If a user contacts us to request an extension of their trial period or requests free months because they could not use our app well, what we must do is:

-Consult why they could not use the app correctly.

-Check in the admin link how many times they entered the app during their plan

-Check if there are tickets where they have reported a bug that prevents them from using the application.

Suppose after this it is concluded that the user could not use our application due to an error in the application. In that case, we can extend the plan for free, but if errors were reported and they were solved in the shortest possible time and the user act in a brusque way, in those cases, we tell them that they can subscribe to a yearly plan and we will deduct what they already paid.

So basically, our policy is to extend time if they couldn't work because of a bug.