Support Policy

We strives to deliver the best, unmatched support service on the web

Support Policy

Thank you for taking the time to read through our official support overview. ThemeXpert strives to deliver the best, unmatched support service on the web.

What supported

  • Guidance for installation issues.
  • Assistance with available features and configurations.
  • Providing patches for valid bugs whenever possible.
  • Assistance for small style changes.

What not supported

  • Code/Scripting training: We do not commit to educating users with PHP/SQL/Javascript/CSS/XHTML skills or elaborating on functions within or outside of the product.
  • Modified themes codes: We may not able to debug codes that are unfamiliar to us.
  • New features and theme customizations: Feature request /extensive theme modification to suit your unique requirement has to be dealt with through Third-Party developers.
  • Server, system, and Joomla setup: We are not responsible for providing and setting up your community server, configuring the system with required libraries and applications, or setting up Joomla CMS on your system.
  • Issues related to 3rd party extensions: We will not provide support for any 3rd party extnstions. Issues related to 3prd extensions should be asked on there support system.
  • FREE Templates/Extensions: There is no guaranteed support for free Templates/Extensions. However we'll try our best after serving our paid clients.

Subscription and Support Details

  • We'll only provide support only to your registered domains.
  • Support is provided exclusively in English.
  • Support is delivered exclusively through our Support Forum. We do not provide real-time support via instant messaging systems such as Skype and Live Chat. Official support is provided from Monday to Friday, from 10:00AM to 06:00PM GMT +6 (Dhaka, Bangladesh).
  • We guarantee a reply within a maximum of 24h for technical issues.
  • Sales & Billing issues will be handled within one 12h.

As noted above, if you send out an unsolicited message, your account will be terminated without prior notice. One strike and you're out. Moreover, you will feed our anti-spam filter with keywords so that you can't spam us again.

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Our Guarantee

If you're not happy with our product, contact us and we'll do our very best to make the situation right.

Need Help?

Email or Chat directly with Customer Support from 9am - 6pm (GMT +6). We're here to help!