Support policy

Read the item documentation first

Many support queries and technical questions will already be answered in supporting documentation such as FAQ’s and comments from previous buyers. We also make sure that all of the items s have documentation included so always check the included information and if you can’t find the answer you’re looking for then consider submitting a ticket. You can find documentations for our themes here: http://touchsize.com/documentation

What’s included in item support

During the item support period,  we answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).

Basically, support includes:

  1. Answer to your specific questions about the features and functionality of the item
  2. Provide some guidance on the way the item is designed
  3. Help you with issues related to using the item and getting the most value out of its functionality
  4. Bug fixes and help with defects
  5. Explanation and help to achieve the demo output or questions on how to achieve a specific layout (using the products available options)

Check out the refund policy here: Refund Policy

What’s not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend checking our services page.

Installation of the item

Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created (most of our cases WordPress), so item support does not include help to install the item on your server or on a CMS.  If you’re after installation services, you can ask check our services page.

Hosting, server environment, or software

TouchSize is not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

Help of included third party assets

We are not responsible for any plugins or additional code the customer uses, as they are not our products. Contact their respective owners and ask for help. If you have problems with a certain plugin or you find some conflicts, you can report them, but we are in rights to ignore the issue.