Themeshape Support Policy

At Themeshape, we prioritize customer satisfaction by ensuring our users receive timely and effective support. Below is a detailed overview of our support policy to clarify what you can expect from us.

Support Eligibility

We offer support exclusively to valid premium users who meet the following criteria:

1. Valid Purchase: Products must be purchased directly from our official website, Themeshape.com.
2. Verification: You must contact us using the email address used during the purchase.

We do not provide support if:

• The product is purchased from unauthorized sources.
• You can contact us using an email address different from the one used for the purchase.

Important Note:
Unauthorized sources may distribute unlicensed or compromised versions of our products that could harm your website. These versions may contain malware, viruses, or malicious code, posing significant security risks. We are not liable for any damages caused by such unauthorized products.

Support Response & Resolution Time

Our response time depends on ticket volume, but we aim to:

• Respond to tickets within 24-48 hours during normal periods.
• During peak times, responses may take longer.

Resolution times depend on the complexity of the issue. We strive to address all issues promptly, but an exact timeframe cannot always be guaranteed.

Priority Support Option:
Consider our premium Priority Support service, Themeshape Pro Care for faster responses and quicker resolutions.

What Our Support Covers

We provide support for the following:

1. Product Assistance: Guidance on installation, configuration, and usage.
2. Bug Fixes: Promptly address and resolve any identified bugs in our products.
3. Supported Versions: Assistance is available for the latest version of our products and the two preceding versions.

What Our Support Does Not Cover

To ensure transparency, here are the areas not covered by our support:

1. Assistance for null (pirated) plugins or products.
2. Customization requests for CSS, JavaScript, PHP, or MySQL code.
3. General WordPress or WooCommerce support (refer to their official forums).
4. Troubleshooting compatibility issues with third-party themes or plugins.
5. Site migration-related issues.
6. SEO consulting or advice.
7. Mature/Adult Content:
   • While you can use our products on such websites, we do not provide support for websites with NSFW or explicit adult content.
8. Harmful, illegal, or unethical content, including but not limited to:
   • Promoting tobacco, illegal drugs, excessive alcohol, or black magic.
   • Sites featuring realistic portrayals of violence, abuse, or explicit sexual content.

Customization Requests

We do not provide support for product modifications or customizations. For core customizations, you may:

• Hire a developer.
• Use our premium Custom Development Service through Themeshape for paid solutions.

Why Customization is Not Supported:
Customization takes significant time and effort, potentially delaying support for users with valid technical issues. This policy ensures fairness and efficiency for all users.

Product Support Channels

We provide support through the following channels:

1. Pre-Sales Queries: Live Chat on our website.
2. Technical Support: Helpdesk.

We do not provide support via social media (Facebook, Twitter, WhatsApp) or phone. Our social communities are for user-to-user discussions only.

Site Credentials & Debugging

For thorough troubleshooting, we may request temporary access to your staging site. If this is necessary:

• Always create a backup of your site before sharing credentials.
• Share credentials securely, following instructions from our technical team.

By sharing credentials, you:

• Grant us consent to perform checks or modifications to resolve the issue.
• Understand that debugging on live sites may cause temporary disruptions. We recommend staging environments for such processes.

Confidentiality:
All information shared via our Helpdesk is handled with strict confidentiality. Only you and our support team will have access.

Additional Resources

• Refund Policy
• Terms of Service

For any support-related queries, visit our Helpdesk. We’re here to help!