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Support Policy

As a valued customer of RexTheme, it’s important for you to understand the extent of support available to you. To provide clarity, here’s an overview of our support policy tailored for RexTheme’s products.

Support Eligibility:

Our support services are exclusively available to users who have purchased premium licenses from our official website, RexTheme.com. To qualify for premium support, please ensure that you:

  1. Purchase our plugins directly from the RexTheme website.
  2. Contact us using the email address associated with your purchase.

Please note that support isn’t extended for plugins purchased elsewhere or inquiries from alternate email addresses.

It’s vital to recognize that we cannot be held responsible for any damages incurred on your site due to the use of unlicensed versions of our plugins sourced from unauthorized vendors. Such versions may contain harmful elements like viruses, malware, or malicious code, posing significant security risks to your site.

Support Response & Resolution Time:

While we strive to address every inquiry promptly, our response time may vary depending on the volume of tickets received. Typically, we aim to acknowledge each ticket within 24 hours. Resolution time depends on the issue’s complexity, with priority given on a first-come, first-served basis.

Scope of Support:

Basic Support:

Our support encompasses assistance with the following aspects for products purchased directly from RexTheme.com:

  • Installation and configuration guidance
  • Usage instructions and best practices
  • Identification and rectification of bugs and issues

Bug Fixing:

We are committed to promptly addressing and resolving any bugs identified in our products. Should you encounter a bug, please notify us by creating a support ticket.

Exclusion from Support:

To foster transparency and manage expectations effectively, we’ve outlined areas that fall outside the scope of our support:

  • Assistance for users of null (pirated) plugins
  • Instruction in CSS, Javascript, PHP, MySQL, or guidance on custom code customization
  • SEO Consulting
  • General WordPress or WooCommerce support
  • Aid with site migration-related issues
  • Troubleshooting compatibility problems with third-party themes/plugins
  • Assistance with content promoting harmful practices or prohibited content categories

Customization:

While we provide support for our products as developed and published, customization services are not included.

Mature/Adult Content or NSFW:

While our products can be used on mature sites, support for mature or NSFW content isn’t provided.

Support Channels:

Pre-sales queries or technical support via email at [email protected].

** When sharing site credentials for support purposes, please ensure to maintain a backup of your entire site. By providing site credentials, you grant us consent to inspect and modify as necessary to diagnose issues. While we maintain strict confidentiality, we advise against sharing credentials with third parties to safeguard your personal information.

We appreciate your cooperation and understanding of our support policies. Should you require further assistance, our dedicated support team is here to help.