Support Policy - Impressive Themes


This support policy details the level of customer support you can expect to receive from Impressive Themes, including full details of how we provide customer support, what our support service covers, and what is not covered by our support service.

If you have any questions regarding the content of this policy, please contact our support team.

We reserve the right to amend this support policy at any time. Any changes will be published here on our website, and existing customers will be notified of any changes via email. This current version of our support policy came into effect on 6 July 2015.

 

Support channels


Impressive Themes only provide customer support via the Customer Support Centre on our website accessible at http://www.impressivethemes.net/support. We do not provide customer support via any other channels, including but not limited to telephone, email and social media.

To request support from our customer support team, please create a support ticket to contact us. Before contacting us, please make sure that you have thoroughly read and understood this policy, with particular regard to what our support service does and does not cover.

 

Access to support services and updates


All of our themes include one year of customer support and updates. At the end of the year you will have the opportunity to purchase an additional year of support and updates.

If you choose not to purchase an additional year of support and updates, you will still be able to continue using the current version of your theme, however you will no longer be eligible to receive customer support or product updates.

 

What our support service covers


We only provide support for products purchased via our website at http://www.impressivethemes.net. Our support team can provide assistance with the installation, configuration and use of our products.

 

What our support service doesn’t cover


We are unable to provide support for 3rd party products or services, general WHMCS support (please visit the WHMCS website for general WHMCS support), or support with customising or modifying our products (beyond any customisations or options described in the theme documentation).

 

Customising our products


All of our code is fully open, unencrypted and editable, meaning that should for any reason our products provided as are do not suit your exact requirements, you are free to customise the code as necessary. Whilst you are perfectly welcome to do this, please note that our support team is unable to provide support or assistance with this process. We are only able to provide assistance with the installation, configuration and use of our products as provided in accordance with our theme documentation.

 

Bug fixes


We aim to fix any bugs or errors in our products as soon as they are brought to our attention. If you find a bug or error in any of products, please contact us to report it.

 

Product updates


We release regular updates to our themes as and when required, either to ensure compatibility with the latest version of WHMCS or to introduce updates, bug fixes or new features.

 

New feature requests


We love to hear ideas from our customers on how we can improve our products to better suit their needs. Please contact us with any suggestions for improvements or new features.

 

30 Day money back guarantee


All of our products come with a full 30 day money back guarantee. If for any reason you are not entirely satisfied with any of our products, please contact us within 30 days of purchase for a full refund.