Frequently Asked Questions

REFUND POLICY

All refund policies are determined by our merchant's respective policies and may require specific conditions in order for a refund to be issued. Please refer to your purchase order for all refund and transaction details.

Please note that if you’ve purchased additional software during your sign-up process, it may be offered on behalf of our respected partners and therefore subject to different terms & conditions available directly from these merchants.

We realize that exceptional circumstances can take place and thus, are willing to consider refunds for the following reasons:

NON-DELIVERY OF THE PRODUCT: Should we fail to deliver your new purchase via regular mail within expected timeframes.

DOWNLOAD OR ACCESS ISSUES: Should you experience difficulties downloading our product or accessing our members area, we will consider issuing a refund should we not be able to resolve this in a timely fashion;

IRREPARABLE DEFECTS OR GRAVE DIFFICULTIES WITH THE PRODUCT: although all our software is thoroughly tested before releasing it to our members, unexpected errors may occur. In a case like this, you must first submit your problem to our technical support team which will approve your refund should they not be able to resolve your situation.

PLEASE NOTE: This last category does not cover Operating System compatibility issues. As a consumer, you are responsible for validating compatibility of our products before placing an order with us;

While we are willing to consider other circumstances, please note that in order to protect the integrity of our offerings, all other refund requests will be dealt with on a case-by-case basis.

Contact us

Our Support Team is ready to provide you with timely and efficient professional assistance should you require additional information.You can contact us by phone or email ticket for more details. Simply visit askproducthelp.com for more details.

Important Notes:

Please allow 4-6 hours to receive a response to all email requests.

For instant help, please call us at Phone Support

Once a refund request is approved it can take up to 7 business days before the credit appears on your account statement.

Please make sure your request is in line with our terms & conditions before submitting.

Last Modified: March 11, 2024

askproducthelp.com, the customer service self-serve portal of Simple Link Network dba Simple Link Network ("Company", "Simple Link Network" or "We") is committed to protecting your privacy. This privacy policy ("Privacy Policy") describes our practices of processing data from (i) visitors to our site available at: www.simplelinknetwork.com or askproducthelp.com or any other website that links to this Privacy Policy ("Visitors" and "Website", respectively); (ii) Customers of our Business Partners, using our Services when purchasing a product online (all as detailed and defined below) ("Customers"); and (iii) our affiliates and merchants ("Business Partners").

For the purpose of this policy, the "Service(s)" include payment processing and billing services provided directly to Business Partners or to Customers purchasing products and services of our Business customers.

California Resident Notice: for California Residents please see our Privacy Notice available here: CPRA.

Quebec Resident Notice: for residents of Quebec, please see our Privacy Statement for Quebec Residents.

We have included below information about which data is collected, how we process and use your data, but before, we would like to explain the basis on which we do so:

• Where a Business Partner registers for any of our Services, we process a Business Partner's Personal Information in order to perform our contract with the Business Partner, or to prepare for such contract;
• Where a Customer uses our Services to process payment to our Business Partners or purchase the good and services they offer, we process the Customer's Personal Information in order to perform our contract with the Customer, and the Customer’s request (and consent) to process the payment;
• When visitors access our Website(s), we process certain online information which we have a legitimate interest in processing such data, for purposes of functionality, compatibility, anti fraud monitoring; or
• We will also process your Personal Information where you have provided us with consent to do so.

 

Information Collection

Depending on your interaction with us (meaning, if you are a Visitor that just browses our Website, or if you have registered to our Services and opened an account, etc.), we may collect one or two types of information you, as follows:

• Non-Personal Information: The first type of information is non-identifiable information which may be made available or gathered through your use of the Services. To clarify, we are not aware of your identity due to such information ("Non-Personal Information"). The Non-Personal Information which is being collected may include your aggregated usage information and technical information transmitted or automatically collected such as (but not limited to): the time and date you access our Website, your actions within our Services (e.g., registration, pages viewed, etc.), type of operating system, type of browser, language preference and approximate geo-location (country level). 
• Personal Information: The second type of information is individually identifiable information, namely information that identifies an individual or may with reasonable effort identify an individual ("Personal Information"). Personal Information includes either: (i) contact information such as your name, phone number, address, email address, etc., which you have submitted voluntarily; (ii) your Internet Protocol ("IP") address and MAC address or other Online Identifiers. Note that, while IP and MAC address are considered personally identifiable information in many jurisdictions (such as the EEA), there are some jurisdictions in which such data is not considered as Personal Information. Therefore, we treat such information as Personal Information, in accordance with applicable laws; (iii) payment information such as, individual taxpayer number, BIN and last four digits of the credit card number. All payment information is handled through industry standard secure protocols and where appropriate in accordance with relevant Payment Card Industry ("PCI") compliance standards.

 

How We Collect Information

Depending on the nature of your interaction with the Services, we may collect information as follows:

• Automatically - we may use Cookies (as elaborated in the Section below) to gather some information automatically, including by accessing to your local storage.
• Provided by you voluntarily - we will collect information if and when you choose to provide us with the information, such as through a registration process, contact us communications, payment process, etc.
• By third-parties - for example, our third party services providers who process your information on our behalf, such as support centres, credit vendors, and so forth.

You are not required by law to provide us with any information. You can always avoid providing us with certain Personal Information; however, you acknowledge that it may prevent us from providing you certain Services that rely on such information.

In the event we combine Personal Information with Non-Personal Information, the combined information will be treated as Personal Information for as long as it remains combined, or attributable to an individual person.

 

Information we collect from visitors of our Website

Type of Information	Purpose
In the event you contact us for support or other inquiries, either through the online form available on the Website, by sending us an email or by other means of communications we make available, you will be requested to provide us your name and email address.	We will use this information solely for the purpose of responding to your inquiries and providing you with the support or information you have requested.
In the event you are interested in joining our team, and wish to submit your CV, you will be required to provide us with your name, email address, phone number, and to submit your CVs.	Your provision of personal information in connection with recruiting is voluntary, and you determine the extent of information you provide us. We will use the information you have provided solely to communicate with you, to manage our recruiting and hiring processes, and to comply with corporate governance, legal and regulatory requirements. If you are hired, the information may be used in connection with employment and corporate management.
If you voluntarily subscribe to our newsletter you will be asked to provide us with your email address. You can unsubscribe at any time using the unsubscribe option within the body of the newsletter or rather or by contacting customer support at [email protected]	We will use your email address as part of our mailing list, in order to send you information related to our Services and to keep you up to date regarding new Services, as well as provide you with Business-to-Business tips.
IP address, cookies, tags, pixels and similar online identifiers, including browser agents, device identifiers, and referrer URL are processed about Visitors and Customers. ("Online Identifiers")	We either directly or indirectly may collect Visitors' IP address, certain cookies information for session validation, anti-fraud and anti-spam purposes, so as for compatibility and website functionality. For these purposes, we use this information as part of our legitimate interests of (i) operating, providing, maintaining, protecting, managing, customizing and improving our Website and Services and the way in which we offer them; (ii) enhancing your experience with the Services; and (iii) fraud prevention and browsing protection. Additional use is based on your consent and includes auditing, analyzing and tracking usage and traffic flow (analytics and business intelligence).
We also collect certain technical Non-Personal Information (as detailed above) which relates to your use of the Website. This includes user agents (namely, the browser you use, version, language).	We use this technical data in order to operate and manage our Website.

 

Information We Collect from Business Partners

Type of Information	How Do We Use It?
You can sign up as a Business Partner through our Website, during which you will be required to register and open an account. During the registration flow, you will be requested to provide us with certain information such as your full name, email address, phone number, company name and address. Further, during the registration process, you will be required to create a password, at which time you thereby represent and warrant that you are responsible for maintaining the confidentiality of your details and password. You represent and warrant that you will not provide us with inaccurate, misleading or false information.	We will use this information for the purpose of performing our contract with you, providing you with the Services you have requested, and designating your account. We will use your email address and phone number in order to send you needed information related to the Services and our business engagement (e.g., send you a Welcome message, to notify you regarding any updates to our Services, send applicable invoices, and additional occasional offers related to the Services) as well as verify your identity.
We also collect certain technical Non-Personal Information (as detailed above) as a Visitor to the Website and as detailed above.	see the table above.

 

Information We Collect from Customers of the Service

Type of Information	How Do We Use It?
When you purchase a product through our Service you will be requested to provide us with certain information that is related to your payment and billing, such as your full name, email address, postal code, address, country and payment information as per your selected payment method. You have the option of also providing us with your phone number.	We will use this information for the purpose of performing our contract with you, provide you with the Services you have requested and facilitate your payment of the goods, products or services you purchase, billing and tracking renewals. If a phone number is provided, support staff may contact you in order to provide assistance on use, functionality or installation of your purchased products as well as offers related to the Services.
We also collect certain technical Non-Personal Information (as detailed above) as a visitor to the Website and as detailed above.	see the table above.

 

Sharing Personal Data

As a general principles, we do not share Personal Information collected from you with third parties unless required to provide, process or facilitate the Services, monitor them, protect or operate them, including with the following categories of third parties, in the respective circumstances:

 

• Third Party service providers - share your information with third parties that perform services on our behalf (e.g. API providers, payment process, tracking, servers, service functionality and support, marketing, etc.) these third parties may be located in different jurisdictions and include credit vendors, banks and other payment processing solutions;
• Law Requirement- we will share your information, solely to the extent needed to comply with any applicable law, regulation, legal process or governmental request (i.e., to comply with courts injunction, etc.); 
• Policy Enforcement - we will share your information, solely to the extent needed to enforce our policies including investigations of potential violations thereof or to detect, prevent, or take action regarding illegal activities or other wrongdoing, suspected fraud or security issues;
• Company's Rights - we will share your information, solely to the extent needed to establish or exercise our rights to defend against legal claims;
• Third Party Rights - we will share your information, solely to the extent needed to prevent harm to the rights, property or safety of us, our users, yourself or any third party or for the purpose of collaborating with law enforcement agencies or in case we find it necessary in order to enforce intellectual property or other legal rights.
• Affiliated companies - certain marketing information, such as mailing address may be accessible to our affiliated companies, who operate in the same corporate group as ours.
• Business Partners - when we provide the Services to a Business Partner through which you encounter our Services, we will process information on their behalf and will share certain billing, order and invoicing information with such a Business Partner.
• Corporate Transaction - We may share Personal Information, in the event of a corporate transaction (e.g. sale of a substantial part of our business, merger, consolidation or asset sale). In the event of the above, our affiliated companies or acquiring company will assume the rights and obligations as described in this Privacy Policy.

 

We may store Non-Personal and Personal Information on our servers or our cloud servers, use or share Non-Personal Information in any of the above circumstances, as well as for the purpose of providing and improving our Service as detailed above. Furthermore, we reserve the right to use, disclose or transfer (for business purposes or otherwise) aggregated and processed data to third parties, including, inter alia, affiliates, for various purposes including commercial use. This information may be collected, processed and analyzed by us and transferred in a combined, collectively and aggregated manner (i.e., your information is immediately aggregated with other users) to third parties.

 

Data Retention

We retain the information we collect as long as it remains necessary for the purposes set forth above, all in accordance with applicable laws, or until an individual expresses a preference to completely delete their information, as per data protection legislation, unless such information that is required by applicable local law to be further retained (for example, billing information for taxation purposes). We may at our sole discretion, delete or amend information from our systems, without notice to you, once we deem it is no longer necessary for such purposes.

 

Information Security

We take great care in implementing and maintaining the security of our Website, Services and your information. We employ PCI compliance (all systems are PCI Level 1 Service Provider certified. Company is PCI-DSS level 1 requirements compliant), we have implemented technical organizational monitoring protections, and established an extensive information and cyber security program, all with regards to Personal Information processed by Company. For more information regarding our security measures please see http://www.simplelinknetwork.com/security.asp.

Further, in the event of a data incident, in which we discover your Personal Information may be at risk, then we will take reasonable efforts to notify you and the applicable authority (if required, subject to applicable laws).

 

User Rights

Individuals have the right to know what information we hold about them and, in some cases, to have such information communicated to them, as we do in this Privacy Policy. Individuals may also ask for our confirmation as to whether or not we process their Personal Information. Subject to the limitations in applicable law, individuals may also be entitled to obtain from us the Personal Information they have provided to us in a structured, commonly-used, and machine-readable format, and may have the right to transmit such Personal Information to another party.

 

Depending on your place of residence, you may be eligible to certain right as follows:

• the right to access any information which is provided to us;
• the right to rectification;
• the right to erasure;
• the right to restrict processing;
• the right to object to processing;
• the right to data portability;
• the right to complain to a supervisory authority; and
• the right to withdraw consent (to the extent applicable).

 

We provide you with the ability to exercise certain choices and controls in connection with our treatment of your Personal Information, depending on your relationship with us. For more information, please review our user right policy available at: http://www.simplelinknetwork.com/userrights.asp.

If you wish to exercise any or all of the above rights, please either use the dashboard of your account or please contact our Data Protection Officer at: [email protected] and provide sufficient information about your request, and order, so we will be able to validate it.

Where we are not able to provide you with the information for which you have asked, we will endeavor to explain the reasoning for this and inform you of your rights, including the right to complain to the supervisor authority. We reserve the right to ask for reasonable evidence to verify your identity before we provide you with any such information in accordance with applicable law. In addition, the process of locating and deleting the data may take up to one (1) month (following the receipt of the validation proof we require) in accordance with applicable law.

Data privacy and related laws in your jurisdiction may provide you with different or additional rights related to the data we collect from you, which may also apply.

 

 

Third Parties

Occasionally, Simple Link Network receives information from third parties to compare it to information that you had provided to Simple Link Network for fraud prevention purposes.

Any websites displayed to you by our Website as Internet search results or linked to Internet search results pages provided to you by our Website, including websites owned or operated by our clients, have been developed by third parties over which Simple Link Network exercises no control. Simple Link Network is not responsible for the privacy practices or the content of such websites, including such websites' use of any information collected when you are directed to or click through to such websites. Even though such information might not identify you personally, we strongly encourage you to become familiar with the privacy practices of those websites.

 

Direct Marketing

We may send our Business Partners and Customers an email or other messages about us or our Services. We may also send our updates or newsletter to individuals who have registered to the newsletter or used our Services. You can remove your Personal Information from our mailing list and stop receiving promotional communications from us by following the unsubscribe link located at the bottom of each communication or by emailing us at [email protected]. 

Please note that in the event you are our Business Partner, even if you unsubscribe, we reserve the right to send you service-related communications, including service announcements and administrative messages, relating either to your account or to your transactions the Services, without offering you the opportunity to opt out of receiving them unless you terminate and delete your account. If you wish to delete your Account, please contact us at: [email protected]. Note that, even if we will delete your account, we will not delete certain information required under applicable law or otherwise, required for the legitimate purposes of our business. For example, we will not delete any invoices sent to you as we need it for the purpose of managing our financials.

 

Children

Our Services are not direct or intended for children, as follows: (i) US residents under 13 years of age; (ii) EU residents under 16 years of age; or (iii) as children are otherwise defined under applicable law. We will not knowingly solicit, collect and store Personal Information directly from children. If you are under 18, please be sure to read the terms of this Privacy Policy with your parents or legal guardians. If we later obtain actual knowledge that a User is considered as a child under applicable law, we will take steps to immediately delete its Personal Information. We request that such individuals do not provide Personal Information through the Services. If you become aware or have any reason to believe that a child has shared any information with us, please contact us at: [email protected]

 

Policy Changes

We reserve the right to periodically amend or revise this Privacy Policy at our sole discretion; such changes will be effective immediately upon the display of the revised Privacy Policy. The last revision date will be reflected in the "Last Modified" heading. Your continued use of our Services following the amendments constitutes your acknowledgement and consent of such amendments to the Privacy Policy and your agreement to be bound by the terms of such amendments. In the event of a material change we will make best efforts to display the applicable notification on our Website or if applicable, notify you via email or through your Account.

 

Do Not Track Disclosure

The Service does not respond to Do Not Track signals. For more information about Do Not Track signals, please see: https://www.allaboutdnt.com/.

 

Data Transfer Outside of the EEA

As a Visitor or Business Partner, we may store or process your Personal Information in the United States or in other countries. If you visit our Websites or use our Services from locations outside of the United States, please note that any information you provide to us through your use of our Websites or Service may be transferred to and processed in countries other than the country from which you accessed our Websites or Service, including the United States where our central database is operated. If you are a resident of the European Economic Area ("EEA") we will take appropriate measures to ensure that your personal data receives an adequate level of data protection upon its transfer outside of the EEA. If you are a resident of a jurisdiction where transfer of your personal data requires your consent, then your consent to this Privacy Policy includes your express consent for such transfer of your data. Customers information is stored locally in Canada.

 

Commitment

We are committed to privacy and are actively involved in and support current industry initiatives to preserve individual privacy rights on the Internet. Protecting your privacy online is an evolving area, and Simple Link Network Website is constantly evolving to meet these demands.

If you have any comments or questions regarding our Privacy Policy, please do not hesitate to contact us at [email protected].

Simple Link Network

28, Triq Hal Dwieli, Sliema, Zebbug ZBG 3250, Malta

 

Data Protection Officer

If you have any requests regarding the data collected under this Privacy Policy, including without limitation, requests to remove, delete, amend, modify or transfer the data, please contact our Data Protection Officer at: [email protected]

Please include your name, address and email address in any correspondence so that we can respond to your inquiry or request.

 

askproducthelp.com reserves the right to suspend and/or terminate the accounts of any merchants accused of infringing intellectual property rights of others pursuant to the Digital Millennium Copyright Act (“DMCA”).

As an internet service provider (“ISP”), askproducthelp.com follows the procedures prescribed by the DMCA for notification, takedown and counter-notification. If you believe that one of our merchants has material on a website that constitutes a violation of your copyright or any other intellectual property rights, please provide the following information to us:

1.  A detailed description (including the location) of the infringing material and where the original material is located;
2. Your contact information including your address, phone & email; if available;
3.  A statement by you under penalty of perjury that the above statements are accurate and that you are the copyright owner or authorized to act on the owner’s behalf;
4. An electronic or physical signature from you

To report copyright infringement you must fax all the above information using the number below: