Support Policy

Support Refund Policy

This Support Policy describes how we provide our support service to you after your purchase.

We only cover support for products that you purchased on CodeBuy. Your first step at getting technical support is to check our FAQ. Please, make sure that you’ve studied the product documentation and referred to the FAQ before submitting a support ticket.

Support is offered through Support Tickets opened from our website (in main menu Support > Create ticket). We are very fast in providing answers, but we are not immediate. Every support request will be added to the support queue, and will be processed as soon as our team members are available. We provide technical support ONLY through our ticket system on the website, NOT by email, chat, website comments or any other social media. Support ticket is the only way to access the technical support.

Support requests are being processed on business days from 9:00 to 18:00 (GMT +3) in the order they were received. Please note that most of them are handled within 24h – 48h, but sometimes (in very rear and complicated cases) you will have to wait 3-5 business days for our response. Of course, we always want to provide our support to you as quickly as possible. However, we understand that, to achieve that goal, we also need to balance our work and life.

Please note that in some cases to solve a technical problem you must provide us your website and FTP access. We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your admin password and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.

What our support service covers:
General usage advice.
Solving licensing problems.

What our support service DOES NOT cover:
Answering technical questions about products.
Product installation/configuration.
Product modifications and customization.
Demo data installation.
Custom programming or any other freelancing work.
Fixing issues related to compatibility between different themes and plugins.
Fixing issues related to compatibility with different versions of WordPress.
Update or migration assistance.
Fixing developer bugs issues.
Server configuration or fixing complex individual server-side issues.
Update, migration or repair service.
WordPress general support not related to products.
Any other things that are not related to products.

Refund Policy

We consider a refund within 30 days of purchase on a case-by-case basis and do not offer unconditional refunds. Due to the increasing of frauds in the industry (purchasing a product and then requesting a refund to get the product for free), we only grant a refunds in certain specific cases.

The products we provide are digital downloads, and we cannot limit their usage after downloading. Therefore, a refund will only be considered within 30 days after the purchase date.

However, you must first contact our technical support. We always try our best to solve such issues for our customers and we will surely issue a refund if we can not help the customer to solve them.

The refund WILL be granted if:

The product was completely unusable or the product has license restrictions that make the product unusable and our support team could not help you
You have contacted the support service, but have not received support in accordance with the Support Policy

The refund will NOT be granted if:

You have not contacted our support team on the website and just ask for a refund after purchase
You have not provided sufficient proof that the product does not work and refuse to cooperate with our support team
You made a mistake and downloaded not what you needed or you simply change your mind
You no longer need the product after you’ve downloaded it for example because you bought the product by mistake or you bought the official version from the developer
You do not have sufficient expertise to use the product. You have not carefully read the documentation from the developer and can not install or configure the downloaded product correctly
Product is not compatible with your web server or other environment
The product did not meet your expectations. You should review the selling page and ask questions to clear any confusion before purchase
The product displays a message that you need to enter your license key or activate it to receive automatic updates, and there are no any other license restrictions
You broke your site during product installation or lost data
You do not plan to use the service in the future and/or you want to convert points balance into money
It has been 30 days of refund period after purchase