Support Policy

Hello Everyone,

I’m Marcel Moerkens, the founder of UNITED THEMES™. I’d like to address an important matter regarding the support services we provide, ensuring our clients know exactly what to expect from us. Therefore, please take a moment to read through this support policy carefully.

Included Support Services:

Our support policy focuses on offering comprehensive assistance in the following areas:

• Availability to Answer Questions: First of all, we are always here to help you with any questions you may have about using our themes or products.
• Technical Support for Item Features: Moreover, if you face technical challenges or need clarification on how a feature works, our team is ready to assist you promptly.
• Assistance with Reported Bugs and Issues: Additionally, when you report an issue, we commit to resolving any bugs or problems as quickly as possible.
• Support for Included 3rd-Party Assets: Furthermore, we provide guidance on using any third-party assets included with our products to ensure smooth integration and operation.

Our Commitment to Security and Privacy:

• Login Information: In most cases, we won’t request your login credentials. However, if necessary to resolve specific technical issues, we may ask for temporary access to your site. Importantly, we do not store any login data, nor do we share it with third parties. Instead, we handle all login details securely, strictly for troubleshooting purposes.

Exclusions from Our Support:

It’s important to understand what our support does not include. These exclusions are outlined to avoid misunderstandings:

• Customization Services: For example, we do not modify or extend the product beyond its original features, style, or functionality. This is outside the scope of our support services.
• Installation Services: Likewise, our support does not cover helping with theme installation on your server or CMS.

Additional Clarification:

• Please note: If the issue is unrelated to the Brooklyn WordPress Theme or is caused by user error, and there is no active support status, we won’t be able to pursue the case. However, if the issue stems from the Brooklyn WordPress Theme itself, we will provide a fix within a reasonable timeframe, even if your support status has expired.
• To renew your support status, visit: https://1.envato.market/5kyR1

Looking Ahead:

We truly appreciate the dedication of our team members who sometimes offer support beyond these boundaries. Nonetheless, we emphasize that any assistance beyond our stated policy is voluntary and should not be expected as a standard practice.

Support Policy and Pricing:

The support policy and pricing are set by Themeforest. Therefore, you can find more details here and here.

For more information on our Terms and Conditions, Privacy Policy, and our Changelog, please visit the relevant pages on our site.

In conclusion, we want to ensure clear expectations so that we can continue delivering high-quality support consistently. If you have any questions or concerns about our support policy, please reach out. We encourage open communication and look forward to assisting you.

Thank you for your cooperation and understanding. We are committed to giving you the best possible experience with our products and support.

Warm regards,
Marcel Moerkens

Last updated: September 11th, 2024