Forums and Support Policy

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Premium class support

Iceable Themes is offering free support via these forums for every users of our themes.
Pro customers are entitled to use the Pro support forums for premium class support with higher priority.

Please remember that support is offered as a complementary service but without any warranties (i.e. free of charge but with no obligation). However, it is important to us to make sure that every users and customers are satisfied with our products. This is why these forums are here to help solve any issue in the most timely and efficient manner as possible.

Support is only provided via these forums. If your issue needs one on one private conversation via email or instant messaging, we may email you after you submit your request in the forums. Note that requests sent by any other means (such as email or social networks) may take longer to process or even not be processed at all.

Before posting, please make sure you have read the Documentation and Support Forums Guidelines and try to give as much details as possible.

Please do not post any critical or sensitive information such as WordPress admin password or FTP accounts. If these are required for us to troubleshoot your issue, we may contact you privately. In any case, Iceable Themes and Iceable Media take no responsibility for information leaks and damaged caused thereof; this is why we also highly recommend that you change these passwords before sending them to us, even privately, and that you change them back once your issue is solved.

Scope

We only provide extensive support for issues directly related to our themes, and to their unique functions and features. Support on general WordPress or third party plugins issues may only be provided on a limited basis.

We understand that there is quite a fine line between what may be considered “support” and “modifications/customizations”.  This is why we will do our best to help you with any request, but please understand that we cannot provide extensive help in terms of “modifications/customizations”.

What we cannot help you with (or on a limited basis)

• General WordPress support/howto’s (Please consider using WordPress.org’s support forum instead)
• Third party plugins (Please consider contacting the authors of these plugins directly)
• Complex server side issues (You should to contact your hosting provider instead)
• Additional features and functionality extensions (Though suggestions will be taken into consideration)
• Any other thing that is not directly related to our products

Disclaimer

Please remember that our products are provided “as is” without warranties of any kind, including but not limited to implied warranties of merchantability and fitness for a particular purpose, as per the terms of the GPL License.

Support is provided as a complementary service without warranties of any kind. That being said, we will always do our best to help and make sure our users and customers are satisfied with our products.

Community guidelines

Please note that these forums aim at being a friendly and helping community. We encourage free speech and defend everyone’s right to express their points of view – especially in the “Community” section. But we shall not tolerate hate speech (speech which attacks or demeans a group based on race or ethnic origin, religion, disability, gender, age, veteran status, and sexual orientation/gender identity). Things like predatory behavior, stalking, threats, harassment, intimidation, invading privacy, revealing other people’s personal information will be taken very seriously. Anyone caught doing such things may be permanently banned, and may, in the most extreme cases, additionally be reported to authorities.

Privacy Policy

When you create an account on this website, we store some personal information such as your name, username, email address, billing information, purchase code etc. This information is stored safely and confidentially.
We may never share, give away or sell your information unless we are obligated to do so in order to protect our copyrights, intellectual property, safety, dignity, good name and business reputation.
We may also disclose information to law enforcement agencies without further consent or notification upon lawful request from such agencies.
We will cooperate fully with law enforcement agencies.

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