Ordering FAQ

Frequently Asked Questions About Ordering

Payment

What payment methods are available?

We accept Visa, MasterCard, American Express, JCB, and Diners Club credit cards, as well as Maestro debit cards issued in the UK. Direct debit payment method is available in Germany. Wire Transfer payments are accepted only within the European Union, Iceland, Lichtenstein, Norway, Switzerland and USA. Also, we accept PayPal and Check.

Do I have to pay for shipping?

No. There are no shipping costs, since our products are delivered electronically.

Ordering

Can I place a purchase order?

Sure. Corporate clients are allowed to order a product using a purchase order. Unfortunately, our payment provider Share-it does not accept purchase orders from private customers.
Your official order should include a company letterhead with the following information, validated by an authorized signature or company stamp:

  • The product name and the specific product ID, if known
  • The number of items desired
  • The name the product license will be issued to
  • Your billing address and your delivery address, if different
  • Name, phone and fax number of the contact person for your order
  • The e-mail address to which the order confirmation and invoice should be sent, and your e-mail delivery address, if different
  • The requested billing currency

Send your purchase order to sales@crystalnet-tech.com for further assistance.

How can I get a quote?

Feel free to request a written quote from our payment provider.

I need the invoice for my order. How can I get one?

An invoice for an order is issued only after receipt of payment. For orders paid by a credit card, our payment provider Share-it will issue an invoice immediately.

For orders paid via wire transfer or cheque, you will first receive an order confirmation. The invoice will be issued after receipt of payment. In any case, Share-it will automatically email your invoice or order confirmation to your billing address. The documents are sent as e-mail attachments in portable document format(.pdf).

In addition, you can view and print your ordering documents at any time after completing your order. Just log on to the secure "My Account" area of your Share-it account. You will find an overview of your orders and all accompanying documents there.

What is a VAT ID and do I need one?

VAT ID is relevant for corporate customers within the EU only. Please note, that the VAT ID consists of two letters identifying the country and the country-specific number of digits. Enter your VAT ID in accordance with your country-specific format. Individuals should leave this field blank.

How can I refund VAT?

You can refund VAT via your Share-it account:

  • Log in into your Share-it account
  • Find the appropriate order and press “Refund Belated VAT” (enter your VAT ID)

Is there a money-back guarantee?

If you experience any technical issues or product-breaking bugs that prevent you from using the product, contact our Customer Support. They will do their best to assist you. However, if, at the end of their attempts to solve the issue, your product is still not working, you may qualify for a full refund within 30 days since the purchase date.

How can I cancel my order? I have not paid yet.

If no payment is received for an order paid for by wire transfer or check, the order is suspended in our payment provider's system. The product will not be delivered. Our payment provider will remind you about this open order by e-mail, so that you can either make a payment or cancel the order yourself using the link contained in the e-mail.
We generally reserve the right to withdraw from the contract in the case of non-payment.

How can I cancel my order? I have already paid.

For questions about a cancellation, please contact our payment provider's customer service team in writing (by e-mail) and briefly explain why you would like to cancel the order, go to contact form. Your request will be reviewed within 2 business days. Our payment provider will notify you of the result by e-mail. Any credit will be refunded to your credit/debit card, if used when ordering, or you will receive a wire transfer or check (U.S./Canada).

Subscription

Why do I need to renew my subscription?

CrystalNet's exclusive subscription is the quickest and efficient way to deliver product upgrades and technical support to our customers.

Advantages:

  • Free access to any product upgrades and releases
  • Personal support - timely help, bug fixes, access to resources

Discount

Do you offer any discounts for purchases of multiple licenses of software?

Yes, we offer volume discounts for our products. Please contact sales@crystalnet-tech.com for more information.
To view discounts for runtime library products, please see Runtime library Ordering.

Delivery

I have placed an order. How long does it take to get my product?

Within the next 48 hours after placing an order, you will receive the registration e-mail, containing license number and further instructions.

How can I download a purchased product?

Within 48 hours after receipt of payment, you will receive the registration e-mail with further information for a product download.

License and Subscription Duration

Is there an expiration of a license or is it permanent?

CrystalNet products are sold on the subscription basis, i.e. during a year after a purchase, you can download new versions released within this period. But the license itself is permanent in the sense, that a particular version can be used without any time limitations.

How can I be notified of product upgrades and new releases?

If you are using the Runtime Library, after installation a menu called CrystalNet will be added to your Delphi IDE, you can check updates from the runtime library about screen. Alternatively, you can view product upgrades and new releases from the company news on this website or from the customer portal after login.

My Subscription has expired, can I renew it right away?

Sure. You can purchase a subscription for your license right after the subscription expiration date.
By default, all subscriptions purchased after the expiration of the first free subscription are auto renewal.
Our payment provider will notify you for renewal when the current subscription is about to expire.

How can I activate a product? Where should I put a license key?

During the installation process you will be rquested to enter your serial number before you can proceed. Without a valid serial number you will not be able to install the full version of the product.

Can a license be transferred to another person or company?

The license ownership can be transferred to another person or company, but, according to our License Agreement, Item 4 "You may not transfer the Software to any individual or entity without express written permission from CrystalNet Technologies LTD". Thus, you will need to contact us first and inform about your intention to transfer the license. Also you will need to specify contact data of a new owner of the license, so we can update the records on our end to avoid any confusions.

What is the difference between Subscription Renewals and Edition Upgrades?

Subscription renewals are meant for customers who wish to renew their existing licenses and receive further updates within one year.

Edition upgrades are meant for customers who wish to switch from one product edition to another one within the existing license, e.g. from Standard to Professional, or from Enterprise to Professional. Edition upgrades do not extend subscription duration.

Licensing Questions on .Net Runtime Library for Delphi

Can the product be installed on more than one machine?

You may install, activate and use ONE (1) copy of the SOFTWARE PRODUCT on ONE (1) computer provided it is used by ONE (1) person. You may install, activate and use an additional copy of the SOFTWARE PRODUCT on a second portable device, laptop or home COMPUTER for the exclusive use of the same person only.

Do the end-users of my own product that uses the CrystalNet assemblies need a license?

No, end-users of your application do not require any license.

Do we need a separate license to deploy our application to customer's site?

If you have the CrystalNet Technologies LTD license, you do not need to pay any additional fee for deploying or distributing your software to end users.

Licensing Questions on CrystalDB Tools

Can the product be installed on more than one machine?

You may install, activate and use ONE (1) copy of the SOFTWARE PRODUCT on ONE (1) computer provided it is used by ONE (1) person. You may install, activate and use an additional copy of the SOFTWARE PRODUCT on a second portable device, laptop or home COMPUTER for the exclusive use of the same person only.

MyCommerce Customer Care Center

Frequently Asked Questions from our Payment Provider?

If you have any question regarding your order, payment, product delivery etc,
go to MyCommerce Customer Care Center.