Efficient and affordable software for Macintosh - Maker of MaxBulk Mailer, eMail extractor, eMail Checker, e-Mail Bounce Handler

Frequently Asked Questions


 Is this site safe? Are downloads virus-free?
 What is Paypal and why do you use it?
 I don't want to use Paypal, how can I purchase from you?
 Do you send an invoice after I purchase a product from you?
 I am entitled to VAT exemption, how can I purchase without VAT?
 How long does it take to receive my registration information?
How many copies of the software can I register with the same key?
 Why don't I receive my registration information?
 Why is the downloaded file not working?
 Why does my registration information not work?
 Why don't you answer my emails?
 I have found a problem - How should I report it?
 What is your refund policy?
 How can I get a VAT refund?
 Are updates and upgrades free of charge?
 Why don't you have a phone support?

Is this site safe? Are downloads virus-free?

You may be concerned about downloading a virus that's going to destroy your computer. You may wonder whether the file you're downloading is safe or not. Everyone knows that the Internet is huge, there are many online threats like viruses, phishing, and spyware. A web site may try to deceive you, steal your credit card numbers or passwords. So, how can you be sure whether this web site is safe?

Maxprog web site belongs to Max Programming a Limited Liability Company (LLC) properly registered with tax id number ESB53628665 - La Mar 4, 03700, Denia (Spain), in business since January 2002. Feel free to check our tax id number here (Member state: ES-Spain, VAT Number: B53628665 then click on the 'Verify' button).


This site is safe, downloads are virus-free and we are a legitimate company. Our site is hosted in the US, all our downloads are digitally signed and we use Paypal and Kagi for payment processing. We do not have access to your credit card info.

You will find below a few links to get more information about us and get our site checked by trusted third party services:

 Is our site secure?
http://www.google.com/safebrowsing/diagnostic?site=maxprog.com
http://www.urlvoid.com/scan/maxprog.com/
http://www.siteadvisor.com/sites/maxprog.com

 Reputation:
http://www.webutations.info/go/review/maxprog.com
http://www.mywot.com/en/scorecard/maxprog.com
http://www.alexa.com/siteinfo/maxprog.com

 Who are we:
http://whois.domaintools.com/maxprog.com

 Online Anti-virus:
https://www.virustotal.com/en/

What is Paypal and why do you use it?

PayPal is the payment processor service we have been using successfully for years to sell and to get paid for our products worldwide.

PayPal is the safer and easier way to pay and get paid online. The service allows anyone to pay in any way they prefer, including through credit cards, bank accounts, buyer credit or account balances, without sharing financial information.

PayPal has quickly become a global leader in online payment solutions with more than 153 million accounts worldwide. Available in 190 markets and 17 currencies around the world, PayPal enables global ecommerce by making payments possible across different locations, currencies, and languages.

PayPal has received more than 20 awards for excellence from the internet industry and the business community -most recently the 2006 Webby Award for Best Financial Services Site and the 2006 Webby People's Voice Award for Best Financial Services Site.

Located in San Jose, California, PayPal was founded in 1998 and was acquired by eBay in 2002.

I don't want to use Paypal, how can I purchase from you?
 

 
PayPal is very likelly the safest and easiest way to pay and get paid online. The service allows anyone to pay in any way they prefer, including through credit cards, bank accounts, buyer credit or account balances, without sharing financial information. Paypal allows you to pay either using your Paypal account or directly using your card. That means you don't need to open an account and if you have one but you don't want to use it for a given purchase just do it! In other words, despite it is far better to take advantage of the security a Paypal account offers, you are free to do whatever you want.

However we decided to offer an alternative. Indeed we have a second store at Kagi. It is similar to our Paypal store but all the checkout is made at Kagi.

Do you send an invoice after I purchase a product from you?
 

 

Yes, an invoice is sent to you by email right after you make a purchase from us. Note that we use 2 different payment processors, Paypal and Kagi. Only when purchasing on our Paypal store you will get an invoice from us, it is a direct sale between you and our company. If you purchase at Kagi, Kagi will send you the invoice. It will be an invoice between Kagi and you.

You can modify or get our invoices resent but we cannot modify the ones issued by Kagi for you. If you need to modify a Kagi invoice please contact kagi here. If you need to modify the billing address of one of our invoices just look at the copy you received by email, there is an 'Edit' link just in front of Bill To:". You can also go to the following page, type the serial your recieved, click on 'Get Info' and then click on the link below your name and email address. That will take you to the invoice with the same 'Edit' link in front of "Bill To:"

In addition Kagi has a special link to get a printable invoice, you just need to use the following URL replacing TRANSACTION_NUMBER with your Kagi transaction number:
http://store.kagi.com/cgi-bin/storereceiptviewer.cgi?tranid=TRANSACTION_NUMBER

You can also display our invoices, you just need to use the following URL replacing TRANSACTION_NUMBER with the Paypal transaction number:
http://www.maxprog.com/store/invoice.php?t=TRANSACTION_NUMBER


I am entitled to VAT exemption, how can I purchase without VAT?
 

 

If you are based in the EU (except Spain) and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. Our store tries to detect your location and displays a VAT Exemption link if apropriate. By clicking on that link you will be taken to the VAT Exemption page, enter your VAT exemption identification and click on the 'Validate' button. Your VAT identification number will be validated by the European VIES server.

When your VAT exemption number has been validated, you will be redirected back to the store and your order will automatically be updated to zero rate the VAT if applicable. In the event that your order is not zero rated then we will not be able to zero rate this order.

VAT is not refundable once the order has been processed.

Note that our other store at Kagi also support VAT exemption in a similar way by asking for the VAT indentification code during the checkout process.

How long does it take to receive my registration information?

Once you have paid you will receive your registration information via email. Messages are sent by a fully-automated system so you should receive the message within seconds or minutes of completing your payment depending on network conditions. (Yet in rare ocasions it can take up to a couple of hours). Note that if you have used a PayPal eCheck it will take at least 4 days though. Please read below to get more information on PayPal eChecks.

PayPal eChecks: If you paid using a PayPal "eCheck" then the transaction will not be completed until the payment has cleared. Just as it would for a real-world check, PayPal imposes a clearance delay of several days (typically about four business days) before allowing the funds to clear and the transaction to be completed. Immediately upon clearance PayPal's automated systems will cause your registration information to be sent to you via email. There is no human intervention required so there should be no additional delays.
Note that perhaps you did not ask Paypal to use an echeck. Actually Paypal will switch to that payment method if the credit card associated to your account is not available, is out of date or has expired. Return to Top

How many copies of the software can I register with the same key?
 

 
If you have purchased a Single-User license, your activation code only allows you to use the software on one single computer at the same time. You may indeed register a couple of copies with the same key but you are not allowed to use both of them at the same time. Using our software on multiple machines with the same activation code at the same time is a violation of the User License that comes with the software.

If you need to use our software on multiple computers simultaneously you can purchase a license pack here. We offer packs of 2, 3, 5, 10, 25, 50 and 100 licenses with a great discount. Return to Top

Why don't I receive my registration information?

Your registration information is automatically sent after automatic checking of the payment, by e-mail to the email address that you provided during your payment. If you provided a wrong return email address you won't be able to receive your registration information. Messages are sent by a fully-automated system so you should receive the message within seconds or minutes of completing your payment depending on network conditions. If after waiting a couple of hours you still have not received your license notice check the following:

Check that our message containing the registration information did not get falsely identified as spam and diverted to your junk mail folder. If your email client, or your email server, or your ISP has a misconfigured anti-spam filter you might not be able to receive your registration information. If your email box is full you won't be able to receive your registration information either. If you have a challenge-response system in place it may have bounced the message containing the registration information and prevented it from being delivered. Given that such messages are sent by an automated system there is no human that could respond to such a challenge; you'll therefore need to check your quarantined messages or add the appropriate maxprog.com address to your "whitelist". If you don't receive an answer from us after a couple of days, please open a support ticket and request that your registration information be sent to a newer address (please supply your full name, old email address, new email address, product purchased, purchase date, and receipt or transaction number).

Note that you can have your license code resent to you at any time by using the Serial Number Recovery form (this is an automated system). Return to Top

Why is the downloaded file not working?

Your internet connection might not be stable or your internet browser probably did not download correctly the file from our website. Check that your internet connection works correctly, empty the cache of your internet browser, and redownload the file from scratch. When your file is correctly downloaded, you don't have any error message when it uncompresses. Once the file is uncompressed, just launch the application located inside the folder. Return to Top

Why does my registration information not work?

All the registration codes we send work perfectly. If you can't make them work it's often a problem on your side, in the way you use them. Read again carefully the registration email you received. Everything is explained in it. Make sure that the registration code you use is for the right application but also for the right version. Make sure that you enter correctly your registration code (exactly as it is given in the email) in the registration window, then click on the "Register" button. If a failure message appears, check again the registration information you entered. If you really can't manage, please open a support ticket here accompanied with the registration email you received. Return to Top

Why don't you answer my emails?

We always answer your requests. If you send us an email or open a support ticket with a wrong return email address you won't be able to receive an answer from us. If your email client, or your email server, or your ISP has a misconfigured anti-spam filter you might not be able to receive an answer from us. If your email box is full you won't be able to receive an answer from us either. If you don't receive an answer from us after a couple of days, please open a support ticket. Note that our help desk system allows you to track the status of submitted requests, post follow-up notes and correspond with help desk operators in a bulletin board fashion. In order to use all these benefits you need to login using your user id and password before submitting service requests. Registration is quick and free. We recommend you to do it! Return to Top

I have found a problem - How should I report it?

The aim of a problem report is to enable us (the programmers) to see the program failing in front of us as it does in front of you. Therefore you should give careful and simple to understand but detailed instructions on how to make it fail. Try to reproduce the problem on your side with simple steps. Make things as simple as possible. If we can make it fail, we will try to gather extra information until we know the cause. If we can't make it fail, we will have to ask you to gather that information for us.

Please avoid reports that say nothing, like "It doesn't work!", reports that make no sense to you, reports that don't give any information at all, reports that give speculative or too wide information. Be aware that a problem can come from your operating system, somebody else's program or a network failure. Try to make very clear what are actual facts ("I was at the computer and this happened") and what are speculations ("I think the problem might be this"). Leave out speculations if you want to, but don't leave out facts. Describe what happened. Tell us exactly what you saw. Tell us why you think what you saw is wrong; better still, tell us exactly what you expected to see.

When you report a problem, you are doing so because you want the issue fixed. There is no point in swearing at the programmer or being deliberately unhelpful.
We reserve the right to close a support ticket and stop providing support if you are deliberately unhelpful, you use inadequate language, you are disrespectful, you use blackmail or you are threatening us. Buying a product from us doesn't give you the right to lose respect nor mistreat the operator whatever the problem is. It may be our fault and your problem, and you might be right to be angry with us, but the issue will get fixed faster if you keep cool and help us by supplying all the information we need.

Give us some credit for basic intelligence: if the program really didn't work at all, we would probably have noticed. Since we haven't noticed, it must be working for us. Therefore, either you are doing something differently from us, or your environment is different from ours. We need information; providing this information is the purpose of a problem report. More information is almost always better than less.

If you are not reporting a problem but just asking for help using the program, you should state where you have already looked for the answer to your question. ("I looked in chapter 4 and section 5.2 but couldn't find anything that told me if this is possible.") This will let us know where people will expect to find the answer, so they can make the documentation easier to use. Return to Top

What is your refund policy?

All our products are 'Try-Before-Buy'. During your trial period, our support staff is available to assist in installation and configuration via our help desk. We strongly recommend that all customers download, install, and test the trial version of any product prior to making a purchase.

Maxprog will refund your purchase under the appropriate circumstances; for example, if you accidentally hit the "Buy" button twice and end up buying two licenses only seconds apart when you intended to buy only one then Maxprog will refund the duplicate payment on request. In given situations and only within 30 days of purchase, if due to technical difficulties (we are unable to solve thru our help desk) or platform incompatibilities the software will not function, we will issue a refund. The same applies in the case it was imposible for you to run into a given issue just trying the demo or the software doesn't perform as expected in real use. In such instances, we require that you provide enough information for us to positively identify your purchase transaction, the order number, the e-mail address you used for the purchase, the date of the transaction and the product reference. Just ask for your refund by contacting us through our help desk. Note that we do not refund the purchase of software upgrades under any circumstances!

It is your responsibility to familiarize yourself with this refund policy. By placing an order for any of our products, you indicate that you have read this refund policy and that you agree with and fully accept the terms of this refund policy.

Of course you are free to contact the payment processor or your bank and ask for a refund or a chargeback. We can't do nothing to prevent that and we will never opose to it. We use Paypal, Kagi and the Apple App Store as the payment procesors. You will find below the links to initiate refunds or the explanations to do it for each of the processor we use:

     Paypal: How do I request a refund?
     Kagi: Refund Request
     Apple App Store: How do I request a refund?

Once you get your refund we will simply revoke your license.
Return to Top

How can I get a VAT refund?
 

 

VAT is not refundable once the order has been processed.

If you really want a VAT exemption you will have to purchase again, using the same email address, and then ask us to refund the first purchase. When purchasing click on the VAT exemption link; our store tries to detect your location and displays a VAT Exemption link if apropriate. By clicking on that link you will be taken to the VAT Exemption page, enter your VAT exemption identification and click on the 'Validate' button. Your VAT identification number will be validated by the European VIES server.

When your VAT exemption number has been validated, you will be redirected back to the store and your order will automatically be updated to zero rate the VAT if applicable. In the event that your order is not zero rated then we will not be able to zero rate this order.


Note that our other store at Kagi also support VAT exemption in a similar way by asking for the VAT indentification code during the checkout process.

Are updates and upgrades free of charge?

This web site allows you to download free updates (when available) any time day or night for any version of Maxprog products that you have purchased. Our policy toward updates and upgrades is simple:

 Updates are free for the version you purchase.
 We charge a small fee for upgrades to major new releases.
 There are no annual fees.
 If we release a new version within 60 days of your purchase, we will provide the new version at a reduced price to you (for free if you purchased within 15 days).
 When purchasing a product or an upgrade, you get free monthly updates until next major upgrade.
 Versions nor Technical Support never expire.

"Updates" and "Upgrades" are not the same thing. The difference between updates and upgrades is explained below.

Updates - An update is an interim release that fixes problems, improves performance, enhances usability, updates data, or adds a new feature to an existing version. Version numbers look like v5.0, v.5.1, v.5.2, v.5.2.1, etc. If your original purchase was for, say, iCash 5, then you are entitled to all the updates we release that begin with the number "5." Updates for the the various editions can be downloaded - 24/7 - from our web site at no charge, just click the Download link in the upper right corner of every page on this web site. To see a description of every update we've released so far, visit our Last News Page. In addition the latest release of, say, iCash 5 update will update all previous versions of iCash 5. That is, installing version 5.6 will update iCash versions 5.1. 5.2, 5.3, 5.4, or 5.5 - there is no need to install each update in sequence. To check if updates are available for your product, select the 'Check for updates' menu from inside the application or click the Download link at the top of this or any other Maxprog web page. Note that by default all our software check for updates at launch and will let you download the last version if it is newer than the one you are using.

Upgrades - An upgrade is a major new release of a product. When we release a major new release, we change the first number in the software version number. Moving from for example iCash 4.x to iCash 5.x would be an "upgrade." There is a fee for upgrading (moving from one major version to the next), but it is only about half the cost of a first-time purchase. To check upgrade pricing, click the Upgrade Store link. You can also upgrade from 2 or more previous versions, 3.x to 5.x or 2.x to 5.x. All you need is the old version activation key. The fee is calculated depending on the which version will be upgraded. The software will notify you automatically when a new upgrade is available. Make sure you are willing to pay before downloading and using that new version.

Versions never expire
so you are not forced to upgrade, it is your choice depending on what you are expecting from a new version and what that new version is offering to you. We keep a repository of all previous versions and last updates of our products so you can always use the very last version of the product you purchased.

If you have any questions about updates or upgrades, our support staff is available to assist you via our help desk. Return to Top

Why don't you have a phone support?

In a perfect world, calling a business for help would be quick, painless, productive, and human but it’s time to stop thinking that phone support is so essential. We know people want to pick up a phone and talk to a live human being. We all want assurance that our money is being spent on something maintained by human beings who speak our language and live in our same country. We also totally and completely understand some people’s experience with email tech support is way too techy, unreliable or frustrating and dialing an 800 number is an escape from that. But why a person would rather sit on the phone for however long it takes, maybe 45 minutes, rather than send an email and go about their life while it’s read and replied to? Besides, phone calls require you to stop what you’re doing, go to a quiet place, and concentrate. It requires waiting on the line, listening to hold music, being transferred and possibly having the call lost, all so you have to start over again. You can’t share a phone call with your colleagues, you can’t get someone else’s input or feedback.

Emails can be printed out and saved. They can be sent to someone else who can chime in on the thread. They’re a historical document you don’t have to copy down hurriedly while information is spewed out to you. They can be sent quickly, tagged, labeled, archived. You can contact with our Online Help Desk whenever you want, there’s no business hours to abide by or schedule to confer with.

We get requests every day from people who don’t think email support will cut it and demand a phone number to call us. Their worries are assuaged when they get a reply from us in less than 15 minutes that is informative, helpful and obviously written by a human being. It’s absolutely 100% possible to provide excellent customer care without a phone or phone number, and our company proves that daily.

We’re lucky that we have an Online Help Desk support system that works and is incredibly efficient considering the volume of customers we interact with daily. It works because we’re committed to making it work.