Support Policy

Last updated: 03 July 2026

This Support Policy explains what is included and excluded from Gloria Themes customer support.

1. Support Eligibility

Gloria Themes provides support for eligible customers who have purchased a valid Gloria Themes product from gloriathemes.com or from an approved marketplace such as ThemeForest/Envato.

Support is provided only during the active support period connected to the relevant purchase, license, order, subscription, or marketplace support entitlement.

2. Support Period

For purchases made on gloriathemes.com, your support period is based on the support duration included with your order, license, subscription, or support package.

For purchases made through ThemeForest/Envato, your support period is based on the active support period shown in your Envato account or purchase record.

If your support period has expired, you may need to renew or purchase additional support.

3. Proof of Purchase

To verify support eligibility, we may ask for:

• Gloria Themes order number
• Gloria Themes license key
• Account email address
• Envato purchase code
• Marketplace username
• Product name
• Website URL

If we cannot verify an active and eligible purchase, we may be unable to provide support until the purchase or support status is confirmed.

4. What Support Includes

Support may include assistance with:

• Theme installation guidance
• Demo import issues
• Theme settings
• Basic configuration questions
• Product documentation guidance
• Theme-related bug reports
• Compatibility issues caused by our product
• Update-related theme issues
• License activation issues
• Download access issues

5. What Support Does Not Include

Support does not include:

• Custom design work
• Custom development
• Code customization
• Third-party plugin customization
• Hosting, server, DNS, SSL, or email configuration
• WordPress core troubleshooting unrelated to our product
• Website migration
• Malware cleanup
• Speed optimization
• SEO services
• Content entry
• WooCommerce store setup beyond theme-related features
• Fixing issues caused by user modifications
• Fixing issues caused by outdated WordPress, plugins, PHP, or server settings
• Training, consulting, or business strategy services

These services may be offered separately through our Hire Us service.

6. Hire Us Services and Product Support

Standard product support and Hire Us services are different.

Standard product support covers eligible product-related assistance during the active support period, such as theme installation guidance, demo import issues, theme settings, documentation guidance, license activation issues, and product-related bug reports.

Hire Us services are additional paid professional services offered through gloriathemes.com. These services may include hands-on installation, website setup, custom design, custom development, WooCommerce customization, migration, content entry, speed optimization, SEO-related work, third-party plugin configuration, or other project-based work.

A customer may purchase a Gloria Themes product without purchasing a Hire Us service. Similarly, purchasing a Hire Us service does not automatically extend or replace the product’s license, update period, or support period unless expressly agreed in writing.

Requests outside the standard support scope may be redirected to the Hire Us service.

7. Support Channels

Support is provided through our official support channels, such as:

• Support ticket system
• Email support
• Help Center
• Product documentation

We may not provide official support through social media, marketplace comments, live chat, or personal messaging platforms unless specifically stated.

8. Response Times

We aim to respond to support requests within a reasonable time. Response times may vary depending on workload, complexity, weekends, holidays, time zones, and the information provided by the customer.

9. Customer Cooperation

To help us resolve issues, you may need to provide:

• Website URL
• Screenshots
• Error messages
• WordPress admin access
• FTP/SFTP access
• Hosting/server information
• Steps to reproduce the issue

Failure to provide necessary information may delay or prevent support.

10. Temporary Access

If you provide temporary access credentials, you are responsible for ensuring that the access is secure and can be revoked after support is completed.

We recommend creating temporary administrator or developer accounts instead of sharing permanent credentials.

11. Support Abuse

We may limit, suspend, or refuse support in cases of abuse, harassment, threats, repeated unreasonable requests, license misuse, or violation of our policies.