Support Policy

Support services
When you purchase our products, you will be entitled to free support for integration and installation.

This means that if our products don't work as described on your website, because of other extensions/themes, you can count on our help.
Such compatibility issues, as well as any bugs that you find, are fixed free of charge.

Technical support is provided up to 1 year after the purchase date. If you wish to receive support after the 1 year mark, you must re-activate your license.

Why the product(s) do not work on my site?
All our extensions are tested and working before being listed, but there can be many reasons why certain products won't work on all sites right out of the box, including but not limited to:

  1. Custom themes that don't have the same syntax as the default theme
  2. Web Server limitations or differences (php version, allowed abilities, installed extensions, etc)
  3. Other mod/extensions conflicts
  4. OpenCart version conflicts
  5. Directory name changes
  6. Server Operating System

In the event that we cannot assist you in resolving those issues, a full refund will be given.

How do I get support?
Necessary resolution steps may require remote access to the FTP and/or Admin area of the site in question. Declining access will mean that we are unable to attempt to assist you and refunds will not be issued in these cases.

Please send an email to contact@wedoweb.com.au and provide all following details when requesting for support:

  1. Email used to purchase the extension or Order ID
  2. Details of the problems, like error messages, what does not work as expected. E.g color boxes are supposed to show on page XYZ but don't etc
  3. Link to the page on the site that has problems, steps to replicate the problem. E.g go to page XYZ, enter ABC then click Submit etc
  4. Admin access to your site
  5. FTP access to your site

These information are required for us to assist you with resolving the problems, we will have them checked as soon as we can after all details are provided.

We reserve the right to change the “Support Policy” at any point in time without prior notice.

Contact Us

contact@wedoweb.com.au

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