Contact
Contact
Questions before you subscribe, problems after, billing or refunds — it all reaches the same small team, and a person answers within one business day.
A person reads everything sent to this page
There is no ticketing system here, no chatbot and no marketing funnel. Messages land in the support inbox and are answered by the people who write the software. If a product will not do what you need, we will tell you that instead of selling it to you.
Every message gets a written reply within one business day, Monday to Friday. Support is in English.
Before you subscribe
Ask us anything you would want to know before paying: whether a product runs on your setup, what exactly is included, how the licence works across your own machines, or what happens to your data. If it helps, tell us what you are doing today — the spreadsheet, the broker screen, the manual routine — and we will tell you whether we have anything that replaces it.
If you are already a customer
Include the email address you subscribed with and the name of the product, and — if something is broken — what you did just before it broke. Screenshots help more than descriptions. For anything that touches your subscription itself, the fastest route is:
- Download link lost: write to us and we will re-send it the same working day.
- Cancel a subscription: use the customer portal link in your purchase email — it takes effect immediately and stops the next renewal.
- Invoice or billing question: our payment provider is the merchant of record and issues the invoice; send us the order reference and we will sort it out with them.
- Refund: if a product does not do what its page says it does, tell us within 14 days. The full terms are on the Terms page.
We do not add anyone to a mailing list from this form, and we do not use what you write here for anything other than answering you.
Sales & support
Questions before you subscribe, problems afterwards, lost download links, billing and refunds. One address for all of it, answered by a person.
The products
Prices, system requirements, screenshots and what each subscription includes are all on the storefront — no form needed to see them.
Write to us
Send a message and get a real answer
Everything submitted here lands in the support inbox and is answered by a person within one business day. If you are already a customer, include the email address you subscribed with so we can find your order.
How we answer
Messages land with the people who wrote the software, not with a sales desk. You get a written reply, and if the answer is “our product will not do that”, that is what you get.
- Support email contact@basilbase.com
- Response time Every message gets a written answer within one business day.
- Billing and invoices Our payment provider acts as merchant of record and issues your invoice. Send us the order reference and we will resolve anything billing-related with them.
- What you get back A straight answer in writing — whether the product does what you need, what it costs, and what happens if it turns out not to fit.
Before you write
Things people usually ask by email
If your question is here, you have your answer immediately. If it is not, the inbox is open.
Everything is delivered electronically. Straight after payment you get an email with the download link and, where the product uses one, your licence details. Nothing is shipped and nothing waits for manual approval. If it has not reached you within two business days, email us and we will resend it.
Yes — every update we release for a product is included for as long as your subscription is active, at no extra cost. When an update matters (a new feature, a platform change you need to know about) we email subscribers rather than making you check.
Where a product has a live demo, the link is on its page. For the rest, ask us — describe what you are trying to do and we will tell you honestly whether the product solves it. We would rather talk you out of a subscription than process a refund two weeks later.
Each product is licensed to you rather than sold outright. Unless its page says otherwise, a subscription covers one user or one website. You may use it for commercial work — including sites you build for other people, or your own business — but you may not resell it, redistribute it or share the licence with people outside your organisation.
Anything the software produced is yours and stays yours — your data lives on your own machine and we never had a copy of it. When a subscription ends you stop receiving updates and support; nothing of yours is deleted, held back or locked.
Within one business day, from a person rather than an autoresponder. The support address is in the footer of every page and on every product. If a question needs a code change to answer properly, we say so and give you a realistic date instead of a holding reply.