This Customization Policy explains how custom development, customization, installation, integration, consulting, migration, and private technical work are handled by Lenzcreative for customers of Lenzstore.
Customization work is separate from standard product support. Standard support is intended to help with existing product features, documented functionality, license access, basic configuration, and confirmed product bugs. Customization requires a separate quote, invoice, written agreement, or approved scope.
1. Customization is not included in standard support
Purchasing a product from Lenzstore does not automatically include custom development, custom features, private modifications, design changes, business-specific workflows, installation service, migration work, or third-party integrations.
If a request goes beyond the original product features, demo, documentation, or supported configuration options, it may be treated as customization and may require a separate paid agreement.
2. Examples of customization
Customization may include:
- Adding new features or custom modules.
- Changing product workflows, business logic, approval flows, reports, or dashboards.
- Changing layouts, colors, text, fields, tables, forms, email templates, or UI/UX beyond built-in options.
- Integrating third-party APIs, payment providers, CRMs, accounting tools, AI providers, email services, or external platforms.
- Adapting a product to a custom business process or client requirement.
- Custom WordPress, WooCommerce, Perfex CRM, RISE CRM, Laravel, CodeIgniter, or PHP development.
- Installation, setup, configuration, migration, data import, or deployment work requested as a service.
- Debugging or repairing customer-written code, third-party code, or unsupported modifications.
- Performance optimization, security hardening, malware cleanup, server work, or hosting configuration.
3. Quotes and approved scope
Before customization work starts, we may provide a written quote, invoice, message, proposal, or statement of work. The approved scope may describe the deliverables, price, payment terms, estimated timeline, required access, assumptions, exclusions, revision limits, testing process, and acceptance criteria.
Only the items clearly included in the approved written scope are included. Any additional change, feature, request, variation, or new requirement may be treated as a separate task and may require extra time and extra cost.
4. Discovery and estimation
For unclear or complex requests, we may require paid discovery, technical analysis, code review, requirement review, or feasibility review before giving a final estimate.
Estimates are based on the information available at the time. If the project complexity, requirements, third-party limitations, codebase condition, hosting environment, or access details are different from what was provided, the price or timeline may change.
5. Customer responsibilities
You are responsible for providing:
- Clear requirements and expected behavior.
- Timely feedback, approvals, and decisions.
- Access to the relevant website, CRM, server, dashboard, repository, API, or third-party account where needed.
- Test data, screenshots, examples, documentation, and credentials required for the work.
- Valid licenses for any third-party software, plugins, modules, themes, APIs, or services required by the project.
- Backups before work begins, especially before production changes.
- A staging environment where reasonably required.
- Content, translations, images, copy, branding assets, and legal text where needed.
Delays in providing information, access, approvals, or feedback may delay delivery.
6. Payments
Customization work may require full upfront payment, partial upfront payment, milestone payment, hourly payment, or another payment arrangement agreed before work starts.
Deposits, discovery fees, consulting fees, setup fees, completed milestones, and work already performed are non-refundable unless agreed otherwise in writing or required by applicable law.
7. Change requests
Any request outside the approved scope is a change request. Change requests may include new features, changed requirements, different workflows, additional integrations, design changes, new edge cases, extra revisions, or changes requested after approval.
Change requests may require additional cost, additional time, and written approval before implementation.
8. Revisions
Included revisions, if any, will be stated in the approved scope. Revisions must relate directly to the approved scope.
New features, changed requirements, different design direction, additional pages, extra integrations, or requests outside the approved scope are not considered included revisions unless agreed in writing.
9. Delivery and acceptance
Customization work may be delivered through a ZIP file, patch, Git repository, staging deployment, production deployment, module, plugin, documentation, configuration, or another agreed delivery method.
You are responsible for reviewing delivered work within the review period stated in the approved scope. If no review period is stated, you should report scope-related issues within 7 days of delivery.
If you do not report scope-related issues within the review period, the work may be treated as accepted.
10. Bug-fix period for custom work
Unless agreed otherwise, custom work may include a limited bug-fix period for confirmed defects in the delivered scope.
This bug-fix period does not cover:
- New requirements or new features.
- Changed requirements after delivery.
- Issues caused by customer edits or third-party changes.
- Issues caused by platform, CRM, WordPress, WooCommerce, PHP, API, hosting, or server updates after delivery.
- Conflicts with unrelated third-party plugins, modules, themes, or custom code.
- Data changes, deleted data, broken backups, malware, compromised accounts, or hosting issues.
- Unsupported modifications made after delivery.
11. Production access and backups
You are responsible for creating full backups before customization work begins, especially before any work on a production environment.
We may refuse to work directly on production if no backup or staging environment is available. If you request direct work on production without a staging environment or verified backup, you accept the risk of downtime, data loss, conflicts, performance issues, or unexpected behavior.
12. Third-party services and limitations
Customization work may depend on third-party platforms, APIs, plugins, modules, CRMs, hosting providers, payment providers, email providers, AI providers, analytics tools, or external services.
We are not responsible for third-party downtime, API changes, pricing changes, account restrictions, discontinued services, missing documentation, rate limits, or limitations outside our control.
13. Intellectual property and source code
Unless agreed otherwise in writing, Lenzcreative retains ownership of pre-existing products, frameworks, libraries, tools, reusable code, license systems, update systems, internal methods, know-how, and intellectual property.
You receive permission to use the custom deliverables for the agreed project and purpose. Custom work does not transfer ownership of our original products, source code, license systems, update systems, brand, documentation, or reusable development methods.
If source code delivery, repository access, transfer of rights, white-label rights, or extended commercial rights are required, they must be clearly included in the approved written scope.
14. Cancellation
Either party may cancel customization work according to the approved agreement or written communication.
If work is cancelled, you remain responsible for paying for work already performed, time spent, expenses incurred, completed milestones, discovery work, and non-refundable fees unless agreed otherwise in writing or required by applicable law.
15. No guarantee of business results
Customization work is provided according to the approved technical scope. We do not guarantee increased sales, rankings, traffic, conversions, revenue, performance scores, customer acquisition, or business results unless expressly agreed in writing.
16. Relationship with other policies
This Customization Policy should be read together with our Support Policy, Terms of Service, License Policy, and Refund Policy.
17. Contact
For customization requests, contact us at [email protected].