1. Welcome to Dream-Theme's Support Terms of Service. These terms clarify (and where appropriate extend) Envato's ThemeForest.net Item Support Policy: https://themeforest.net/page/item_support_policy. In case one contradicts or conflicts with another, Envato's ThemeForest.net Item Support Policy will always have an upper hand.
2. When we say ‘we’, ‘us’ or ‘Dream-Theme’ it’s because that’s who we are and we own and run the support.dream-theme.com (along with other Sites).
3. If we say ‘terms’ we’re talking about these terms of service. Our other Sites may have their own terms of service and seeks consent to them separately to these terms.

Supported, not supported and Envato Hosted

4. Some of our items on Envato Marketplaces comes with complimentary 6 month of support, which can be extended up to 12 month for additional fee.
5. We reserve the right to choose whether to provide or refuse the support for items that are "not supported".
6. Items on Envato Hosted platform are supported by Envato via https://envatohosted.zendesk.com/hc/en-us and have their own support policy. Please note that we cannot provide support to Envato Hosted customers in any form.

When you support period is expired

7. We reserve the right to choose whether to provide or refuse the support to buyers who's support period is expired.
8. But generally if you are not abusing it (e.g. submitted no more then 3-5 tickets within last 6 months), you can count on continuous support on our usual terms.
9. No matter the supports status all future updates to all our items are life-time free for their respective buyers.

Where can you get the support

10. We are providing support only via our online support portal: support.dream-theme.com.
11. Requests received via Envato Marketplaces comments and personal messages, email, Twitter, Facebook, etc. will not be processed.

Speeding up resolution of your issue(s)

12. Please, make sure that you’ve studied the item manual and referred to the knowledge base before submitting a support ticket.
13. We recommend you to provide your website URL, WordPress and FTP accesses when submitting a support ticket. This allows us to start investigating your issue(s) right away.

Your website security

14. We cannot take any responsibility for damages caused by crucial information leaks. Therefore we highly recommend you to change your WP-admin and FTP accounts credentials before sending them to us and to change those details again after your issue had been resolved.

Support hours

15. Support requests are being processed on business days from 8:00 to 17:00 (GMT 0.0) in the order they were received. Please note that most of them are handled within 24h – 48h, but sometimes (in very rear and complicated cases) you will have to wait 5-7 business days for our response.

Extent of support

16. We only cover support for our themes and bundled plugins (unique functions and features that our items offer beyond standard WordPress), and cannot provide general support on WordPress or third-party plugins.
17. We understand that there is a fine line between what is considered to be support and customization. Though we will try to help you with any type of requests (including minor customization that requires only a couple lines of code), you must understand that we cannot provide extensive help in terms of modifications.
18. Moreover, normal support will always have a priority over modification/customization requests.
19. Though we will help you with bundled plugins features, we are not experts in their codebase. Therefore if you've found a bug in a bundled plugin, we will forward your report to a respective plugin author right away. But please do not expect us to fix it ourselves.

Examples of requests we cannot help you with (including but not limited to)

20. WordPress general support and howto’s (please, use wordpress.org forums for that).
21. New features implementation and extending themes functionality.
22. Themes modifications and customization.
23. Complex individual server-side issues.
24. Third-party plugins and any other things that are not related to our products directly.
25. Web-sites with “adults only” content; and
26. web-sites with any information, which undermines human dignity.

Support Abuse

27. We have always provided timely and efficient customer support. But it is clear that some people abuse this service. Put time and thought into what you would like to inquire and do not ask every question that comes to mind without trying to find the answer yourself.
28. Please do not request for complex customization. You can consider hiring a freelancer instead.
29. Remember, we do our best to help. So please do not offence or threaten our staff if we are not able to assist you with your request.
30. Such actions will lead to immediate and permanent ban of your account in our support portal. In some cases, we will be forced to take legal actions and expose your personal information collected during processing of support requests like (including but not limited to) name, email and IP address, Envato username and purchase code, etc. to third-party organizations or individuals in order to protect our copyrights, intellectual property, safety, dignity, good name, and business reputation (please refer to our privacy policy for details). Please do not make us do this.

Refund requests

31. Refund requests should be sent over dedicated ThemeForest.net page and should comply with Envato Market Refund Rules in order to be approved.
32. Please be advised that refund requests received via support portal, Envato Marketplaces comments and personal messages, email, Twitter, Facebook, etc. will not be processed.

Dream-Theme's Support Terms of Service v2, effective date 25 May 2018