Support Policy

Effective Date: 19th may 2026

Last Updated: 19th may 2026

This Support Policy explains how product support works on WebbyTemplate.

This policy applies to buyers, authors, customers, and users who purchase, download, submit, or support digital products through WebbyTemplate.

This Support Policy should be read together with WebbyTemplate’s Terms & Conditions, Refund Policy, License Policy, Author Terms & Policy, Privacy Policy, product page details, Help Center articles, and any other applicable marketplace rules.

By purchasing, downloading, using, or supporting a product on WebbyTemplate, you agree to this Support Policy.

1. Overview

WebbyTemplate is a digital product marketplace where buyers purchase products created by approved authors.

Because products are created by authors, product-related support is generally provided by the author of the purchased product through WebbyTemplate’s official support system.

WebbyTemplate may assist with platform-related issues, order-related issues, account issues, refund reviews, marketplace disputes, and support process management.

Support is intended to help buyers use the purchased product as described. It is not a replacement for custom development, custom design, consulting, training, or third-party service work.

2. Support Period

Unless otherwise stated on the product page, each eligible WebbyTemplate purchase includes:

6 months of normal author support from the purchase date.

The support period begins on the original purchase date, not the first download date, installation date, or first support request date.

After the 6-month support period ends, buyers may continue using the product according to the purchased license, but free author support is no longer guaranteed.

WebbyTemplate may offer extended support, paid support, renewed support, or additional service options in the future, but such options are not guaranteed unless clearly provided.

3. Official Support Channel

Product support should be requested through WebbyTemplate’s official support ticket system, dashboard, or support area where available.

Support through outside channels is not guaranteed. This may include:

WhatsApp;
direct email to the author;
social media messages;
private chat;
phone calls;
third-party platforms;
personal contact outside WebbyTemplate.

Using the official support system helps WebbyTemplate track tickets, review support quality, verify purchase eligibility, manage refunds, and protect both buyers and authors.

For general website or account-related help, users may contact:

[email protected]

For author, seller, or marketplace-related matters, users may contact:

[email protected]

4. Who Provides Support?

Product support is generally provided by the author of the purchased product.

WebbyTemplate may assist with:

account access issues;
order and purchase verification;
download access issues;
payment or invoice questions;
refund review;
support ticket process management;
author response review;
marketplace policy enforcement;
technical issues related to WebbyTemplate’s own platform.

Authors are responsible for providing reasonable product support during the applicable support period.

WebbyTemplate does not guarantee that it can personally fix every author product, third-party tool, hosting issue, buyer customization issue, or external software conflict.

5. What Support Includes

Normal author support generally includes reasonable help with the purchased product.

Support may include:

answering product usage questions;
helping buyers understand included features;
basic setup guidance related to the product;
help with product documentation;
clarification of installation steps where installation guidance is included;
help identifying whether an issue is caused by the product;
assistance with valid bug reports;
guidance on compatibility requirements;
help with product files included in the purchase;
clarification of included and excluded assets;
fixing valid product bugs where reasonably required.

Support is provided for the product as sold and described on the product page.

6. What Support Does Not Include

Normal author support does not automatically include:

custom development;
custom design changes;
custom feature requests;
custom installation service unless clearly included;
website setup service unless clearly included;
content writing;
branding work;
SEO setup;
speed optimization service;
advanced consulting;
third-party hosting or server troubleshooting;
third-party plugin, app, extension, or tool troubleshooting unless included with the product;
buyer-created code or design changes;
issues caused by buyer modifications;
general coding, design, or software training;
teaching how to use WordPress, Shopify, Figma, HTML, CSS, JavaScript, or other tools generally;
migration services;
data entry;
malware cleanup unrelated to the original product;
support for unsupported software versions or environments;
support after the 6-month support period ends unless separately offered.

Authors may choose to provide extra help, but they are not required to provide services outside normal support unless separately agreed.

7. Paid Custom Work and Partner-Agency Introductions

Some buyers may need help beyond normal support, such as custom development, custom design, installation, setup, migration, branding, or advanced implementation.

These services are not included in normal product support unless clearly stated on the product page.

WebbyTemplate may suggest a partner agency to a customer based on the customer’s requirements. If the customer chooses to contact or work with that agency, the final service arrangement is between the customer and that agency.

WebbyTemplate does not directly provide partner-agency services unless separately stated in writing.

8. Author Response Time

Authors are expected to respond to support requests within 2 business days whenever reasonably possible.

Response times may vary depending on:

ticket complexity;
author availability;
weekends or holidays;
required investigation;
missing information from the buyer;
product complexity;
time zone differences;
marketplace review or escalation.

A response does not always mean the issue will be fully resolved immediately. Some issues may require testing, file review, updates, clarification, or additional investigation.

Repeated failure by an author to provide reasonable support may result in product review, refund approval, product suspension, reduced visibility, payout holds, or account action.

9. Buyer Responsibilities

To receive effective support, buyers should provide complete and accurate information.

Buyers should include, where relevant:

order or purchase details;
product name;
license information;
website URL or project details;
clear description of the issue;
steps to reproduce the issue;
screenshots or screen recordings;
error messages;
software version;
browser/device details;
details of any modifications made;
plugins, apps, tools, or third-party services involved.

Buyers should cooperate with reasonable troubleshooting requests from the author or WebbyTemplate.

Support may be delayed or limited if the buyer does not provide required information.

10. Attachments in Support Tickets

Support tickets may allow attachments such as:

screenshots;
screen recordings;
documents;
logs;
ZIP files;
product-related files;
other relevant support materials.

Attachments must be safe, relevant, and lawful.

Users must not upload:

malware;
harmful code;
illegal content;
unrelated files;
abusive material;
private data that is not needed;
payment card details;
passwords;
sensitive personal information unless specifically required and safely requested.

If login credentials, access details, or private project information are needed, users should only share them through secure and approved methods. WebbyTemplate may remove unsafe or unnecessary information from support communications where appropriate.

11. Support Ticket Process

A support ticket may include:

ticket number;
product name;
order or purchase reference;
buyer message;
author response;
attachments;
ticket status;
internal review notes;
resolution details;
closure information.

The general support process may include:

Buyer creates a support ticket.
Buyer provides product and issue details.
Author reviews and responds where applicable.
Author or buyer may ask follow-up questions.
Issue is investigated or resolved.
Ticket may be marked resolved or closed.
WebbyTemplate may review or escalate if needed.

WebbyTemplate may monitor, review, or access support tickets for quality, refund review, dispute handling, fraud prevention, policy enforcement, and legal compliance.

12. Ticket Status and Closure

Support tickets may show statuses such as:

Open;
Pending;
Waiting for Buyer;
Waiting for Author;
In Progress;
Resolved;
Closed;
or other statuses used by WebbyTemplate.

A ticket may be closed when:

the issue is resolved;
the buyer confirms resolution;
the author provides a reasonable answer;
the issue is outside normal support;
the buyer does not respond within a reasonable time;
the support period has expired;
the ticket is abusive, spam, duplicate, or invalid;
WebbyTemplate determines closure is appropriate.

Both buyers and authors may be allowed to close a ticket where the system supports it.

Where possible, the ticket should show who closed it, such as buyer, author, or WebbyTemplate/admin.

Closed tickets may be reopened or reviewed where WebbyTemplate allows it and where there is a valid reason.

13. Support for Download and Access Issues

If a buyer has trouble downloading a purchased product during the valid download access period, WebbyTemplate may help with account, order, or download access issues.

Unless otherwise stated on the product page or applicable policy:

download access is generally available for 1 year from the purchase date;
update access is generally available for 1 year from the purchase date, where updates are available;
author support is generally available for 6 months from the purchase date.

Download access, update access, support access, and license usage rights are separate.

A buyer’s license may continue for a permitted end product even after download, update, or support access expires, unless the license is terminated under WebbyTemplate’s policies.

14. Updates vs Support

Product updates and product support are related but different.

Support means reasonable help with using the purchased product during the support period.

Update mean revised or improved product files made available by the author or WebbyTemplate, where updates are provided.

Authors are expected to provide updates when reasonably required for:

critical bugs;
broken files;
security issues;
major compatibility problems;
serious product defects;
documentation issues that materially affect use.

Authors are not required to provide unlimited new features, full redesigns, major upgrades, or custom improvements unless they choose to do so or separately agree.

15. Support for Modified Products

Buyers may customize products according to the purchased license.

However, support may be limited if the issue is caused by:

buyer modifications;
custom code;
third-party plugins or tools;
unsupported software versions;
changes made by another developer;
hosting or server settings;
removed files;
incorrect installation;
use outside the product’s stated requirements.

Authors may still try to help, but they are not required to fix issues caused by modifications outside the original product.

16. Third-Party Tools, Plugins, Hosting, and Services

Some products may use or require third-party tools, plugins, apps, fonts, images, libraries, frameworks, hosting services, or external accounts.

Support for third-party services is not guaranteed unless clearly included on the product page.

Buyers are responsible for:

reviewing third-party requirements;
obtaining required licenses or accounts;
maintaining third-party tools;
paying third-party fees;
following third-party terms;
contacting third-party providers for issues caused by those services.

WebbyTemplate and authors are not responsible for changes, downtime, fees, restrictions, bugs, or policy changes caused by third-party providers.

17. Compatibility Support

Product pages may list compatible software, platforms, versions, browsers, builders, plugins, or frameworks.

Support is generally provided for the compatibility information stated on the product page or documentation at the time of purchase.

Support may be limited or unavailable if the buyer uses the product with:

unsupported software versions;
outdated systems;
beta or experimental platforms;
heavily modified environments;
incompatible third-party tools;
unsupported hosting/server setups;
versions released after the product was last updated.

Authors may provide compatibility updates where reasonably required, but future compatibility with every platform or version is not guaranteed.

18. Refunds and Support

Lack of promised support may be considered during refund review under WebbyTemplate’s Refund Policy.

However, lack of support does not automatically guarantee a refund.

WebbyTemplate may review:

whether the support period was active;
whether the buyer created a valid support ticket;
whether the issue was within normal support;
whether the author responded within a reasonable time;
whether the buyer provided enough information;
whether the issue was caused by the product;
whether the issue was caused by buyer changes or third-party tools;
whether a reasonable solution was provided.

If WebbyTemplate determines that promised support was not provided within a reasonable time, WebbyTemplate may approve a refund, hold or reverse author earnings, suspend the product, or take other marketplace action.

19. Support After Refund, Chargeback, or Payment Dispute

If a buyer receives a refund, the buyer’s license to use the product ends according to the Refund Policy and License Policy.

After a refund, WebbyTemplate and the author are not required to provide further product support.

If a payment dispute, chargeback, payment reversal, or fraud claim is opened, WebbyTemplate may suspend support, downloads, updates, or license access while the matter is reviewed.

If the payment is reversed or not completed successfully, support access may be cancelled.

20. Product Removed or Disabled After Purchase

If a product is removed, disabled, or no longer available after purchase, support may be affected.

WebbyTemplate may still retain order records, files, support history, access logs, and related information where necessary for legal, refund, chargeback, accounting, fraud prevention, or marketplace reasons.

A product’s removal does not automatically cancel a valid existing license unless the product was removed for legal, intellectual property, fraud, malware, security, or serious policy reasons.

Future downloads, updates, and support may be limited if a product is removed or disabled.

21. Support Abuse and Misuse

WebbyTemplate may restrict, suspend, or deny support if a user misuses the support system.

Support abuse may include:

spam tickets;
duplicate or excessive tickets;
abusive, threatening, or harassing messages;
unreasonable demands;
false claims;
refund abuse;
chargeback abuse;
attempts to get free custom work;
sharing harmful files;
requesting support for pirated or refunded products;
attempting to bypass WebbyTemplate policies;
asking authors to work outside official channels for included support;
misusing buyer or author information.

WebbyTemplate may close tickets, restrict support access, suspend accounts, deny refunds, or take other action where support abuse is found.

22. Author Support Obligations

Authors must provide reasonable support for eligible purchases during the support period.

Authors should:

respond within 2 business days whenever reasonably possible;
communicate professionally;
review buyer issues carefully;
provide clear answers;
help with valid product bugs;
cooperate with WebbyTemplate during refund or dispute review;
avoid misleading promises;
avoid requesting payment for support that should be included;
avoid moving support outside official channels unless allowed.

Authors who repeatedly fail to provide reasonable support may face product review, product suspension, reduced visibility, payout holds, account review, or account suspension.

23. WebbyTemplate’s Role in Support

WebbyTemplate may help manage the support process, but WebbyTemplate is not the creator of every marketplace product.

WebbyTemplate may:

provide the support ticket system;
verify purchases;
review support history;
help with download or account issues;
contact authors about support concerns;
review refund requests;
enforce support rules;
moderate abusive communication;
close or reopen tickets;
take action against products or accounts that violate policy.

WebbyTemplate does not guarantee that every support issue can be resolved exactly as the buyer requests.

24. Help Center

WebbyTemplate may publish support explanations, tutorials, marketplace rules, download guidance, refund guidance, license explanations, and author support instructions in the Help Center.

Users may visit the Help Center at:

https://help.webbytemplate.com

Help Center articles are intended to explain WebbyTemplate processes in a practical way. If there is a conflict between this Support Policy and a Help Center article, this Support Policy will control unless WebbyTemplate clearly states otherwise.

25. Changes to This Support Policy

WebbyTemplate may update this Support Policy from time to time.

Updates may reflect changes in:

support tools;
ticket workflows;
author requirements;
buyer support rules;
refund review process;
product categories;
download or update access rules;
marketplace operations;
legal or business requirements.

When updates are made, WebbyTemplate will revise the “Last Updated” date at the top of this page.

Continued use of WebbyTemplate after policy updates means you accept the updated Support Policy.

26. Contact Us

For general support, account questions, order issues, or website-related help, contact:

General Support Email: [email protected]

For author, seller, product review, payout, or marketplace-related questions, contact:

Marketplace Email: [email protected]

You may also visit the Help Center: