Support terms

RetouchXPress software development and retouchxpress.eu website is owned and operated by Rosehill Marketing Ltd. This company is the legal entity that is responsible for providing support for end-users according to the points below:

1. Support for Trial-Users

Depending on our support team’s availability, we are doing our best to reply to your questions and inquiries. Please contact us by e-mail.

2. Support for Monthly and Yearly Subscriptions

Users who have purchased monthly or yearly subscriptions are entitled to the following customer support as long as their subscription plan is active. (The status of your subscription can be checked in the Account/Licenses menu after logging in to our main website).

• e-Helpdesk: Support is available only in English language. You may contact us by e-mail describing the issue you may experience regarding the installation or malfunctions of RetouchXPress and Trapping plug-ins. Please always include the last 6 characters or digits of your license-key in the message you send us. You can expect our support team to reply to your inquiry within 48 hours. Each subscription includes support for maximum 2 cases per month or 10 cases per year. For further help, support or trainings contact our sales department.
• Updates, Upgrades: As long as a plan is active all updates and upgrades are free. However we cannot guarantee that RetouchXPress and Trapping plug-ins are compatible with the user’s OS and version of Photoshop.
• Refund of the subscription fee is only possible if the installation or activation is unsuccessful due to a hardware or software incompatibility where your paid license cannot be redeemed.
• Trainings: Access to our newest video tutorials and user guides are included in the support. If you wish to buy one-on-one, live, online trainings by one of our experienced coaches please contact our sales department.

3. Support for Perpetual License Users

Perpetual License Users are entitled to the same support as Monthly and Yearly Subscribers (described in point 2) for a period of 1 year from the activation of the license. For further help, support or trainings contact our sales department.