At Theme Junction, we are committed to providing reliable and professional support for our customers. This Support Policy explains the scope of our support services, support eligibility, response times, and limitations.
By purchasing our products or requesting support, you agree to the terms outlined in this policy.
1. Support Channels
We provide support through the following channels:
- Support Ticket System
- Email Support
- Contact Form
To help us resolve issues efficiently, please provide:
- Product name
- Purchase details
- Website URL
- Screenshots or screen recordings
- Detailed description of the issue
For technical issues, we may request temporary administrative or FTP access to investigate the problem. Any access information provided will be treated confidentially and used solely for support purposes.
2. Support Hours
Our support team is available during the following business hours:
Saturday – Thursday
9:00 AM – 6:00 PM (UTC)
Support requests submitted during weekends or public holidays may experience delayed responses.
Our typical response time is within 1 business day, although response times may vary during high-volume periods.
3. Support Eligibility
Support is available to customers with an active and valid license.
Support coverage depends on the license purchased and remains active throughout the support period included with your plan.
4. What Our Support Includes
Product Installation
- WordPress theme installation
- HTML template setup guidance
- Importing demo content
- Initial configuration assistance
Product Configuration
- Theme settings and customization options
- Recommended plugin setup
- Layout configuration guidance
- Product feature explanations
Bug Fixes
We provide support for:
- Broken functionality
- Product defects
- Issues preventing advertised features from working correctly
- Compatibility issues caused by our own product updates
Product Usage Assistance
- Guidance on built-in features
- Documentation clarification
- Basic troubleshooting assistance
Our goal is to ensure that products function as described in the product documentation and live demos.
5. What Our Support Does Not Include
Custom Development
- Custom feature development
- New functionality requests
- Advanced code modifications
- Custom integrations
Design Customization
- Layout redesigns
- Custom page designs
- Custom CSS development
- UI/UX modifications beyond built-in options
Third-Party Products
We do not provide support for issues related to:
- Third-party plugins
- External software
- Hosting providers
- Third-party themes
- External APIs or services
While we may provide general guidance, customers should contact the relevant third-party provider for direct support.
6. Server and Hosting Issues
Our products require a hosting environment that meets modern WordPress and web development standards.
Support does not include:
- Server configuration
- PHP configuration
- DNS management
- Email server issues
- SSL installation
- Hosting-related troubleshooting
Customers are responsible for ensuring their hosting environment meets the minimum requirements for our products.
7. Browser Compatibility
Our products are tested on current versions of major modern browsers, including:
- Google Chrome
- Mozilla Firefox
- Safari
- Microsoft Edge
We do not guarantee support for outdated browsers or unsupported browser versions.
8. Support License Terms
Single Site License
Includes support and updates for one website during the active support period.
Multi-Site License
Includes support and updates for the number of websites specified in the purchased plan.
Unlimited License
Includes support and updates for unlimited websites owned or managed by the license holder.
Lifetime License
Lifetime licenses include ongoing support and updates for the lifetime of the product.
“Lifetime” refers to the lifetime of the product, not the lifetime of the purchaser.
9. Before Submitting a Support Request
Before contacting support, we recommend:
- Reviewing the product documentation
- Checking the FAQ section
- Updating WordPress to the latest stable version
- Updating plugins and themes
- Testing for plugin conflicts
- Reviewing available troubleshooting guides
Many common issues can be resolved through these steps.
10. Abuse of Support Services
We reserve the right to limit, suspend, or refuse support if:
- Abusive or offensive language is used
- False information is provided
- Unauthorized redistribution of products is detected
- License violations occur
- Excessive support requests fall outside the scope of support
11. Product Updates
We regularly release updates to improve:
- Security
- Performance
- Compatibility
- Features
- Bug fixes
Customers with an active license receive access to updates according to their purchased plan.
12. Policy Changes
Theme Junction reserves the right to modify this Support Policy at any time.
Any updates will be published on this page with a revised effective date.
Continued use of our products and services after updates constitutes acceptance of the revised policy.
13. Contact Us
If you have any questions regarding our Support Policy, please contact us:
We appreciate your trust in Theme Junction and are committed to helping you build successful websites with our products.