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Terms & Conditions of the support center

Providing us your login detials
Please note that we are not responsible for the security of any information passed on this support area - when passing through admin login details please ensure your ticket is PRIVATE.

Why do we choose to provide support?

While supporting items is not a requirement of the ThemeForest authors, our policy is to provide the best support we can.

What should you do before you opening a new ticket?
Before asking questions, please make sure that you have fully read the included theme documentation file, which comes packaged with your download. The documentation covers installation, usage.

You may also use the search feature on our knowledge-base to check if your question has previously been asked, in order for you to add your input, or hopefully it’s already been answered and you’ll have an instant resolution.

What do we support?
Support covers getting setup, using features and general bugs/issues with our themes. If you require helps that are not within this scope, we’ll advise you to hire a freelancer. We simply don’t have the time to do so!

Customization's and 3rd Party Plugins
Support does not cover customization's and 3rd party plugins. All customization's are done at the user’s own ability. Unfortunately we cannot support these as we simply don’t have the time. If you’re stuck, we recommend you hire a freelancer.

What’s our support response time?
We do the best to respond to all posts within 24 - 48 hours in working days, but in most cases we usually manage to reply less than 5-6 hours. We work on the oldest topic first, so adding a new ticket or comment will take you to the back of the queue. We do also try our best to reply on weekends if we have time. Please be patient, we appreciate it!

Support for items includes:
* Responding to questions or problems regarding the item and its features
* Fixing bugs and reported issues
* Providing updates to ensure compatibility with new software versions

Item support does not include:
* Customization and installation services
* Support for third party software and plug-ins
* Questions which are available in Knowledge-base section
* Third party plugins support
* Fixing bugs you have created or changing core fields