This Support Policy governs the user assistance provided by felall Market to all customers, authors, and affiliates. By using our site, you automatically agree to the following terms. If you do not agree to any of the terms of this document, please contact us   before using our site or any of its pages, folders, or subdomains. We reserve the right to change our Support Policy without prior notice. Therefore, we advise all users to regularly review this page for the most current version.

1. General information

This policy explains support questions and defines the issues covered by our free and premium customer support plans. We'll also explain them in detail, covering the duration, methods, and types of support requests.

2. Support time

2.1. Free support

The free general support plan covers all purchased digital products, excluding services. Every customer on the marketplace is entitled to free support for the first six months from the date of purchase. The date of purchase  is the date the customer creates the purchase order.*

*The support period may expire even if the customer purchases the product but does not download it from the admin panel or does not use it for some time after completing the order.

2.2. Extended Support

You can extend the free support period for another 6 (six) months by purchasing a similar offer with the product.*

After purchasing the offer, you will receive an additional six months of technical support, subject to Section 5 of this policy. Please select the "Extend Support" box on the product page and proceed to the checkout page to purchase this offer. You will receive extended technical support at the best available price.

You can also extend your product support after the free support period ends. Please note that the offer price will be higher in this case.**

We calculate the price as a percentage of the initial cost of the product. When requesting an extended support offer, it is set as a percentage of the current product price. To see how it works, please see the illustration below.

*You can only purchase this offer if the product author has agreed to extend support for the item and if it is in stock at the time of purchase.

**Extended support offer is not subject to refunds.

3. Product documentation and technical support

All items on the market have accurate product documentation that includes:

• General product information;
• Installation instructions (if applicable);
• Frequently asked questions about product use.

Please be sure to review the item documentation before contacting technical support.*

*The technical support team has the right to suggest the customer to check the relevant product documentation without opening a ticket request if the customer's question is related to general product information, installation or FAQ without giving an accurate answer during their communication.

4. Support channels

4.1. 24/7 General Support Chat

Product support is provided by the theme designer only. The general help chat in the marketplace is intended to help resolve simple questions that do not require lengthy, complex troubleshooting.

*Chat support agent availability depends on the number of active live sessions.

4.2. Ticketing System

The ticket system service is available Monday through Friday* and aims to resolve complex product issues encountered by marketplace authors. For related inquiries, please contact the author from the Downloads section of your account.

*The standard response time is 24 hours from the date of the request. The actual response time may vary depending on the complexity of the issue and the number of active support sessions.

**Market authors are fully responsible for supporting the products in their inventory and providing quick and efficient responses.

5. Requests covered by technical support

Please keep in mind that all items require a different set of software requirements.* Everyone has a different set of skills, but as a client, you should understand that you need to have at least basic skills to work with the corresponding software to successfully edit the item.

Please be sure to carefully review the item documentation before contacting technical support.

Our free technical support plan covers the following points.

Public Chat Support**:

• Information about item updates;
• Installation instructions;
• Update ticket status.

Ticket Support:

• Bug reports;
• Complex template issues that require more extensive troubleshooting.

*The exact software compatibility list is shown on the product page. Please confirm this before purchasing.

6. Requests not covered by technical support

Technical support does not cover the following requests:

• Composition of elements;
• Customize items;
• Hosting, server configuration issues;
• Create additional CSS rules;
• Help edit code and identify code for editing;
• make any changes to the Customer's website;
• Improve site speed and performance;
• Implementation updates;
• Execute third party scripts/plugins;
• Problems related to or resulting from third-party add-ons;
• Engine related problems.

You can do this yourself or have a felall Service Center technician   do it for an additional fee. These packages also include troubleshooting services for non-mould issues, such as those caused by the motor or third-party modules.

7. Language support

1. The authors create all item documentation in English.
2. Our technical support team and market authors handle support requests in English.

8. Supporting authors and partners

8.1. Author Support

The free support plan does not cover any author-related issues, such as issues uploading items, author payment withdrawals, etc. For all author-related issues, please contact the relevant department at  info@felall.com .

8.2. Partner Support

The free support plan does not cover any affiliate-related questions, such as commission withdrawals, visitor statistics, promotional materials, etc. For all affiliate-related issues, please contact the relevant department at  info@felall.com .

9. Support felall elements

For full details of felall's product support services, please refer to the dedicated section on the felall website. Please note that felall reserves the right to change or modify the terms and conditions without prior notice.

Our company reserves the right to change or modify the terms of support without prior notice. For more details about using the site, please review the Privacy Policy  and Terms and Conditions .