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General Support Policy

This Support Policy describes how we provide our support service to you during your subscription. If you have any questions or do not agree with any points, please do not hesitate to contact us via our email.

This Support Policy can be changed over time, so you should check this page from time to time for any possible changes that have been made. Any major changes will be announced via our Newsletter, Blog, and website.

This Support Policy is effective globally from October 05th, 2022.

1. Support Time​

We have diversified customers coming from all around the world, and though it's hard to satisfy all customers in different time zones, we do always try our best to provide the fastest response we can.

2. Support Definition​

Support can be considered as assistance for problems customers encounter while using our products, including:

  • Bugs that already exist in the products and cause features to stop working.
  • Bugs caused by external factors such as conflicts with third-party apps or extensions.
  • Bugs caused by customer customizations.

3. What Is the Scope of Support?​

Our support mainly focuses on:

  • App installation and configuration.
  • Guidance on using app features.
  • Investigating and fixing potential bugs.

Support is not provided for requests to modify the app for specific business needs or to integrate features that are not currently part of the product.

We offer support for the following situations:

  • Compatibility issues arising from a fresh installation.
  • Questions about functionality not covered in our documentation.
  • Functionality that does not work as described.
  • Existing bugs that are not fixed in the current version.
  • Payment-related inquiries, even after uninstalling the app.

4. What Is Considered Out of Scope?​

The following requests are outside our support scope:

  • Extensive app customization or code modifications.
  • HTML, CSS, JavaScript, Liquid, or theme customizations beyond minor adjustments.
  • Issues caused by third-party customizations or external developers.
  • Requests to change the app's default workflow.
  • Requests for new features not included in the app.
  • Compatibility with other Shopify apps or third-party software.
  • Data loss caused by app downgrades.
  • Requests to cancel app subscriptions on behalf of merchants.

5. What Is Modification Support?​

We may assist with simple modifications that require only a few lines of code.

However, requests involving custom development, advanced logic, testing, or significant code changes are considered out of scope. In such cases, we can provide basic guidance, but implementation will need to be handled by you or a third-party developer.

6. Before Asking Questions​

Before contacting support, we recommend:

  • Reviewing the product documentation.
  • Searching relevant keywords in the Help Center.
  • Re-reading setup instructions and configuration guides.

Most common questions are already covered in the documentation.

7. How to Get Support​

If the documentation does not answer your question:

  • Contact us via [email protected].
  • Use a clear and descriptive subject line.
  • Explain the issue in a structured and concise way.
  • Include screenshots whenever possible.
  • Keep your request focused and specific.

Most support requests are answered within the first hour of a normal working day. If you do not receive a response within that timeframe, please feel free to submit a new request.

8. Definition of Done​

A support request is considered completed when:

  • The reported issue has been resolved.
  • The requested explanation or guidance has been provided.
  • The issue is determined to be outside the support scope and the customer has been informed accordingly.
  • No further action is required from the support team.

If additional issues arise after a case is closed, a new support request may be submitted.

For further assistance, please contact us at [email protected].