1. General
Binding agreement: The following terms and conditions are the rules by which you agree to be bound when registering on our support site.
Amendments: You understand and agree that these terms and conditions can change without notice.
2. Providing Support
As a ThemeForest member you are already aware that Sellers (Authors) are not required to provide support for their items.
However it is important to us to make sure that every Client of ours is satisfied with our products. Therefore we have a dedicated Support Team helping you to solve any themes-related issues in timely and efficient manner
3. Where Can You Get a Support
We are providing themes-related support only via our online Support Site.
Notice that requests received via ThemeForest comments or messages, email, Twitter or Facebook will take much longer time to process or can be not addressed at all!
Tips:
- Please, make sure that you’ve studied the theme documentation and searched existing topics before creating a new topic.
- We recommend you to provide your site URL and WordPress/FTP accesses when submitting a technical support ticket. This makes it easier for us to understand and resolve your problems.
- We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your WP-admin and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.
4. Support Hours
Support requests are being processed on business days from 9:00 to 18:00 (GMT 0.0) in the order they were received. Please note that most of them are handled within 24h, but sometimes you will have to wait 3-4 business days for our response.
5. Extent of Our Support
We only cover support for our themes (unique functions and features beyond WordPress ones), and cannot provide general support on WordPress or third-party plugins.
We understand that there is a fine line between what is considered to be support and customization.
Though we will try to help you with any type of requests (including customization that requires only a couple lines of code changing), you must understand that we cannot provide extensive help in terms of modifications.
Moreover, technical support will always take priority over modification/customization requests.
6. What We Can’t Help You With
- 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;
7. Support Abuse
We have always provided efficient and FREE Customer Support. But it is clear that some people abuse this service. Please remember, we are not obliged to do it! Put time and thought into what you would like to inquire and do not ask every question that comes to mind without trying to find the answer.
Please do not request for complex customization. You can consider hiring a freelancer instead.
Remember, we do our best to help! So, please, do not offense or threaten our staff if we are not able to provide modifications you are requesting.
Such actions will lead to immediate and permanent ban of your account in our help-desk. In some cases, we will be forced to take legal actions and expose your personal information collected during processing of support requests like (including but not limited) name, email and IP address, ThemeForest username and Purchase code, etc. to third-party organizations or individuals in order to protect our copyrights, intellectual property, safety, dignity, good name, and business reputation (for details refer to section “Privacy Policy” below).
8. Disclaimer
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.
Refer to Envato Membership Terms and Conditions for more details: http://themeforest.net/legal/membership
9. Refund
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 and this claim must be made to Envato Support: http://themeforest.net/support
Please note that Envato will verify the validity of the claim before a refund is approved.
Refer to Envato Membership Terms and Conditions for more details: http://themeforest.net/legal/membership
10. Privacy Policy
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. We can use your site URL for showcasing on our site or on the product page or comments(if you have seen it showcased we will remove it if you don't want it there). We can expose it to third-party organizations or individuals to protect our copyrights, intellectual property, safety, dignity, good name.
