FAQ

Ordering & Dispatch

What extra do I get with the full (paid) version?

  • It is not limited to 30 days use
  • It works with data files of up to 20,000,000 records whereas the free trial is limited to 500
  • Export and print facilities are enabled in the paid version (they are disabled in the trial except when used with the bundled examples or simulated pedigrees)
  • Access to support and updates

You can test any of the features of the full version even if you only have the free trial by opening one of several inbuilt pedigree data files (use File|Examples), or by creating a simulated pedigree (use File|Simulate Pedigree). These are not subject to the trial version record limit.

What are your return and refund policies?

We want our customers to make the best possible purchase decision. Therefore, we strongly recommend that you take advantage of the free trial software download before you decide to get the full version. We also encourage you to explore the product pages of our website to obtain comprehensive product information.

However, we also offer a 30-day money-back no-quibble guarantee on new copies of full versions of PedScope purchased either through this web site (www.tenset.co.uk) or by phone direct from us. This is not just a guarantee that PedScope does as we claim. It is just that it is only when you actually use a system 'for real' that you really know if it is the right one for you. That is why we offer a 30-day money back guarantee.

The no-quibble guarantee does not apply to upgrade orders or to purchases that have not been made directly with us (e.g. it does not apply to purchases made via the Mac App Store). For details and terms of the guarantee please click here.

Can I use PedScope on my Mac or iPad?

You can run it on your Mac. PedScope is a fully native Mac application that requires Mac OS 10.6.6 or later.

iPad: this software will not run on an iPad (or iPhone) or similar.

How can I order PedScope?

You can order directly through this web site using our secure online ordering facility. We take payments with credit/debit cards and PayPal.

Or, phone us on 01223 290291 (UK) or +44 1223 290291 (Intl) if you prefer not to use online ordering. Office hours 9am-5.30pm UK time, Mon-Fri.

What payment methods do you accept?

For all orders placed online through our web site, we accept Visa & Mastercard Credit/Debit cards, and PayPal. We do not take Amex or other charge cards - sorry!

We can also accept payment by direct bank transfer, but not using our online ordering system. Please contact the Customer Service Help Desk if you would like to order in this way.

If I order a CD, can I download the software as well?

Yes, except for customers within the EU (but not UK). When we process your order you will be sent an email that contains the information you need so you can download the software from our site and install it. This will include your product install codes. The CD will be dispatched within 24 hours of your order, but there is no need to wait for it to arrive before installing.

Please note that we process orders manually - which means that you won't receive your install codes immediately upon placing your order. The install codes are sent to you within 24 hours max. of your order, usually a lot quicker. Please bear in mind we are in the UK and generally process orders during UK business hours. Though in practice we often process orders at weekends and evenings too.

If you are a customer resident within the EU (but not in the UK), then please note that due to dumb EU laws on the VAT treatment of downloadable products, we do not supply downloadable versions to any customers in those countries: you must buy a CD from us and we will send it in the post. To understand why, click here.

What product support do I get?

You get one year of free support as part of the product price. This gives you access to support and any updates to the product that are released during the support period. When the support period expires, you can choose to buy a support+updates extension if you wish.

What are the terms and conditions for the software license for this product?

Please see this page: License.

Can I re-download the program later, without further charge? E.g. in case I lose it?

Yes. We guarantee to make available for download the current revision of all major releases of our products from 2006 onwards, even for products that become discontinued or superseded with newer products or newer major releases.

That said, we still recommend that you keep a safe backup of your downloaded software e.g. on a USB memory key, as this is a useful way to keep a safe copy for ease of reinstallation should you ever need to.

Can I install on multiple computers?

You can install it on at most two computers so long as it is for your use on both machines. For other usage scenarios you would need a site or multi-user license.

I no longer have the original CD/software. Can I still upgrade?

Yes. The installer is a full installation and does not require the previous version to be already installed.

I want to get the full version as soon as possible. How long does order processing take?

After you have placed your order (through this web site) we will contact you by email with installation instructions, including any install code(s) that you need for the full version of the product.

We process orders manually, and during UK business hours. Note this can be up to 24 hours after placing your order, though usually it is much quicker, a few hours at most.

Do you accept orders by mail/telephone?

To place your order by phone you can call us on 01223 290291 (UK) or +44 1223 290291 (Intl). Our office hours are 9am-5.30pm UK time, Mon-Fri. We do not accept mail/fax orders.

If you have specific requirements, or need further information that you can't find on this site, you can also contact the Customer Service Help Desk.

Do you offer an academic discount?

Yes. We offer a 35% discount for all orders from academic insitutions (colleges, universities, and schools).

Do you offer discounts for bulk e.g. group purchases?

Yes, we do offer bulk purchase discounts, as follows:

  • 2 copies: 20% of 2nd copy
  • 3 copies: 20% off order value
  • 5-9 copies 30% off order value
  • 10+ copies: 35% off order value

To place a bulk order, please contact the Customer Service Help Desk to arrange payment. Our online ordering system does not, at this time, have a facility for placing a bulk order.

The bulk order discount may not be used in conjunction with any other discount.

If I buy PedScope for Mac, can I also use the Windows version without paying again?

No. The Mac and Windows versions of PedScope are sold as separate products. Sorry!

If I buy PedScope for Windows, can I also use the Mac version without paying again?

No. The Mac and Windows versions of PedScope are sold as separate products. Sorry!

Can I contact you through normal email for product support and/or information?

Regrettably, no. The way to get in touch is to contact the Customer Service Help Desk online.

In the past we did provide product support through email but, due to forever escalating amounts of spam, we discontinued this. When you receive emails from us (e.g., containing product install codes), these are sent from email accounts that are not monitored. Please don't reply to such emails, because you will not receive a reply. To contact us you should always do so through our online Customer Service facility.

I paid using a PayPal e-Cheque. Why is my product taking so long to be dispatched?

PayPal 'eCheques' take several days for Paypal to clear. We will process your order once it has cleared.

It's been over 24 hours since I placed my order, where are my install codes?

We aim to process all orders within 24 hours of order placement, and in most cases it is much quicker than this.

The install codes are sent by email. Please check that the product codes email has not mistakenly been treated as spam by your email system - check your spam folder! In our experience this is the likeliest reason why you may appear to have not received the install codes. We recommend that you add any email address ending with '@tenset.co.uk' to your 'safe senders' or 'whitelist' in your email program.

I did not receive a CD, should I have done?

Our standard prices do not include a CD. I.e. the prices are for download-only.

Many of our products are, however, also available on CD and you can choose this for a small additional fee when placing your order.

CD's are dispatched using standard mail/airmail and normally take up to 10 working days to arrive for most destinations.

If you did not receive a CD, please check first that you did in fact order one! If you did order one and it has not yet arrived, please contact the Customer Service Help Desk.

Downloading & Installation

How do I uninstall PedScope?

Windows: Open Control Panel and select 'Uninstall a Program' or 'Add/Remove Software'.
Mac: Just drag PedScope to the trash can.

Can I backup the software e.g. so I can reinstall later?

Yes. Just save a copy of the installer file as downloaded from thie web site, e.g. to a USB key. You can then reinstall later from the same download. You can also use this method if you need to install to a computer that's not connected online.

Why won't it accept my registration code?

There are two possible reasons for this.

The first is that you are trying to install a release of the product to which you are not entitled, because your support/updates period has ended. The registration window will tell you the release date of the product, and you need to ensure that your registration code is valid until that date. If it is has expired, then you will need to purchase a support/update extension in order to install.

The only other reason that PedScope might not accept you registration code is if you have entered it incorrectly. Please check it very carefully! Also please be aware that the registration code is linked to your registration name. You must enter the same registration name as was issued to you along with the registration code.

I lost or damaged my product CD and need to reinstall. How can I get a new one?

We can send you a new one, for the same amount that we charge to add a CD to any product order. This is available at any time, including after your period for support/updates has expired. If you are still entitled to support/updates, this is a way to get the current version on CD. But if your support/updates period has expired, we will send you the latest version to which you were entitled at the point when your support/updates period ended. To order a replacement CD, click here.

Using PedScope

How do I customize PedScope?

Customizations that are not specific to the current pedigree data file - display preferences etc. - are controlled using the Preferences window - select Preferences from the File menu (Mac: use the 'PedScope' application menu).

Customization specific to the pedigree data - such as the user defined fields - are controlled using the Document Settings window - select File|Document Settings.

See Customization.

How can I interactively enter data?

You can't - sorry! This software is purely intended as a standalone program for analyzing a pedigree data set which you import from a text or CSV file. It cannot be used to enter data e.g. onto a database.

Typical usage of this software is for analyzing a data set stored using a separate database or software, from which you export the data into CSV/text format for import into this software.

If you would like to use this software in conjunction with other sources of data please contact us.

Miscellaneous

Do you have a telephone contact?

We prefer online communication as the main way to get in touch with us (contact the Customer Service Help Desk).

However if you would like to speak to a representative, call us on 01223 290291 (UK) or +44 1223 290291 (Intl). Our office hours are 9am-5.30pm UK time, Mon-Fri.

Is there a printed manual?

No. But there is a PDF version of the User Guide that's installed as part of the program - access it through the Help menu within PedScope.

Do you have a foreign language version of PedScope, in French/Spanish/etc.?

Not currently. Our program is in English.

However if there is sufficient demand we may produce foreign language versions of this product.


PedScope is a product of Tenset Technologies Ltd, © 2011-14 All Rights Reserved. v2.4.01, June 2014
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