FAQs

Last updated: October 21, 2025
# ā“ FAQ - Frequently Asked Questions

**For Programming Services Platform Clients**  
**Last Updated:** October 21, 2025  
**Version:** 1.0

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## šŸ“‹ TABLE OF CONTENTS

1. [Ordering Services & Products](#ordering-services--products)
2. [Payment](#payment)
3. [Order Statuses](#order-statuses)
4. [Order Access](#order-access)
5. [Working with Files](#working-with-files)
6. [Invoices & Documents](#invoices--documents)
7. [Communication & Support](#communication--support)
8. [Security](#security)
9. [Refunds](#refunds)
10. [Reviews](#reviews)

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## šŸ›’ ORDERING SERVICES & PRODUCTS

### How do I order a service?

1. **Go to Services catalog** (`/services`)
2. **Choose the service you need** - click on the card to view details
3. **On the service page, fill out the order form:**
   - Your Name (required)
   - Email (required)
   - Phone (optional)
   - Telegram username (optional, for quick contact)
   - Project Description (minimum 50 characters)
   - Attach files if needed (up to 10MB)
4. **Accept the terms** (Terms of Service and Privacy Policy)
5. **Click "Proceed to Payment"**
6. **Choose payment method and pay**

### How do I order a product?

Same process as ordering a service:
1. **Go to Products catalog** (`/products`)
2. **Choose a product** and fill out the order form
3. **Pay**

### How long does it take to complete an order?

Timeframes are specified on each service/product page. Typically:
- **Simple projects:** 3-7 days
- **Medium projects:** 1-2 weeks
- **Complex projects:** 2-4 weeks

After payment, you'll receive more accurate timelines from our team.

### Can I modify my order after placing it?

Yes! Contact us via email or Telegram, providing your order number (e.g., ORD-2025-001). We'll make the necessary changes.

### What's the minimum order amount?

Minimum cost depends on the service. Usually starts from $50. Exact prices are listed in the catalog.

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## šŸ’³ PAYMENT

### What payment methods do you accept?

We accept 3 payment methods:

**1. Credit/Debit Cards (Stripe)**
- Visa, Mastercard, American Express
- 3D Secure protection
- Instant processing

**2. PayPal**
- Pay with your PayPal account
- Secure payments
- Instant processing

**3. Cryptocurrencies (NowPayments)**
- Bitcoin (BTC)
- Ethereum (ETH)
- USDT (Tether)
- And 100+ other cryptocurrencies
- Processing after blockchain confirmation (usually 10-60 minutes)

### How does the payment process work?

1. **After filling out the order form**, you'll be redirected to the payment method selection page
2. **Choose your preferred method:**
   - Credit Card → secure Stripe form will open
   - PayPal → redirect to PayPal website
   - Crypto → wallet address and QR code will be displayed
3. **Enter payment details** (for cards) or complete payment in PayPal/crypto wallet
4. **After successful payment**, you'll see a confirmation page
5. **Receive an email** with order details and tracking link

### What currency is used for payment?

All prices are in **US Dollars (USD)**.

### Are there any fees?

- **Cards (Stripe):** fees included in the price
- **PayPal:** fees included in the price
- **Cryptocurrencies:** blockchain fees may apply (usually $1-5)

### Is payment secure?

Yes, absolutely secure:
- āœ… SSL encryption (HTTPS)
- āœ… PCI DSS certified (for cards)
- āœ… We don't store your card data
- āœ… 3D Secure verification
- āœ… Fraud protection

### What if my payment fails?

1. **Check your account balance**
2. **Try a different payment method**
3. **Contact us** - we'll help you figure it out

Don't worry - if payment fails, no money will be charged.

### Will I receive payment confirmation?

Yes! After successful payment, you'll receive:
- āœ… Email confirmation with order number
- āœ… Link to track order status
- āœ… Invoice (can be downloaded later)

---

## šŸ“Š ORDER STATUSES

### What statuses can an order have?

**PENDING** (Awaiting Payment)
- ā³ Order created but not yet paid
- šŸ“§ You received an email with order number and payment link
- āš ļø If not paid within 24 hours, order may be automatically cancelled

**PAID** (Paid)
- āœ… Payment received and confirmed
- šŸ“§ You received payment confirmation email
- šŸŽÆ Order transferred to our team for work

**IN_PROGRESS** (In Progress)
- šŸš€ Our team is working on your project
- šŸ’¬ We may contact you for clarification
- ā° Expect completion within the specified timeframe

**COMPLETED** (Completed)
- āœ… Work is finished!
- šŸ“¦ Result files are ready for download
- šŸ“§ You received notification email with file links
- šŸ”— You can access your client dashboard and download files

**CANCELLED** (Cancelled)
- āŒ Order cancelled (by your request or automatically)
- šŸ’° If paid - funds have been refunded

### How do I check my order status?

**Method 1: Email link**
- After payment, you'll receive an email with a unique link
- Click the link → your client dashboard will open
- Current status will be displayed

**Method 2: QR code**
- Email also contains a QR code
- Scan it with your phone → client dashboard opens

**Method 3: Contact us**
- Email us with your order number (ORD-2025-XXX)
- We'll provide the current status

### How long does an order stay in PENDING status?

- ā° **24 hours** - if not paid, order will be automatically cancelled
- If you need more time - contact us

### Will I be notified when status changes?

Yes! You'll receive email/Telegram notifications for each status change:
- āœ… PAID - "Payment received"
- āœ… IN_PROGRESS - "Work has started"
- āœ… COMPLETED - "Order ready, files available for download"

---

## šŸ” ORDER ACCESS

### What is the "client dashboard"?

It's your personal page for a specific order where you can:
- šŸ“Š View order status
- šŸ“„ Download result files
- šŸ“„ Download invoice
- šŸ“ž View contact information
- šŸ’¬ Contact us about the order

### How do I access my client dashboard?

After payment, you'll receive an email with:

**1. Unique link**
```
https://yoursite.com/client/abc123xyz
```
Click it and your dashboard will open.

**2. QR code**
- Scan with your phone
- Dashboard opens automatically

### Do I need a password?

**No!** Access is protected by a unique link and access code:
- Link contains a random code (e.g., `abc123xyz`)
- Nobody except you knows this link
- Don't share the link with others

In some cases, you may need to enter an **access code** (4 digits) that you'll receive via email.

### What if I lost the link/email?

1. **Check your "Spam" folder**
2. **Search for emails from us** with subject "Order Confirmation" or "Payment Success"
3. **Contact us** providing:
   - Order number (if you remember)
   - Email you used when ordering
   - We'll resend the link

### How long does the access link work?

The link works **indefinitely** as long as the order exists in the system. You can return to your order anytime.

### Can I open the link on another device?

Yes! The link works on any device:
- šŸ’» Computer
- šŸ“± Smartphone
- šŸ–„ļø Tablet

Just open the link in your browser.

---

## šŸ“ WORKING WITH FILES

### How do I download result files?

1. **Wait for COMPLETED status**
   - You'll receive an email notification
2. **Open your client dashboard** (via link from email or QR code)
3. **Find the "Result Files" section**
4. **Click on file name** → download will start
5. **Download all needed files**

### What files can I download?

Depends on the ordered service:
- šŸ“¦ **Archives** (ZIP, RAR) with source code
- šŸ“„ **Documentation** (PDF, DOCX)
- šŸŽØ **Design files** (PSD, Figma exports)
- šŸ“ø **Images/Graphics**
- šŸ“¹ **Video tutorials** (MP4)
- šŸ“Š **Other files** depending on the project

### Is there a download limit?

**No!** You can download files unlimited times.

### How long are files available for download?

Files are available **indefinitely** (minimum 1 year). We store your order files.

We recommend saving files to your device immediately after receiving them.

### What if a file won't download?

1. **Try a different browser** (Chrome, Firefox, Safari)
2. **Check your internet connection**
3. **Try downloading later**
4. **Contact us** - we'll send files directly to your email

### Can I upload my own files?

When placing an order, you can **attach files** to the order form (up to 10MB). These can be:
- Technical requirements (PDF, DOCX)
- Design examples
- References
- Logos
- Any files that help us understand the task

Supported formats: PDF, DOC, DOCX, TXT, PNG, JPG, ZIP

---

## šŸ“„ INVOICES & DOCUMENTS

### How do I get an invoice?

**Method 1: From client dashboard**
1. Open your client dashboard (via link from email)
2. Find the **"Download Invoice"** button
3. Click → PDF file will download

**Method 2: From email**
Some notifications contain a direct link to the invoice.

**Method 3: Request from us**
Email us with your order number - we'll send the invoice.

### What does the invoice contain?

The invoice contains all payment information:
- šŸ“‹ **Order number** (Order #)
- šŸ“… **Payment date**
- šŸ‘¤ **Your details** (name, email)
- šŸ¢ **Our company details**
- šŸ’° **Payment amount** in USD
- šŸ’³ **Payment method** (Stripe, PayPal, Crypto)
- šŸ”– **Transaction ID**
- šŸ“ **Service/product description**

### What format is the invoice?

Invoice is in **PDF format** - ready to print and send to accounting.

### Can I request an invoice with my company details?

Yes! When ordering, specify in the "Description" field that you need an invoice for a company and provide:
- Company name
- Legal address
- Tax ID/Registration number
- Other details

Or contact us after ordering - we'll generate an invoice with your company details.

---

## šŸ“ž COMMUNICATION & SUPPORT

### How do I contact you?

We have several communication channels:

**šŸ“§ Email**
- Primary communication channel
- Response within 24 hours
- For all questions and requests

**šŸ’¬ Telegram**
- Quick contact
- Response during business hours (9:00-18:00 UTC)
- For urgent questions

**šŸ“± Phone**
- For emergencies
- Call during business hours

**šŸ–„ļø Contact Form**
- On the `/contact` page
- Fill the form → we'll contact you

### What are your business hours?

**Working hours:**
- Monday - Friday: 9:00 AM - 6:00 PM UTC
- Saturday - Sunday: Closed

**Email support:** 24/7 (response within 24 hours)

### How quickly do you respond?

- **Email:** within 24 hours (usually faster)
- **Telegram:** within 1-4 hours (during business hours)
- **Phone:** immediately (during business hours)

### What languages do you support?

- šŸ‡¬šŸ‡§ **English** (primary)
- šŸ‡·šŸ‡ŗ **Russian**
- šŸ‡¹šŸ‡· **Turkish**

### What should I include when contacting you?

For quick resolution, please provide:
- šŸ“‹ **Order number** (ORD-2025-XXX)
- šŸ“§ **Email** you used when ordering
- šŸ“ **Question/issue description**
- šŸ“ø **Screenshots** (if applicable)

---

## šŸ”’ SECURITY

### How secure is my payment information?

**Your data is completely secure:**

āœ… **SSL encryption** - all data transmitted via secure HTTPS  
āœ… **PCI DSS Level 1** - highest payment security standard  
āœ… **We don't store card data** - processed directly by Stripe/PayPal  
āœ… **3D Secure** - additional verification via SMS/bank app  
āœ… **Fraud protection** - automatic suspicious payment checks

### Who processes payments?

We use **industry leaders**:
- **Stripe** - used by Shopify, Amazon, Google
- **PayPal** - 400+ million users
- **NowPayments** - largest crypto processor

Your data is transmitted **directly** to these systems, bypassing our server.

### Is the order access link secure?

Yes! The link is protected in several ways:
- āœ… Unique random code (impossible to guess)
- āœ… Not indexed by search engines
- āœ… Not shared with third parties
- āœ… Access code may be required in some cases
- āœ… Auto-lock after several failed attempts

**Recommendation:** Don't share your access link with others.

### What should I do if I detect suspicious activity?

Contact us immediately:
- šŸ“§ Email with subject "SECURITY ALERT"
- šŸ’¬ Telegram (for urgency)
- Provide order number and details

We will:
- šŸ”’ Block access
- šŸ” Conduct investigation
- āœ… Take protective measures

### Do you share my data with third parties?

**No!** We maintain strict confidentiality:
- āŒ We don't sell data
- āŒ We don't share data with advertisers
- āŒ We don't send spam
- āœ… We use data only to fulfill orders
- āœ… We comply with GDPR and other standards

Details in our **Privacy Policy** on the website.

---

## šŸ’° REFUNDS

### Can I get a refund?

Yes, we offer refunds in the following cases:

**āœ… Full refund possible:**
- You cancelled the order **before work started** (PAID status)
- We cannot complete the order
- Work quality doesn't meet agreed requirements

**āš ļø Partial refund possible:**
- Work is partially completed
- You cancel the order **after work started** (IN_PROGRESS status)

**āŒ Refund not possible:**
- Work is completed and files delivered (COMPLETED status)
- You downloaded the result files

### How do I request a refund?

1. **Contact us** via email or Telegram
2. **Provide:**
   - Order number (ORD-2025-XXX)
   - Refund reason
   - Issue details
3. **We'll review the request** within 1-3 business days
4. **If refund is approved:**
   - For cards/PayPal: money will return to your account within 5-10 business days
   - For crypto: need wallet address for refund

### How long does a refund take?

**Request processing:** 1-3 business days  
**Funds crediting:**
- **Bank cards:** 5-10 business days (depends on bank)
- **PayPal:** 3-5 business days
- **Cryptocurrencies:** 1-24 hours (after address confirmation)

### Are there refund fees?

- **Full refund before work starts:** no fees charged
- **Partial refund:** up to 20% may be withheld for work completed
- **Banking/payment fees:** not always refunded (depends on payment system)

### What is "Money-Back Guarantee"?

We guarantee:
- āœ… Refund if work hasn't started
- āœ… Refund if doesn't meet requirements
- āœ… Fair refund terms
- āœ… Transparent communication

Details in our **Refund Policy** on the website.

---

## ⭐ REVIEWS

### Can I leave a review?

Yes! We'd love to hear your feedback!

**How to leave a review:**

**Method 1: On service/product page**
1. Go to the service/product page you ordered
2. Scroll down to the "Reviews" section
3. Click "Write a Review"
4. Fill the form:
   - Rating (1-5 stars)
   - Your name
   - Email
   - Review text
5. Click "Submit Review"

**Method 2: From client dashboard**
After order completion, you'll see a prompt to leave a review.

**Method 3: Via email**
Send your review to us - we'll add it to the website.

### Do I need to register to leave a review?

**No!** Registration is not required. Just provide your name and email.

### Will my contact details be visible in the review?

On the website, only the following will be visible:
- āœ… Your name (or nickname)
- āœ… First letter of last name (John D.)
- āœ… Review date
- āœ… Rating and text

Email is **not published** on the website.

### Do you moderate reviews before publishing?

Yes, all reviews go through moderation:
- āœ… Check for spam
- āœ… Check for inappropriate language
- āœ… Publish within 24-48 hours

We publish **all reviews** - both positive and negative. Honest feedback helps us improve!

### Can I edit/delete my review?

Yes! Contact us:
- Provide the email you used in the review
- Describe what needs to be changed/deleted
- We'll update the review within 24 hours

### Is there a reward for reviews?

We don't pay for reviews, but we appreciate your feedback! As a thank you, we may offer:
- šŸ’° 5-10% discount on your next order
- šŸŽ Bonus services
- ⭐ Priority support

---

## šŸŽÆ ADDITIONAL QUESTIONS

### Do you work with international clients?

Yes! We work with clients worldwide:
- šŸŒ Any country
- šŸ’µ Payment in USD (universal)
- 🌐 Communication in English/Russian/Turkish
- ā° We accommodate time zones

### Do you provide technical support after project completion?

Yes! Depends on the service:
- **Warranty support:** 30-90 days (bug fixes)
- **Paid support:** available on request
- **Consultations:** email/Telegram support

Details can be clarified when ordering.

### Can I order urgent work?

Yes! We offer **Express Delivery**:
- ⚔ Accelerated completion (2-3 days instead of 7)
- šŸ’° Additional 50-100% fee (depends on project)
- šŸš€ Priority in queue

Contact us **before ordering** to confirm availability.

### Do you provide source code?

Yes! For most services:
- āœ… Full source code
- āœ… Code comments
- āœ… README with instructions
- āœ… Documentation

Details are specified in each service description.

### What if I need consultation before ordering?

**Contact us for free!**

- šŸ“§ **Email:** ask questions - we'll respond within 24 hours
- šŸ’¬ **Telegram:** quick consultation during business hours
- šŸ“ **Contact form:** on the `/contact` page

We'll help you:
- Choose the right service
- Calculate costs
- Create technical requirements
- Estimate timeframes

**Consultation is free with no obligation!**

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## šŸ“ž CONTACT INFORMATION

**🌐 Website:** https://yoursite.com  
**šŸ“§ Email:** info@yoursite.com  
**šŸ’¬ Telegram:** @yoursupport  
**šŸ“± Phone:** +1 (555) 123-4567

**Business Hours:**  
Monday - Friday: 9:00 AM - 6:00 PM UTC

---

## ā“ DIDN'T FIND YOUR ANSWER?

If your question isn't in the FAQ:

1. **Check the service page** - the answer might be there
2. **Contact us** - we'll be happy to answer!
3. **Let us know** what to add to the FAQ

**We're always here and ready to help!** šŸš€

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**Last Updated:** October 21, 2025  
**Version:** 1.0  
**Status:** āœ… Active

FAQ - Frequently Asked Questions | Programming Services Platform