid part is replaced by the valid one that comes closest to its purpose. These terms, together with the licence terms of Freemius that apply to the purchase itself, are the whole agreement about support.