Effective Date: October 08, 2024
At Caverly Digital Marketplace, we are committed to providing exceptional support for our users and customers. This Help and Support Policy outlines the resources, response times, and assistance you can expect when you reach out for help.
1. Contacting Support
For all help and support inquiries, you can contact us through the following channels:
2. Types of Support We Provide
We offer assistance for the following:
Product-related issues: If you encounter any problems with our digital products (e.g., websites, templates, scripts), our support team is available to help resolve technical difficulties, bugs, or installation issues.
Account Assistance: Support for login issues, account settings, profile management, and other account-related concerns.
Purchasing and Licensing Queries: Questions about how to purchase, product license types (like the CTL License), or downloading purchased items.
Billing and Payment Queries: Although our payment system is still under development, we will provide support for billing or payment issues once it’s operational.
3. Limitations of Support
Our support team provides help within the following boundaries:
Customization and Development: We do not offer support for custom development, design alterations, or advanced customizations of purchased products. Any modifications made to the product after purchase fall outside the scope of our support.
Third-Party Services: We are not responsible for third-party services, including hosting providers or other platforms you may use in connection with our products.
Expired Subscriptions or Licenses: If your subscription has expired or you are using a product beyond the scope of its license, we may limit support until the subscription is renewed or a proper license is purchased.
4. Product Updates and Bug Fixes
Our team will ensure that any significant bugs or technical issues in our products are addressed in a timely manner. Product updates and patches will be provided based on the licensing terms under which the product was purchased.
5. Refunds and Cancellations
If you believe there has been an error with a purchase or if you require assistance with cancellations, please reach out to [email protected]. Refunds are considered on a case-by-case basis according to our refund policy.
6. Self-Help Resources
For quick answers, our Knowledge Base and FAQs are available to provide guidance on common issues, tutorials, and product information. These resources are regularly updated to reflect new questions and troubleshooting tips.
7. Escalation of Issues
If your issue requires additional attention or if you are not satisfied with the initial resolution provided, you may request to escalate the matter by contacting our support team. We strive to ensure every issue is resolved in a timely and satisfactory manner.
8. Changes to This Policy
We may update this Help and Support Policy from time to time. Any changes will be posted on this page, with the updated date indicated at the top. Continued use of our services after any changes indicates your acceptance of the new policy.
9. Contact Us
If you have any questions about this Help and Support Policy, feel free to reach out to us at [email protected].