General Support Policy
Technical Support for all products at SomoThemes is available through your OneSomo account, which grants you access to a customer-only Support System where you can ask us technical questions. Our customer support representatives are available Monday through Friday; excluding all major holidays.
SomoThemes offers its Products "as is", with no implied warranty or guarantee that they will function exactly as you wish, or with all 3rd-party components and plugins. Just like WordPress, all our themes are Free, open source and come with some awesome, worldview-changing rights courtesy of its license, the GPL. All our themes are 100% GPL, including artwork and CSS.
Please review the scope of our support services as described below:
Scope Of OneSomo Support Services
We will be more than happy to help our customers with the following
- If you are unable to install any of our products, we will help by providing how-to articles, or written assistance from one of our support representatives.
- If you are confused about any of our product features, we are happy to assist you with clarification; which may include a written explanation from one of our support representatives, links to relevant documentation, tutorials and/or help articles. We'll help you understand what's to be expected from a specific feature.
- We are happy to receive feedback of any kind. If you have ideas or suggestions, please share them with us using the feedback form. We welcome this!
- If you discover a bug within any of our products, we would love to hear about it. This way it can be fixed in a future release, or as soon as possible. Please report all bugs to our tech support team.
Customization and Modification
We understand there is a fine line between what is considered support, and what is considered a "customization" and/or a "modification" to one of our Products. We will try help our customers in any way we can, but we can't provide in-depth technical assistance (or offer ongoing consulting/advice) related to customization or modifications.
Technical support will thus take priority over any assistance with customization or modifications. If you are requesting assistance in this regard, and it only requires us to publish a couple lines of code, we will gladly help you. Or at least point you in the right direction.
If however, your inquiry requires more than a couple lines of code (quite common), we can only provide guidance, and you would then need to hire a freelancer if you don't have the skills to implement it yourself. We recommend jobs.wordpress.net, or another freelance website where WordPress® experts are offering their expertise through a bid on your project.
Specific things we will not do (Seriously, please read the following)
We will NOT provide support and/or troubleshooting assistance for any of our Products which has been integrated with another 3rd-party theme or plugin. If you discover a bug, or an inconsistent behavior with our Product which is integrated into a mixture of other themes/plugins for WordPress®, we ask that you start by disabling all other plugins and revert to the default theme for your current version of WordPress®. If you are integrating our Products into a larger set of themes/plugins, we ask that you seek assistance from an experienced WordPress® developer who can do a full review of your site and make proper recommendations (e.g. helping you resolve conflicts between all plugins working together).
We will NOT assist with any custom features. If the feature you desire is not currently available in our Product you purchased, we are happy to receive feedback and feature requests. However, we will not be held to any deadline, and we will not be obligated to provide you with support for any feature which is not already a part of the Product you purchased. Please read our entire list of features for the Product you select, before purchasing.
We offer NO support via email, or otherwise, for customization or administration of WordPress® itself, or of other WordPress® themes/plugins. We only cover support for our own Products, and we can't give general WordPress® support that isn't related to our Products. Further, we do NOT offer any sort of consulting services.
We do NOT offer phone, live chat support or support through any medium other than our Support Center.
We do NOT offer professional installation service, customization, or services involving custom coding. If you need assistance in this regard, we recommend jobs.wordpress.net, or another freelance web site where WordPress® experts are offering their expertise through a bid on your project.
Other Terms & Conditions
Warranty / Guarantee; Liability Limitation
SomoThemes does not warranty or guarantee its Products in any manner. We cannot guarantee our Products will function with all 3rd-party components, plugins or web browsers. SomoThemes is not responsible for any 3rd-party plugin compatibility conflicts that may occur. It is our policy to support all our Products as best we can. However, we will only provide support for 3rd-party plugin conflicts, at our own discretion; as time allows. Please report any known conflicts to us using our Support System. We may offer suggestions or alternatives.
SomoThemes is not responsible for any data loss that may occur as a result of installing, running, and/or uninstalling any of our Products. Please remember to backup your files & database before installing, running, upgrading, and/or uninstalling any of our Products.
If our products do not work for you or if you are not happy with your purchase, you may request a refund within 30 days of purchase. We will offer a refund provided we receive the refund request via our Support Center within the first 30 days of your purchase. Any refunds that are processed, will be granted at the sole discretion of SomoThemes. No refunds will be given after 30 days from the initial purchase whatsoever. By purchasing a Product at SomoThemes, you agree to the terms of our Refund Policy. In addition, we do NOT offer any sort of exchanges of one Product for another.
Closing Statements / Acceptance / Changes
Acceptance of this Support Policy
By purchasing one or more of our Products, you indicate that you've read and agree to our Support Policy, and all other Terms & Conditions.
Future Modifications and Changes to our Support Policy
SomoThemes reserves the right to change or modify it's current Support Policy with no prior notice. From time to time, the contents of this policy statement may be altered at any time, at our discretion. To keep up-to-date with our policies, please check this page periodically. If you have any questions regarding our policy, you may contact us.
If there are any questions regarding this Support Policy, you may contact us via our Support Center or via email to help[at]somothemes.com.
This policy was last modified on: Nov 28th, 2013.