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 since they contain important information about your legal rights, remedies, and obligations.
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.
1. Product License
All products conducted 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.
The license can be used for whatever site you want. You will get 12 months of free updates & 12 months of official support. After these 12 months, you can still use our theme for your site without any problems or feature limitation, but you cannot access to your member area to download the latest version because your license is expired. At that time, all files whose license are expired will be removed from your member area, and you are no longer received the update notification and support as a result.
If you want to keep receiving updates and our support, you must renew your license with 50% off of the original price. We will send you an email to remind you of license renewal one week in advance before your license is expired.
2. Product Updates
We are proud of 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 “functionally 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 as we mentioned above to keep receiving updates & support for another year.
3. Product Compatibility
Compatibility information is included in each EngineThemes product page. Besides, we recommend you to contact our Customer Service Dept via email email@example.com, our CS will answer you all questions involved in product compatibility.
Supported browsers: Google Chrome and Firefox. We do not guarantee for other web browsers. Therefore, please make sure you test our products by viewing our demo sites in different browsers before purchase.
4. Product Customization
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.
For more specific information, we recommend that you should read carefully these information prior to making a booking for the service.
5. Support Policy
We are located in Vietnam (GMT+7) and our support hours are from 9 AM to 6 PM on Monday to Friday.
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 (http://docs.enginethemes.com/) 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 is the official support system (https://www.enginethemes.com/help/). When a customer first purchases our products, an account is created automatically in our system. Customers can send us a ticket to request for support right on the page and our staffs usually 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.
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 he/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 the purchase has passed.
For more details about the refund policy, you need to read our full support policy.
7. Product Ownership
Customers may not claim intellectual or exclusive ownership to any of our products, modified or unmodified. All products are the 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 Help system as soon as you have the account information.