Warranty Policy

Last updated: January 1, 2025

1. Warranty Overview

wizCode ("we," "us," or "our") stands behind the quality of every deliverable we produce. This Warranty Policy describes the scope of our post-delivery warranty commitments, the conditions under which they apply, and the process for raising a warranty claim. Our goal is simple: if something we built does not work as specified, we fix it at no additional cost to you.

2. Standard 30-Day Bug Warranty

All software deliverables produced by wizCode are covered by a 30-day warranty period commencing on the date of final delivery and client acceptance. During this period, wizCode will, at no additional charge, investigate and remedy any defect that meets all of the following criteria:

• The defect is reproducible and demonstrably present in the delivered code.
• The defect causes the software to behave in a manner inconsistent with the agreed-upon specifications or Statement of Work.
• The defect was not introduced by changes made by the client or any third party after delivery.
• The defect was not caused by infrastructure, third-party services, or environments outside the scope of the engagement.

Warranty claims must be submitted in writing to support@wiz-code.com within the 30-day warranty period. Claims submitted after the warranty period expires will be treated as new support requests subject to applicable support plan pricing.

3. Types of Defects Covered

The following categories of defects are covered under the standard warranty:

• Functional defects: Features that fail to perform their intended function as defined in the project specification, acceptance criteria, or Statement of Work.
• Logic errors: Incorrect computation, data processing, or business rule application resulting in wrong outputs.
• Security vulnerabilities: Critical security defects introduced in our code, including authentication bypass, SQL injection, and cross-site scripting vulnerabilities discoverable through standard testing.
• Integration failures: Third-party API or service integrations that fail to operate as designed due to implementation errors in our code, excluding changes made to the third-party service after delivery.
• Data corruption: Defects in our code that result in unintended modification or deletion of client data.

4. Exclusions from Warranty Coverage

The following are explicitly excluded from warranty coverage and will be quoted and billed as separate engagements:

• Changes, modifications, or customisations to the delivered software made by the client, client's employees, or any third party after delivery and acceptance.
• New feature requests or enhancements beyond the agreed-upon scope, even if functionally adjacent to existing features.
• Issues arising from third-party service outages, API changes, or pricing or policy changes by external providers after delivery.
• Performance degradation caused by traffic volumes, data volumes, or usage patterns that exceed the specifications agreed upon at the start of the engagement.
• Browser, operating system, or device compatibility issues for versions not specified in the original scope.
• Issues attributable to client-managed infrastructure, hosting environments, or deployment configurations not set up by wizCode.
• Bugs or defects that were reported during the engagement but were explicitly deferred or accepted as known limitations in writing by the client.
• Issues arising from the use of the software in ways not described in the specifications or user documentation.

5. Extended Warranty and Ongoing Support

Clients who require warranty coverage beyond the initial 30-day period may enrol in one of our Support Plans, which provide ongoing technical support, bug remediation, and proactive maintenance. Support Plans are available in three tiers:

• Essential Support: Extended 90-day warranty coverage with up to 5 hours of support per month. Suitable for stable applications with low change frequency.
• Growth Support: Extended 6-month warranty with priority bug fixes and up to 20 hours of support per month. Includes monthly performance reviews.
• Enterprise Support: 12-month warranty, dedicated support engineer, SLA-backed response times, and unlimited support hours. Suitable for mission-critical production systems.

Support Plan pricing and terms are detailed on our Support Plans page and in the Support Plan Agreement provided at enrolment.

6. Warranty Claim Process

To submit a warranty claim, please follow these steps to ensure the fastest possible resolution:

• Email support@wiz-code.com with the subject line "Warranty Claim - [Your Project Name]".
• Provide a clear description of the defect, including steps to reproduce, expected behaviour, and actual behaviour.
• Include screenshots, error logs, or screen recordings where available.
• Specify the environment in which the defect occurs (e.g., production, staging, specific browser or device).

wizCode will acknowledge receipt of your warranty claim within 24 business hours. Following investigation, we will provide a written assessment of whether the defect falls within warranty scope, and if so, an estimated timeline for remediation. Most warranty fixes are delivered within 48 to 72 business hours, with critical security defects addressed within 24 business hours where feasible.

7. Limitation of Warranty Liability

The remedies described in this Warranty Policy constitute the sole and exclusive remedies available to the client for warranty claims. wizCode's total liability under this Warranty Policy is limited to the cost of remediating the specific defect(s) reported and shall not exceed the total fees paid by the client for the affected deliverable.

wizCode makes no other warranties, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement, to the maximum extent permitted by applicable law in the United Arab Emirates.

8. Governing Law

This Warranty Policy is governed by the laws of the United Arab Emirates. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the competent courts of Dubai, UAE.

9. Contact Us

For warranty claims or questions about this policy, please contact our support team at support@wiz-code.com or visit our Help Center.