EngineThemes provides WordPress themes and plugins to you (the Customer) under the following Terms of Service. By using our products, we assume you have read, understood and agreed to all the terms below.
The Terms of Service can be changed through time, so you should check this page from time to time for any possible changes that have been made. Any major changes will be covered in our blog.
The Terms of Service are effective from August 8th, 2014.
1. Product License
All products made by EngineThemes are licensed under the GNU General Public License. However, customers must first purchase our products to use them in their projects. Being a customer of EngineThemes, you are provided a customer account and a license key for updating the products and request for our support when needed. We only provide support and updates for the customers who purchase our products.
2. Product Updates
We are proud of the our frequent update routine which keeps our products up-to-date and well maintained. However, EngineThemes cannot guarantee that our products will be updated forever. At some point, the products will be considered as “functional complete” and only maintenance updates will be provided.
Each product you purchase from EngineThemes includes updates and our official support for 12 months from the date of purchase. After the expiry date, you can choose to continue the subscription with 50% off of the original price to keep receiving updates & support for another year.
3. Product Compatibility
Compatibility information is included in each EngineThemes product page. Our products are compatible with WordPress 3.6+ without any other plugins activated and work correctly in browsers from Internet Explorer 9. We do not support compatibility issue in browsers older than IE9. Therefore, please make sure you test our products by viewing our demo sites in different browsers before purchase.
4. Product Customizations
At the moment, we don’t provide customization service to implement custom requests. We only have the installation and configuration services that customers can add when purchasing our products to have their sites set up to look like our demo sites.
Customers are free to make changes to our products to match their needs. These changes should be made in child themes to avoid losing their customizations when updating the products. We don’t provide support when changes have been made to the products themselves. Support will only be provided with the main products. All activated plugins and child theme should be deactivated.
5. Support Policy
We are located in Vietnam (GMT+7) and our support hours are from 8AM to 5:30PM on Monday to Friday and 8AM to 12PM on Saturday.
With each purchase the Customers make, they receive one year of our Support Service and free product updates. After that active period, the Support Service is not available anymore, unless the Customers choose to continue the subscription for another year with 50% off of the original product price.
We provide all product documentation and guidelines in our Help Desk and it should be the first place the Customers need to go to when having any difficulties using EngineThemes’ products.
The main channel where we provide support are the official Forums. When a customer first purchases our products, an account is created automatically in the Forums. Customers should do a search in the forums first and look for similar cases before submitting their own threads. Customers can request for support right in the forums and our staffs will respond within 48 hours.
Support are only provided to original products set up in a clean WordPress site, without any plugins activated. For more details on how support requests are handled, you need to read our full support policy.
6. Refund Policy
We consider a refund within 14 days of purchase on a case-by-case basis and don’t offer unconditional refunds. Due to the increases of frauds in the industry (purchase a product and then request a refund to get the product for free), we only grant the refunds for some specific cases.
The products we provide are digital downloads and we cannot limit their usage after download. Therefore, a refund will only be considered, within 14 days after the purchase date, when the Customer cannot get the product to work like it is advertised and performs in our demo.
The Customer, however, need to request for our official support first. We always try our best to solve such issues for our customers and will surely issue a refund if we fail to help the Customer resolve them.
The refund will NOT be granted if:
- The Customer doesn’t submit any help request and simply ask for the refund after the purchase.
- The product is not what the Customer expects. We provide the demos with admin access for all products and are willing to answer any presale questions. So the Customer should spend some time testing around and ask questions to clear any confusion before purchase.
- The Customer decides she doesn’t want to use the product after all.
- The Customer repeatedly purchases a product and asks for a refund to get free updates.
- The 14-days refund period after purchase has passed.
7. Product Ownership
Customers may not claim intellectual or exclusive ownership to any of our products, modified or unmodified. All products are property of EngineThemes. They are also not allowed to resell or distribute our products in any form.
8. Account Termination
EngineThemes reserves the right to terminate any customer account without notice. No refunds will be provided to customers who have their accounts terminated.
9. Product Delivery
As soon as your payment has been confirmed, you will receive an email with your membership information within 24 hours. Please make sure you use a valid email address. In case there is a problem with this process, please contact us at firstname.lastname@example.org. You are able to access the Member Area as well as the Forums as soon as you have the account information.