This Support Policy describes how our paid products are maintained and supported through this website (“Site”), which is owned and operated by Codeberry (also referred to as “we”, “us” or “our”). By contacting us, you (or the “Licensee”) acknowledge that you have read and understood, and agree to accept the practices described in this Support Policy. We will not be able to respond to any queries you may have if you do not comply with our terms.
Please read this Support Policy carefully and completely prior to contacting us. It includes important information about your responsibilities, and covers areas such as support scope, support procedures, and warranty disclaimers.
The following capitalized terms shall have the following meanings. Capitalized terms used and not otherwise defined in this Support Policy have the meanings ascribed to them in the License Agreement or, if not defined therein, in the Terms and Conditions.
“End Product” refers to a customized implementation of the Product which requires time, effort, and skill to produce, and must be significantly different from the Product as it was originally provided or made available to the Licensee.
“Licensee” refers to the individual or entity that acquires, downloads, installs, or accesses the Product from this Site or an external marketplace. For clarification, “Licensee” refers only to a single, specifically identified legal entity or individual, and does not include any subsidiary or affiliate of any such legal entity or individual or any other related person.
“Product” refers to all copies of source files and other supplemental materials that are licensed under the License Agreement and may be downloaded from this Site or an external marketplace. For clarification, “Product” includes, without limitation, any error corrections, updates and upgrades to, and new versions of, the Product that Codeberry provides or makes available to the Licensee.
“Supported Browser” means, subject to an express statement to the contrary, the most recent stable version of Chrome, Edge, Firefox, or Safari.
To receive support as described in this Support Policy, the Product must be purchased by the Licensee and properly licensed under the License Agreement. Support is only provided for technical issues that are demonstrable in the currently supported release of the Product, running on a Supported Browser. It does not include training or customizations.
In order to keep valuable information organized, please contact us to report technical issues. We will not respond to any support inquiries left in the comment sections of an external marketplace or social media.
In the course of providing support, we may determine that an issue is beyond the scope of this Support Policy. We reserve the right, at our sole discretion, to refuse, suspend, or terminate your access to support for any reason, including but not limited to your breach of this Support Policy and the License Agreement.
To help you find answers on your own, we provide access to a library of information about the Product (the “Knowledge Base”). It covers the installation of the Product and provides solutions to common problems. We encourage you to refer to the Knowledge Base if you are experiencing any difficulties before contacting us.
Updates and Bug Fixes
We provide maintenance through updates that will be supplied individually. While we attempt to provide fixes for serious issues, there may be cases where it is impractical or impossible to generate a fix due to compatibility issues or the introduction of unwanted side effects.
We are under no obligation to develop any future functionality. Any updates will be delivered to you or made available to you for download. You are solely responsible for downloading, copying, and installing the updates.
Privacy and Use of Information
The personal information you provide when submitting an inquiry is used only to complete your request for support. We do not share this information with unaffiliated third parties. We will not use your email address to contact you for marketing purposes unless you agree otherwise.
When submitting an inquiry, you will be required to provide information, such as your name and email address, that identifies you as a verified Licensee. Failure to provide this information might preclude us from taking action on your issue.
Support Hours and Language
Support is available only in English. Support hours for questions are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern Standard Time. We will respond to you as soon as possible during our business hours. We are closed on weekends and U.S. holidays.
Before You Contact Us
Before contacting us, please try one or more of the following:
- Install any updates.
- Use a Supported Browser.
- Refer to the Knowledge Base for troubleshooting advice.
When You Contact Us
Upon contacting us, you will be required to engage in a diagnosis session to help determine the cause of your issue. If we determine that your issue is the result of a defect in our workmanship, we will resolve the identified bugs or defects.
Due to the nature of web development and operating environments, we cannot guarantee the time that it will take to resolve an issue. In addition, our response times may be affected if you fail or refuse to provide requested information. We make our best effort to resolve issues as expeditiously as possible.
If we determine that the issue is not covered under this Support Policy, we can only provide very limited guidance. You would then need to hire an external developer if you do not have the skills to implement it yourself.
We will fix bugs, defects, and anomalies (style, rendering, and functionality issues); however, these fixes only apply to the unmodified Product. Please note that adding custom code to the Product is an advanced modification that falls outside of the scope of this Support Policy.
Subject to the terms of this Support Policy, we will provide support for the following types of issues:
- Respond to problems with the Product that functions differently than advertised.
- Provide updates to resolve bugs or defects related to the unmodified Product.
Issues Not Covered
Except as otherwise expressly provided in this Support Policy, we will not assist you with the following types of issues:
- Install and customize the Product.
- Provide technical fixes for bugs or issues related to an End Product.
- Convert or adapt the Product into a theme for other platforms such as Blogger, Drupal, Ghost, Joomla, Magento, Tumblr, and WordPress.
- Resolve individual server issues, configuration, PHP upgrades, or hosting problems.
- Ensure compatibility of the Product with any web browser not listed as a Supported Browser.
There is a fine line between legitimate issues and customization requests. Customization requests involve personal preferences with the Product and require customizing the Product beyond its intended functionality. All customization requests are beyond the scope of this Support Policy.
Any support will be provided in our sole discretion without any guarantee or warranty of any kind. It is solely your responsibility to complete a backup of all your existing data before receiving any support. In no event shall we be liable for personal injury, or any incidental, special, indirect or consequential damages whatsoever, including, without limitation, damages for loss of profits, corruption or loss of data, failure to transmit or receive any data or information, business interruption or any other commercial damages or losses, arising out of or related to your use or inability to use the Product.
We cannot guarantee the authenticity and reliability of a Product you obtain through unauthorized or illegal channels. The use of an unlicensed Product may pose an increased security risk and will not be covered by us.
A Product that you did not acquire lawfully or that you acquired in violation of or in a manner inconsistent with the Product License will be deemed as a material breach of the Product License. In the event of a breach, we shall have the right, in our sole discretion, to terminate your access to support. You will no longer be entitled to download, receive, or apply updates. We shall have no liability to you or any third party should we modify or discontinue any service or an aspect thereof.
We will not tolerate abuse in any form. Rude, abusive, or aggressive behavior includes targeted abuse of a personal or general nature, mistreatment, harassment, threats or blackmail, and offensive or inflammatory language. You agree to accept that we may, at our sole discretion and without prior notice, terminate your access to support and/or block your future access to this Site if we determine that you have repeatedly or egregiously violated our policy on abusive behavior.
We reserve the right, at our sole discretion, to modify the terms of this Support Policy from time to time without prior notice. Your continued use of the Product following the posting of any changes to these terms will mean you agree to accept those changes.