Support Policy

Last updated: 03 July 2026

This Support Policy (“Policy”) explains the scope, eligibility, limitations, and procedures of customer support provided by GLORIA THEMES LIMITED LIABILITY COMPANY, a limited liability company registered in the State of Wyoming, United States, operating under the brand name Gloria Themes (“Gloria Themes”, “we”, “us”, or “our”).

This Policy applies to eligible Gloria Themes products purchased directly through https://gloriathemes.com/ (the “Website”) or through approved marketplaces such as ThemeForest/Envato.

Marketplace purchases remain subject to the applicable marketplace support terms. Nothing in this Policy excludes or limits mandatory consumer rights available under applicable law.

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.

The expiration of a support period ends the entitlement to personalized technical assistance, but does not automatically terminate any product update rights included with the applicable purchase or license.

For ThemeForest/Envato purchases, product updates, including updates addressing major security concerns, are governed by the applicable marketplace terms and are separate from the customer’s active support period.

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
Assistance with issues involving third-party plugins or assets bundled with the product, to the extent they relate to the product’s advertised functionality
Guidance on available product updates and known product-related security 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 exclusions do not apply to defects caused by Gloria Themes products or bundled components within their advertised functionality, or to obligations that cannot be excluded under applicable law.

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

Our support process depends on where the product was purchased.

Purchases Made Through ThemeForest/Envato

Customers who purchased a Gloria Themes product through ThemeForest/Envato should submit their support requests through our dedicated Envato support portal:

https://support.gloriathemes.com

An Envato purchase code may be required to verify purchase and support eligibility. Support requests and subsequent communication are handled through the support ticket system.

Purchases Made Directly Through GloriaThemes.com

Customers who purchased a product directly through our Website should submit their support requests using the support form available at:

Open a Support Ticket

Customers must sign in to their Gloria Themes account to select the relevant order and product. Once the form is submitted, the request is delivered by email, and subsequent support communication is handled through email correspondence.

Help Center and Documentation

Our Help Center, product documentation, installation guides, and frequently asked questions are available at:

Help Center

The Help Center provides self-service resources and access to the appropriate support channel based on the customer’s purchase source.

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

Customers should use the designated support channel for their purchase source to ensure accurate purchase verification and efficient handling of support requests.

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.

Any response time displayed on a product page, marketplace listing, or support portal represents our applicable service target rather than a guarantee of immediate resolution.

Complex issues may require additional investigation, testing, or coordination. We may provide updates or request further information while an issue is being investigated.

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, please ensure that they are securely shared and can be revoked after support is completed. We will take reasonable measures to protect credentials received through our support channels.

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

Please do not submit passwords or sensitive access credentials through public comments or other publicly accessible channels.

We will use customer-provided access only for the requested support purposes and handle related personal information in accordance with our Privacy Policy.

We recommend revoking temporary access or changing shared credentials once the support work has been completed.

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.

Any restriction will be assessed reasonably and proportionately, taking into account the nature and severity of the conduct.

Where appropriate, we may provide notice and an opportunity to resolve the issue before restricting support.

This section does not remove any mandatory legal rights or remedies available to the customer.

12. Product Updates and Security

Product updates and personalized technical support are separate services.

We may release updates to address product defects, compatibility issues, security vulnerabilities, and other improvements.

Access to updates depends on the applicable purchase terms, license, distribution platform, and any mandatory legal requirements.

For products purchased through ThemeForest/Envato, updates are provided in accordance with the applicable marketplace terms, including the requirements relating to major security concerns.

Customers may report suspected product-related security vulnerabilities even if their personalized support period has expired.

We may investigate reported vulnerabilities and provide fixes or guidance as appropriate. The availability and timing of updates may depend on the nature of the issue, testing requirements, and applicable obligations.