Support & Refund Policy

Last updated: April 1, 2026

Overview

We want every Statnive user to have a great experience. This policy outlines the support channels available for each plan and our refund process for premium subscriptions.

Support Channels by Plan

Free Tier

The free version of Statnive is supported through community channels:

  • WordPress.org support forum — Post questions and browse existing answers at wordpress.org/support/plugin/statnive. We actively monitor and respond to forum threads.
  • GitHub Issues — Report bugs or request features on our GitHub repository. This is the best place for technical issues and development-related discussions.
  • Documentation — Our docs cover installation, configuration, and common troubleshooting steps.

We make our best effort to respond to free-tier support requests, but response times are not guaranteed.

Starter Plan ($49/year)

In addition to all free-tier channels, Starter plan users receive:

  • Email support at support@statnive.com
  • Response time: Within 2 business days
  • Scope: Installation, configuration, general usage questions, and bug reports

Professional Plan ($99/year)

Professional plan users receive everything in Starter, plus:

  • Priority email support — Your tickets are escalated above standard queue
  • Response time: Within 1 business day
  • Scope: All Starter support topics plus API usage, custom events configuration, and integration troubleshooting

Agency Plan ($199/year)

Agency plan users receive the highest level of support:

  • Priority email support with dedicated queue
  • Response time: Within 4 business hours during business days
  • Scope: All Professional support topics plus multi-site deployments and priority escalation
  • SLA guarantee — If we fail to meet the stated response time on 3 or more occasions in a billing period, you are entitled to a prorated credit

Business hours: Monday through Friday, 9:00 AM to 6:00 PM CET, excluding public holidays.

What Support Covers

Our support team can help with:

  • Plugin installation and activation
  • Configuration and settings
  • Integration issues with supported plugins (Contact Form 7)
  • Bug reports and troubleshooting
  • License and billing questions
  • Feature usage guidance

What Support Does Not Cover

We are unable to provide support for:

  • Custom development or code modifications beyond plugin configuration
  • Third-party plugin or theme conflicts (though we will help identify the conflict)
  • Server configuration, hosting issues, or general WordPress administration
  • Data recovery due to user error (e.g., manually deleting analytics tables)
  • Versions of WordPress or PHP that are below our stated minimum requirements

Refund Policy

14-Day Money-Back Guarantee

All premium subscriptions (Starter, Professional, Agency) come with a 14-day money-back guarantee from the date of purchase. If you are not satisfied with Statnive for any reason, you can request a full refund within 14 days — no questions asked.

Refund Eligibility

ScenarioEligible?
First purchase, within 14 daysYes, full refund
Renewal charge, within 14 days of renewalYes, full refund
Technical issue we cannot resolveYes, case-by-case
Purchased wrong plan (upgrade/downgrade available)Plan change preferred; refund if requested within 14 days
More than 14 days after purchase or renewalNo
Account terminated for Terms of Use violationNo
Change of mind after 14 daysNo

How to Request a Refund

  1. Email us at billing@statnive.com with the subject line “Refund Request”
  2. Include your account email address and the reason for your request (optional but helpful)
  3. We will process your request within 3 business days
  4. Refunds are issued to the original payment method
  5. It may take 5-10 business days for the refund to appear on your statement, depending on your bank or payment provider

After a Refund

Once a refund is processed:

  • Your premium license will be deactivated
  • Premium features will stop working on your site(s)
  • You will retain access to the free version of the plugin with no interruption to basic analytics
  • Your analytics data remains on your server and is not deleted

Plan Changes

If you purchased the wrong plan or want to adjust your subscription:

  • Upgrades are prorated — you only pay the difference for the remainder of your billing period
  • Downgrades take effect at the next renewal date
  • Contact billing@statnive.com to request a plan change

Cancellation

You can cancel your premium subscription at any time from your account dashboard or by emailing billing@statnive.com.

  • Cancellation takes effect at the end of your current billing period
  • You retain premium features until the end of the paid period
  • No partial refunds are issued for unused time outside the 14-day guarantee window
  • Your analytics data is never deleted — it stays on your server

Contact Us

For support or billing questions: