THEMECOMPLETE LTD Support Policy
We’re committed to helping you get the most value from our products. This Support Policy explains what support includes,
where to get help, and what information we may need to assist you efficiently.
1. Getting Help
All product support is provided through our official support portal:
https://themecomplete.support/.
Using the support portal ensures your request is properly tracked and handled efficiently. This applies to all customers,
regardless of whether the product was purchased via Envato or directly from us through Freemius.
Support is unified across all purchase sources. However, your purchase method (Envato or Freemius) may affect account access,
licensing, and billing-related questions.
While we primarily handle support through our support portal, we may not be able to guarantee response times for requests
submitted through other channels such as social media or email.
2. Before Contacting Support
Before opening a support ticket, we recommend:
- Reading the product documentation included with your download
- Reviewing installation and usage instructions
- Searching the support portal for similar questions
Many common questions are already covered in our documentation and existing support discussions.
3. What Support Includes
Our support covers issues directly related to our products, including:
- Product installation and setup
- Configuration and usage guidance
- Troubleshooting and bug fixing
- Issues where the product does not function as documented
Our goal is to ensure our products function as intended and that you can successfully use their core features.
4. What Support Does Not Include
Support does not cover:
- General WordPress or WooCommerce training
- Custom feature development or product modifications
- Custom CSS or JavaScript changes
- Third-party plugin or theme issues
- Server, hosting, or environment-specific problems
- Custom integrations not explicitly included in the product documentation
5. Customizations & Third-Party Tools
Support is limited to the product as delivered. Customization work, feature extensions, and third-party integrations
are outside the scope of standard support unless explicitly stated in the product documentation.
If you require custom development, we recommend working with a qualified WordPress or WooCommerce developer.
6. Access for Troubleshooting
In some cases, resolving an issue may require temporary access to your website, such as:
- WordPress administrator access
- FTP or hosting access
When providing access, we recommend creating temporary credentials and revoking or updating them once the issue has been resolved.
You are responsible for managing and securing your credentials. While we take care in handling any access provided to us,
we cannot be held responsible for issues arising from credential sharing.
7. Support Hours
We are typically available between 09:00 – 22:00 (GMT+3). Response times may vary depending on workload,
weekends, and holidays.
We always aim to respond as quickly as possible and appreciate your patience during busy periods.
8. Policy Updates
We may update this Support Policy from time to time. Significant changes will be communicated via our website or support portal.
Continued use of our products after updates take effect indicates acceptance of the revised policy.
Thank you for choosing THEMECOMPLETE LTD. We’re here to help you get the best results from our products.