1. Who we will do support.
- We help and support who has bought our products.
- We answer any pre-buy-questions who has bought or had not bought our products.
2. What we will do support.
- We help customers solve problems / issues (functionality) that we advertise and not working in the customer's side
- We help customers do importing sample datas (exactly with our preview)
- We help customers update all plugins (what included in our themes) to newest version
- We help customers start using the basic steps of our products
- We help customers update our products to newest version
3. What we will not do support.
- We do not help customers customization coding/design
- We do not help customers install any external plugin
- We do not and will not help customers who send so much requests in short time as a spam method
- WordPress general support/howto’s (please, use wordpress.org forums for that);
- new features implementation and extending themes functionality;
- themes modifications and customization;
- complex individual server-side issues;
- third-party plugins and any other things that are not related to our products directly;
- web-sites with “adults only” content;
- web-sites with any information, which undermines human dignity.
4. Support Time
- Support requests are being processed on business days from 8:00 to 18:00 / Monday -> Saturday ( GMT +7 )
5. Where Can You Get a Support
- You can use method sending email for emergencies: firstname.lastname@example.org
- The method Live-Support, chat and work with us via skype is only for paid-services
- Please do not forget that all our products and services are provided “as is” without warranties of any kind, including but not limited to implied warranties of merchantability and fitness for a particular purpose.
- Refund claims can be satisfied only if the Product is not as described, or is broken or is corrupt. The deadline for a Buyer making any refund claim is 30 calendar days after purchase.
8. Images used in our themes
- We DO NOT sale and DO NOT include stock photos in our themes package download.
- We deliver .xml to import, and you are solely responsible for the use of the photos.
- We have absolutely no responsibility for the copyright of the images.
- We store your personal information like (including but not limited) your name, email and IP address, ThemeForest username and Purchase code etc. collected during processing of support requests safely and confidentially. And the only reasons we can expose it to third-party organizations or individuals are protecting our copyrights, intellectual property, safety, dignity, good name and business reputation. We have the right to immediately terminate any account that is involved in any suspicious activity.