FAQs
Last updated: October 21, 2025
# ā FAQ - Frequently Asked Questions
**For Programming Services Platform Clients**
**Last Updated:** October 21, 2025
**Version:** 1.0
---
## š 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)
---
## š 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.
---
## š³ 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 ā secure Stripe form will open
- PayPal ā redirect to PayPal website
- Crypto ā 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:
- ā
SSL encryption (HTTPS)
- ā
PCI DSS certified (for cards)
- ā
We don't store your card data
- ā
3D Secure verification
- ā
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:
- ā
Email confirmation with order number
- ā
Link to track order status
- ā
Invoice (can be downloaded later)
---
## š ORDER STATUSES
### What statuses can an order have?
**PENDING** (Awaiting Payment)
- ā³ Order created but not yet paid
- š§ You received an email with order number and payment link
- ā ļø If not paid within 24 hours, order may be automatically cancelled
**PAID** (Paid)
- ā
Payment received and confirmed
- š§ You received payment confirmation email
- šÆ Order transferred to our team for work
**IN_PROGRESS** (In Progress)
- š Our team is working on your project
- š¬ We may contact you for clarification
- ā° Expect completion within the specified timeframe
**COMPLETED** (Completed)
- ā
Work is finished!
- š¦ Result files are ready for download
- š§ You received notification email with file links
- š You can access your client dashboard and download files
**CANCELLED** (Cancelled)
- ā Order cancelled (by your request or automatically)
- š° 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 ā 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 ā 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:
- ā
PAID - "Payment received"
- ā
IN_PROGRESS - "Work has started"
- ā
COMPLETED - "Order ready, files available for download"
---
## š ORDER ACCESS
### What is the "client dashboard"?
It's your personal page for a specific order where you can:
- š View order status
- š„ Download result files
- š Download invoice
- š View contact information
- š¬ 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:
- š» Computer
- š± Smartphone
- š„ļø Tablet
Just open the link in your browser.
---
## š 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** ā download will start
5. **Download all needed files**
### What files can I download?
Depends on the ordered service:
- š¦ **Archives** (ZIP, RAR) with source code
- š **Documentation** (PDF, DOCX)
- šØ **Design files** (PSD, Figma exports)
- šø **Images/Graphics**
- š¹ **Video tutorials** (MP4)
- 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
---
## š 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 ā 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:
- š **Order number** (Order #)
- š
**Payment date**
- š¤ **Your details** (name, email)
- š¢ **Our company details**
- š° **Payment amount** in USD
- š³ **Payment method** (Stripe, PayPal, Crypto)
- š **Transaction ID**
- š **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.
---
## š COMMUNICATION & SUPPORT
### How do I contact you?
We have several communication channels:
**š§ Email**
- Primary communication channel
- Response within 24 hours
- For all questions and requests
**š¬ Telegram**
- Quick contact
- Response during business hours (9:00-18:00 UTC)
- For urgent questions
**š± Phone**
- For emergencies
- Call during business hours
**š„ļø Contact Form**
- On the `/contact` page
- Fill the form ā 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?
- š¬š§ **English** (primary)
- š·šŗ **Russian**
- š¹š· **Turkish**
### What should I include when contacting you?
For quick resolution, please provide:
- š **Order number** (ORD-2025-XXX)
- š§ **Email** you used when ordering
- š **Question/issue description**
- šø **Screenshots** (if applicable)
---
## š SECURITY
### How secure is my payment information?
**Your data is completely secure:**
ā
**SSL encryption** - all data transmitted via secure HTTPS
ā
**PCI DSS Level 1** - highest payment security standard
ā
**We don't store card data** - processed directly by Stripe/PayPal
ā
**3D Secure** - additional verification via SMS/bank app
ā
**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:
- ā
Unique random code (impossible to guess)
- ā
Not indexed by search engines
- ā
Not shared with third parties
- ā
Access code may be required in some cases
- ā
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:
- š§ Email with subject "SECURITY ALERT"
- š¬ Telegram (for urgency)
- Provide order number and details
We will:
- š Block access
- š Conduct investigation
- ā
Take protective measures
### Do you share my data with third parties?
**No!** We maintain strict confidentiality:
- ā We don't sell data
- ā We don't share data with advertisers
- ā We don't send spam
- ā
We use data only to fulfill orders
- ā
We comply with GDPR and other standards
Details in our **Privacy Policy** on the website.
---
## š° REFUNDS
### Can I get a refund?
Yes, we offer refunds in the following cases:
**ā
Full refund possible:**
- You cancelled the order **before work started** (PAID status)
- We cannot complete the order
- Work quality doesn't meet agreed requirements
**ā ļø Partial refund possible:**
- Work is partially completed
- You cancel the order **after work started** (IN_PROGRESS status)
**ā 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:
- ā
Refund if work hasn't started
- ā
Refund if doesn't meet requirements
- ā
Fair refund terms
- ā
Transparent communication
Details in our **Refund Policy** on the website.
---
## ā 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:
- ā
Your name (or nickname)
- ā
First letter of last name (John D.)
- ā
Review date
- ā
Rating and text
Email is **not published** on the website.
### Do you moderate reviews before publishing?
Yes, all reviews go through moderation:
- ā
Check for spam
- ā
Check for inappropriate language
- ā
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:
- š° 5-10% discount on your next order
- š Bonus services
- ā Priority support
---
## šÆ ADDITIONAL QUESTIONS
### Do you work with international clients?
Yes! We work with clients worldwide:
- š Any country
- šµ Payment in USD (universal)
- š 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**:
- ā” Accelerated completion (2-3 days instead of 7)
- š° Additional 50-100% fee (depends on project)
- š Priority in queue
Contact us **before ordering** to confirm availability.
### Do you provide source code?
Yes! For most services:
- ā
Full source code
- ā
Code comments
- ā
README with instructions
- ā
Documentation
Details are specified in each service description.
### What if I need consultation before ordering?
**Contact us for free!**
- š§ **Email:** ask questions - we'll respond within 24 hours
- š¬ **Telegram:** quick consultation during business hours
- š **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!**
---
## š CONTACT INFORMATION
**š Website:** https://yoursite.com
**š§ Email:** info@yoursite.com
**š¬ Telegram:** @yoursupport
**š± 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!** š
---
**Last Updated:** October 21, 2025
**Version:** 1.0
**Status:** ā
Active