Support Policy

At PIXELROME, we are committed to providing helpful, professional, and timely support for our products.

This Support Policy outlines what is included in our support, how to request it, and what we expect from users to ensure a smooth experience.

Support Eligibility

Support is provided to:

• Customers who have purchased a valid product
• Users with an active license or subscription (if applicable)

We reserve the right to limit or refuse support if these conditions are not met.

Before Requesting Support

Before reaching out, please take a moment to:

• Review the product documentation
• Check FAQs or blog tutorials
• Ensure you are using the latest version of the product

** Most common issues are already solved in documentation (this reduces back-and-forth and speeds things up).

What We Support

We provide support for:

• Installation and setup guidance
• Bug fixes or broken functionality
• Issues directly related to our product

What We Do NOT Support

We do NOT provide support for:

• Custom development or feature requests
• Modifications to the product beyond its intended use
• Issues caused by third-party plugins, themes, or hosting
• General WordPress or server-related issues

** If needed, we may guide you in the right direction—but we won’t fix external systems.

Troubleshooting Responsibility

Due to the complexity of WordPress environments (themes, plugins, hosting, caching, etc.), issues may not always originate from our product.

Before contacting support, please try to:

• Disable other plugins
• Test with a default theme
• Clear cache (browser/server/CDN)

** This helps isolate the issue faster (very important).

Providing Support Details

To help us resolve your issue quickly, please include:

• Website URL
• Clear description of the issue
• Steps to reproduce the problem
• Screenshots or screen recordings (recommended)
• Product version details

** Incomplete requests may delay support.

Temporary Access

In some cases, we may require temporary access to your website to diagnose issues.

• You should create a temporary user account
• You may revoke access after resolution

** We treat all access with confidentiality and care.

Response Time

We aim to respond within:

24–48 hours (business days)

Response times may vary depending on:

Complexity of the issue
Volume of requests

Updates & Compatibility

We regularly release updates to improve performance and fix bugs.

** Support is provided only for the latest versions of our products.

If you are using outdated versions, we may ask you to update before assisting.

Professional Conduct

We are here to help—and we expect respectful communication.

We reserve the right to refuse support in cases of:

• Abusive language
• Unreasonable demands
• Non-cooperative behavior

Support vs Custom Work

Support covers product-related issues only.

If your request involves:

• Custom features
• Design changes
• Advanced integrations

** This may be considered paid work, not support.

Local Development Limitation

We generally cannot provide support for:

• Localhost environments
• Private/staging sites without access

** Please provide a live or accessible environment when possible.

Contact Us

For support requests, contact:

Email: hello@pixelrome.com

Please include all relevant details for faster resolution.