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Return to shopSupport Policy
This Support Policy outlines how we provide support services following your purchase.
Support is only available for products purchased from Nexylog Market. To begin, please check our FAQ. Ensure you have reviewed the product documentation and the FAQ before submitting a support Querry.
Support is provided through Querries submitted via our e-mail Mentionned clearly on our website. While we respond quickly, responses are not immediate. Each support request is added to the queue and addressed as soon as a qualified team member becomes available.
We exclusively offer technical support through our website, throught e-mail or any other mean exposed for that purpose like chat, Hower, please consider that website comments and reviews sections are not conveignant means to ask for support, nor any of our social medias.
Support requests are processed on business days from 9:00 to 18:00 (UTC), in the order received. Most requests are handled within 24 to 48 hours; however, it may take 3 to 5 business days or more for a response in some rare and complex cases. We strive to assist you as quickly as possible while balancing work and personal life quality of our staff.
In some cases, resolving a technical issue may require you to provide us with your website and FTP access. We cannot be responsible for any damages caused by information leaks, so we strongly recommend changing your admin password and FTP credentials before sharing them with us, and resetting them after your issue is resolved.
Our Support Service Covers:
– General usage advice.
– Resolving licensing issues.
Our Support Service Does Not Covers:
– Answering technical questions about products.
– Product installation or configuration.
– Modifications and customization of products.
– Demo data installation.
– Custom programming or freelancing work.
– Compatibility issues between different themes and plugins.
– Compatibility with various versions of WordPress.
– Update or migration assistance.
– Fixing developer-related bugs.
– Server configuration or complex server-side issues.
– General WordPress support unrelated to our products.
– Any other matters not related to our products.
Refund Policy
We consider a refund within 30 days of purchase on a case-by-case basis and do not offer unconditional refunds. Due to the increasing of frauds in the industry (purchasing a product and then requesting a refund to get the product for free), we only grant a refunds in certain specific cases.
The products we provide are digital downloads, and we cannot limit their usage after downloading. Therefore, a refund will only be considered within 30 days after the purchase date.
However, you Must first contact our technical support. We always try our best to solve such issues for our customers and we will surely issue a refund if we can not help the customer to solve them.
The refund WILL be granted if:
- The product has license restrictions that make the product unusable and our support team could not help you.
- You have contacted the support service, but have not received support in accordance with the Support Policy
The refund will NOT be granted if:
- You have not contacted our support team on the website and just ask for a refund after purchase
- You have not provided sufficient proof that the product does not work and refuse to cooperate with our support team
- You made a mistake and downloaded not what you needed or you simply change your mind.
- You no longer need the product after you’ve downloaded it for example because you bought the product by mistake or you bought the official version from another Source.
- You do not have sufficient expertise to use the product. You have not carefully read the documentation from the developer and can not install or configure the downloaded product correctly
- Product is not compatible with your web server or other environment
- The product did not meet your expectations. You should review the selling page and ask questions to clear any confusion before purchase
- The product displays a message that you need to enter your license key or activate it to receive automatic updates, and there are no any other license restrictions
- You broke your site during product installation or lost data
- You do not plan to use the service in the future and/or you want to convert points balance into money
- It has been 30 days of refund period after purchase
Contact Help and Support:
Give us a shout if you have any other questions and/or concerns Regarding Support and Refund.
Email: support@nexylog.com