CMJ Designs, Inc. Company Policies

Technical Support & Training

Orchid salon software is very easy to use, comes with a built-in Help guide, training videos that are three minutes each, and has lots of icons for easy navigation. Phone, phone/Internet, e-mail, web, and on-site support are available.

When you purchase Orchid software Standard, Professional, Multi-Computer or Multi-Location edition, you will receive:

• Free and unlimited web-based training for life
• Free and unlimited e-mail and web-based training for life
• Free and unlimited phone technical support for one year
• Free software and hardware setup during the first year
• Two hours of free one-on-one personal training over the phone
• Free downloadable maintenance releases for life
• Free software updates for one full year
• Free transfer of your information from a competitor's product
• Free detailed training videos and in-depth user's guide
• Free and unlimited access to our extensive knowledge base

After phone support and training time has elapsed, additional phone support can be purchased for $69 per hour or for $299 for one year of unlimited phone technical support. Additional one-on-one personal training can be purchased for $69 per hour.

Note: Technical support refers to assistence fixing errors with software and/or supported hardware. A call is considered training if you are being taught how to use software features, receiving help in setting up configurations within the software, of if an error is made during use of the software that did not result from an error within the program itself.

For technical support and training resources, please visit our support page.

Hardware Support

We warrant our software to be compatible for all hardware that we sell, using the manufacturer's drivers or direct connection while Windows is operating in the regional settings described in the "Language and Regional Settings Support" section listed below. Please see our Hardware page for a list of current hardware that we sell. This includes all hardware and hardware support items, including cables, connectors, interfaces, and adaptors. If you are using hardware or hardware support items other than what we sell, or are using different regional settings other than those described in the "Language and Regional Settings Support" section, we will provide basic setup information; however, we cannot warranty compatibility with our products.

Return Policy

Software

All software can be returned within 30 days of purchase for a full refund. After 30 days, no refunds are given. Also, if you return the software and purchased hardware, the hardware package discounts (and any other discounts you may have received) no longer apply and the amount you receive back on the software may be less than the full price.

Hardware

CMJ Designs Inc. policy is not to provide a return on hardware (cash drawers, printers, bar code scanners, etc.) except if the hardware was damaged in shipping or is defective upon initially receiving the item(s).

• If the item(s) was damaged during shipping, the request for hardware return must be made within 3 business days of receipt. The item(s) must be shipped back within 3 days of the request for the return.
• If the item(s) was defective, the request for hardware return must be made within 14 days of the purchase date. The item(s) must be shipped back within 3 days of the request for the return. If you wish to have a new item shipped to you, CMJ Designs Inc. will bill you for the new item and refund your money for the returned item if the item(s) are received in accordance with the policies stated above. All new items are shipped from CMJ Designs, Inc. via standard shipping; if you wish to have expedited shipping, you will be charged for the expedited shipping. If the item(s) being returned are not shipped within 3 days of the request return, CMJ Designs, Inc. will provide no refund of the returned item.
• All original boxes, packaging, inserts, wrappers, and components must be returned. All hardware must be placed INSIDE another box prior to shipping. Original hardware boxes must not be written on.
• If you receive a damaged or defective item, please contact CMJ Designs Inc. at 1-248-491-0200 in accordance with the policies described above.

Hardware is covered under manufacturer's warranty for 2 years after purchase for Epson receipt printers and MMF & APG cash drawers, and 1 year after purchase for other hardware. See our Technical Support page for hardware manufacturer contact information.

Gift Cards

No refunds are given on gift cards once they are printed. Of course, prior to the gift card printing, you will approve the gift card proof either electronically or we can postal mail you a proof. We will not print any cards prior to your approval.

Software Updates and Upgrades

Updates

When purchasing the Standard, Professional, Multi-Computer or Multi-Location editions, you will receive one full year of free updates, which can be downloaded from the Internet.

Software purchases include free maintenance releases and service packs for life. Any maintenance release for the software version that was initially purchased can be downloaded for free online or through the software. Maintenance releases generally include fixes to errors and minor feature additions.

After the time for free updates has elapsed, updates may be purchased at a 50% discount off the current retail price. Updates are always optional, and will never be required to continue using Orchid software. Updates include new software features as well as fixes.

Upgrade to Higher Edition

You always have the option to upgrade to a higher edition of Orchid salon management software. All you have to do is pay the difference between the two editions. See our upgrades page for pricing and ordering.

Privacy Policy

At CMJ Designs Inc. we are committed to your privacy. See our full privacy policy.

Lost Passwords and Serial Numbers

Passwords

CMJ Designs, Inc. may assist with lost passwords within our software for a charge of $49. To apply for assistance, please e-mail support@cmjdesigns.com.

Serial Numbers

CMJ Designs, Inc. does not guarantee assistance with lost serial numbers.

Database Passwords

CMJ Designs, Inc. does not guarantee assistance with lost database passwords.

Language and Regional Settings Support

We provide sales and support in English only. We warrant our software will work correctly in the "English (US)" default regional setting only. Although we have tested our software in many other settings, we can only provide full support and warranty correct functionality in the "English (US)" default regional setting.

Loaner Hardware Policy

Within 30 days, you must send this loaner piece of equipment back to the address listed below via a shipping company that provides a tracking number. CMJ Designs Inc. is not responsible for hardware items that are lost or stolen during shipping.
Return loaner hardware to:

CMJ Designs Inc.
7122 Kensington Road
Brighton, MI 48116

If the loaner hardware is not returned within 30 days, or if the hardware you return is not in proper operating condition, your credit card will be charged the full retail price of the hardware. If you return the loaner hardware after your credit card has been charged, and if the hardware is in proper operating condition, you will receive a full refund.

Custom Report Policy

Software by CMJ Designs Inc. comes with over 200 built-in reports. Most reports are already in our software, so be sure to check the Reports pull down menu before requesting a custom report to be written. However, if you would like to request a custom report, please follow the steps below:

1. Please e-mail support@cmjdesigns.com and provide the following information:
   1. A complete, detailed description of what report you would like.
   2. An example of the report that includes sample numbers.
2. CMJ Designs Inc. will e-mail you the "Procedure for Custom Reports" document, which explains the custom report policy.
3. You will sign the "Procedure for Custom Reports" document and fax it back to CMJ Designs Inc.
4. CMJ Designs Inc. will review the request and determine if the report appears feasible. There is a $39 initial non-refundable fee for the programmers to spend time and determine the feasibility of the report. Due to database structure, the report may or may not be feasible, but we always do our best.
5. You will be charged the non-refundable $39 and told that additional work on the report is $85 per hour. A custom report usually takes 1-2 hours, but could be longer or shorter.
6. If the report is not feasible, no further action is taken and you will be notified.
7. If the report is feasible, we may be able to do it, but there is no guarantee until we actually spend the time writing the report. You will be charged $85 per hour for the time spent working on the report regardless of the outcome.

Last Updated: July 26, 2010

Note: The support and update policies listed on this page apply only to clients whose initial purchase of Orchid was on or after July 19, 2010. Prior to this date, please refer to the support policy that is listed on the initial purchase invoice. One year of free updates does not apply to purchases made before July 19, 2010. Free maintenance releases for life are offered for the version that was purchased if your initial purchase was prior to July 19, 2010.