SUPPORT POLICY

With our support for Ecomify, we promise to be ready to help you with any questions or problems you might have while using the theme.
When purchasing Ecomify, it means more than just receiving a theme - it means gaining access to our unparalleled customer support. We take support seriously, and are committed to answering all inquiries within a single day. This level of dedication is not commonly found among other theme providers and companies, making our service stand out as a reliable and trustworthy option for those seeking both quality and exceptional customer service.
We take pride in the quality of our Ecomify theme and stand behind it with a guarantee to cover any bugs that may arise within the theme. We understand how frustrating it can be to experience issues while trying to set up and run your online store, which is why we are committed to providing a seamless and bug-free experience for our customers.
However, we would like to clarify that our bug coverage does not extend to any bugs that result from a customer's own edits to the theme code. We design our Ecomify theme to work smoothly and efficiently prior to any customer adjustments, and we cannot guarantee that it will function as intended after such edits have been made.
Therefore, we strongly advise our customers to exercise caution when making any code changes to the Ecomify theme and to seek professional assistance if necessary. If you do experience any issues, our support team is always here to help and will work with you to find a resolution as quickly as possible.
We remain committed to providing our customers with a high-quality and reliable Ecomify theme and will continue to offer our bug coverage guarantee as a testament to our commitment to quality and customer satisfaction.

What's included in Ecomify support:

The support period

Ecomify theme support includes a 3-month or 6-month period or year of assistance from the date of purchase. During this time, the theme creator is committed to providing Ecomify support services. The response time may vary based on the number of inquiries, the complexity of the request, and whether the question has already been addressed or support has already been provided. To reach our support team quickly, we recommend using the following contact method:
Contact Us or Email us at [email protected]
It is important to keep in mind that, as the developers of the theme, our support is limited to the features we created and any issues specifically related to the theme.
We understand that changes can sometimes be confusing, and our main objective is to ensure you are well-informed. In summary: If you've invested in Ecomify version 1-2, rest assured that we have you covered! Your support for us will not go unnoticed as we will be grandfathering you in for all future updates at no additional cost. As we continue to innovate and enhance the Ecomify theme, starting with version 3.0, there will be a small upgrade fee implemented.
This is only expected to be around $49 per upgrade - a modest fee for the high value these updates will bring to your e-commerce journey. We understand that change can be challenging and we want to hear your thoughts and feelings about this new policy. Your satisfaction is our top priority, and your feedback is crucial for us to provide the best possible products and services. Our goal is not to upset, but to continue delivering quality while maintaining sustainable operations.
We appreciate your understanding and are confident these changes will enable us to continue offering high-quality service and support.

Purchasing 1 License With 3 Month Support

When you purchase a single license for the Ecomify theme, you are entitled to three months of support from the theme developer. This support period begins on the date of purchase and includes assistance with any issues or bugs related to the theme.
During this support period, the theme developer will help you to identify and troubleshoot any problems you may be experiencing with the Ecomify theme, and will provide guidance on how to resolve them.
It is important to note that the support provided by the theme developer during the three-month period only covers bugs related to the Ecomify theme, and not new features. Any new feature requests will be considered on a case-by-case basis and may incur additional fees.
After the three-month support period has ended, you can still access the theme documentation and community forums for help and guidance. Additionally, you may be able to purchase extended support if you require additional assistance.
Ecomgraduates™ is unable to offer any support or assistance to any other store that has not been licensed and purchased for. This means that if you have not purchased multiple store licenses, and only for one myshopify store, Ecomgraduates cannot provide any technical or customer support for that store.

Purchasing Multiple Licenses With 6 Month Support

When you purchase multiple licenses for the Ecomify theme, you are entitled to 6 months of support from the theme developers. This support covers assistance with any bugs related to the theme that you may encounter during that period. This support period begins on the date of purchase and includes assistance with any issues or bugs related to the theme. It's important to note that this support does not include any assistance with new features or customizations that you may wish to implement.
The multiple licenses allow you to use the Ecomify theme on multiple stores, provided that you are the owner of all of those stores. However, it does not grant you the right to resell the theme to others.
The 6 months of support for a multiple license purchase of the Ecomify theme is a valuable resource for ensuring that any issues you encounter with the theme are promptly resolved. It's important to remember that this support is limited to bug-related issues and does not cover assistance with new features or customizations. Additionally, the multiple licenses allows for use on multiple stores owned by the purchaser, but not for resale to others.

Developer/Agency - unlimited stores/domains (1 year support)

If you're a developer or agency looking for a Shopify theme to use across multiple stores, it's important to understand the terms of the licensing agreement. This support period begins on the date of purchase and includes assistance with any issues or bugs related to the theme.
Our license allows you to use our theme on multiple Shopify stores, which can save you time and money in the long run.
However, it's important to note that you do not have the right to resell the theme as your own. This means that you cannot take our theme and repackage it as a new product to sell to your own clients. Doing so would be a violation of our licensing agreement and could lead to legal action.
Additionally, our license includes 1 year of support for bugs, but new features are not included. This means that if you encounter any issues or bugs with our theme within the first year of use, we will provide assistance to resolve the problem. However, if you're looking for new features or customizations, these will need to be done on your own or with the help of a developer.
Overall, our licensing agreement is designed to protect the integrity of our theme while still providing flexibility and value to developers and agencies. By following the terms of the agreement, you can use our theme across multiple stores while maintaining a professional and ethical relationship with our company.
The Dev Agency License for the Ecomify theme does not grant you permission to edit and resell it, labeling it as your own. This license allows you to utilize the theme on multiple Shopify stores under your management, but it strictly prohibits the act of reselling it as your own individual theme.

Answering Questions About How To Use Ecomify

While we provide support for ecomify, we will be available to assist you with general inquiries about the product and its usage. For instance, if you have a question about how to make your homepage resemble the one in the preview, we can provide an answer in a variety of ways such as directing you to existing documentation (e.g. comments or FAQs).

Answering Technical Questions About The Item (And Included Third-party Assets)

During our ecomify support period, we are dedicated to assisting you in fully utilizing and getting the most value out of your purchase. We will be available to provide in-depth explanations of the features and functionality of the item, offer guidance on its design, and address any issues you may have with its use. Additionally, we will be happy to answer any questions you have about any third-party assets or functionality bundled with the item.

Bug Fixing & Minor Customizations

During our support period, we welcome you to bring any bugs or minor defects to our attention. We will work with you to address these issues and, if necessary, provide bug fixes as part of our support services. Should the need arise for a general update, it will be made available to all buyers.

What's Not Included In Ecomify Support

Our ecomify support does not cover modifications or enhancements beyond the original features, style, and functionality described on the item page. However, if your request is straightforward and our workload allows, our support/development team may be able to assist with customization.

Other Details

We pride ourselves on using our creativity and technical expertise to create exceptional products and ensure they are always up-to-date. However, as we put a significant amount of time and effort into these endeavors, we kindly ask that you keep this in mind when making support requests. Before reaching out, we suggest you review the documentation and any additional information provided on our page, as it may already address your inquiry.
All customizations will not automatically carry over into the new updated version. Please view Theme Setting Updates
Theme Updates:
a. EcomGraduates™ will not be responsible for helping you redo any changes or modifications made to the theme if you decide to update it.
b. It is your sole responsibility to update the theme on your own or seek assistance from the theme provider or any third-party developers of your choice.
c. We recommend regularly updating your theme to ensure security, performance, and compatibility with the latest features and plugins.
Custom Code Edits:
a. If EcomGraduates™ make any custom code edits to your theme, it may prevent you from updating the theme without losing those customizations.
b. We will not be responsible for maintaining or re-implementing any custom code edits in case you update the theme.
c. Before initiating any theme updates, it is your responsibility to ensure that you have a backup of the custom code edits and consult with us or an appropriate developer to determine the feasibility of preserving those changes.

Guarantees

It is important to note that while we strive to provide the highest quality eCommerce websites, we cannot guarantee the success of any online business. This is because the success of an eCommerce venture is influenced by a multitude of factors, many of which are beyond the scope of our services. These factors may include market conditions, competition, consumer behavior, product quality, pricing strategies, and many more.
Moreover, it is critical to understand that a website alone does not guarantee success. While a well-designed website can certainly help to attract customers and generate sales, it is ultimately up to the business owner to create a sustainable and profitable business model. This may require a comprehensive understanding of marketing strategies, customer relationship management, supply chain management, financial planning, and other key business skills.
Therefore, we cannot guarantee any profits or increases in conversion rates, as these outcomes are dependent on many external and internal factors that are not under our direct control. However, we are committed to providing our clients with the best possible eCommerce website design and development services, and we will work closely with you to ensure that your website is optimized for success. We also offer ongoing support and maintenance services to help you manage and grow your online business over time.
We kindly request that you refrain from altering or modifying the code of our Theme. Any changes made to the code can lead to unexpected errors or bugs that we cannot be held responsible for.
Furthermore, if customers do make alterations to the code, we cannot guarantee the compatibility of the modified theme with future versions or updates of our product. Therefore, we reserve the right to decline any support requests for such modified theme. The support service with Ecomify does not include updating the new versions of the theme along with new code added by the customer.
By using the ecomify theme provided by EcomGraduates™ LLC, you agree to the following terms and conditions. If you choose to modify the code for any reason, please do so with caution and only if you are confident in your development skills.
Please note that if you add incorrect or incomplete code, or fail to close script tags properly, it can cause errors in the theme that were not present before. EcomGraduates™ LLC cannot be held responsible for any such errors or issues arising from modifications made to the code.
When you first begin using the ecomify theme, we will ask you if you have made any changes to the code files. Please provide accurate information to the best of your knowledge, as this will help us better assist you in resolving any issues that may arise.
In the event that you do make modifications to the code and something breaks, please understand that this is not a fault of the ecomify theme or EcomGraduates™ LLC. We will do our best to help you identify and fix any issues, but ultimately, any modifications made to the code are the responsibility of the user.
We appreciate your interest in our products and services. Please note that we do not offer refunds for digital products. Before making a purchase, we encourage you to carefully review the demo to ensure it meets your requirement as there are no refunds on digital products.
We're absolutely thrilled to see how much you're enjoying using Ecomify! Your enthusiasm and support mean the world to us.
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We understand that sometimes you might need to tweak your setup with app adjustments or even custom code edits. We're all for making Ecomify work perfectly for you! However, we have a small request that could save a lot of headaches down the line.
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Backup Before You Dive In: Before making any changes, especially if they involve code edits or bringing in an external developer, please make sure to back up your current theme. This simple step can be a real lifesaver!
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Choose Wisely: We know there's a lot of tech talent out there, but please ensure that any developer you bring on board really knows their stuff with Ecomify. A little due diligence here can prevent big issues later.
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Communication is Key: If you do encounter any hiccups after making these changes, we're here to help! But it's important to remember that sometimes these glitches may be the result of recent edits or third-party integrations, not necessarily a bug on our end.
We've noticed a few instances where unexpected issues were actually caused by external modifications and not by Ecomify itself. We're always committed to providing top-notch support, but diagnosing problems that we didn't create can be tricky.