Support Policy

1. Scope

This policy covers technical support for Zamblek products — source code, licence keys, downloads, updates, and documentation — bought from us with a Monthly or Yearly subscription or a one-time Regular or Extended licence.

Support is a service attached to a specific licence and to the one website that licence covers — not to your account as a whole. Support on one licence cannot be used for a different website covered by another licence, even when both licences are for the same product.

Holding a licence for one product does not cover a different product.

Where a product page or a written custom agreement sets different support terms, those terms come first for that purchase. Section 6 of our Terms of Use makes this policy the one that governs support for the products you buy.

2. Your Support Period

2.1 Subscriptions

A Monthly or Yearly subscription includes support and updates for as long as it stays active. If it expires, you keep access for a 30-day grace period, after which support and updates stop until the subscription is renewed.

2.2 One-time licences

A one-time Regular or Extended licence includes 12 months of support and updates from the date of purchase. Each support renewal payment extends that window by a further 12 months.

The licence itself does not expire. When your support window ends the product keeps working and stays licensed — you simply stop receiving updates and new support.

2.3 When support lapses

Once support on a licence has expired you can still read and reply to existing tickets for that licence, but you cannot open new ones against it. To restore support, renew that licence at the full product price, or switch to a subscription for ongoing support and updates. Current prices are on our Pricing page.

2.4 One licence, one website

Each licence covers one website and has its own support period. Subscriptions include support while they stay active. Regular and Extended one-time licences include 12 months of support from purchase, extended by each later renewal. Every website counts, including staging; only localhost and .dev domains do not count. A second website needs a second licence, with its own support.

You cannot use the remaining support on one licence to open or continue tickets about a website licensed under another licence — even when both licences are for the same product, sit on the same account, and one of them still has active support.

3. What Support Includes

While your support period is active, we help with:

• questions about how to use and configure the product as it ships;
• explaining the behaviour of the original source code, its features, and its settings;
• reviewing reproducible bugs and defects in unmodified product files, and issuing fixes directly or in a later release;
• build, dependency, and configuration errors reported with logs and reproduction steps;
• questions about access, downloads, licence activation, and available updates;
• guidance on third-party services that ship as part of the product, such as a bundled payment gateway or storage driver;
• written installation guidance, as described in section 5.

4. What Support Does Not Include

Support covers the product as described on its page. It does not include:

• customisation, redesign, new features, or any work that extends the product beyond its advertised features, style, and functionality;
• hands-on installation, setup, or deployment beyond the free first-time installation described in section 5;
• server, hosting, domain, SSL, email, or database administration, and problems caused by your hosting environment or other software installed on it;
• integrating third-party services that were never part of the product's scope;
• issues introduced on your side — modified code, removed files, changed dependencies, or an unsupported environment;
• issues on a website covered by a different licence, even if you hold active support on another licence for the same product;
• App Store, Google Play, payment provider, Firebase, or social login account approvals and reviews;
• data migration, production incident response, or managed hosting;
• training, consulting, or legal, tax, and compliance advice;
• guarantees about traffic, revenue, rankings, or any other commercial result.

4.1 Third-party assets

Where a third-party asset is bundled inside one of our products, direct your questions to us rather than to its original author — they are not required to support it for you. Assets you add yourself, and services you connect on your own, are outside our scope.

4.2 Marketplace items

Items listed on our Marketplace by third-party developers are bought from that developer, not from Zamblek. Their own support terms apply, and support requests for those items should go to them.

5. Installation

Written installation guidance is always in scope: we will point you to the documentation, explain the requirements, and help you read an error your server returns during setup.

A free first-time installation for web scripts is included with the Yearly subscription and with the Extended licence. It is not included with the Monthly subscription or the Regular licence. See the plan comparison on our Pricing page. It does not include server-side configuration or fixing server-side issues — for that, order our Deployment service.

Anything beyond that first installation — re-installations, server moves, migrations, staging copies, or setup on additional sites — is a paid service. Tell us what you need and we will quote it; you can also start from Services.

6. Updates & Compatibility

While your support and updates window is active, new releases are made available to you at no extra cost from your account. Releases may contain bug fixes, security patches, compatibility work, and new features, and are published at our discretion.

Security issues are assessed by their impact on you and your users. A proper fix has to be written, tested, reviewed, and released, which can take days or weeks — we do not ship untested patches to shorten that.

We are not responsible for breaking changes outside our control: a third-party API or SDK being changed or discontinued, an operating system or app store policy update, or modifications you have made to the product. Where a change like that affects everyone, we normally address it in a release; where it affects only your modified copy, updating it is paid work.

7. Response Times

We aim to reply to tickets within 1–2 business days, Monday to Friday, excluding public holidays. This is a target, not a guaranteed service level: how quickly we get back to you depends on the complexity of the issue, the volume in the queue, and whether a developer needs to reproduce and review it.

Where we expect to be away for an extended period, we say so in advance.

You will get a faster answer if you check the product documentation first — many questions are already answered there — and if you open one ticket per issue rather than bundling unrelated problems together or reopening the same question in several tickets.

8. Your Responsibilities

Our products are for people comfortable running and maintaining their own software. To keep support workable, we ask that you:

• run the product in a supported environment and follow its documented requirements;
• take a full backup before applying an update or making changes;
• test on a staging or development copy before deploying to production;
• give us the details we need — order or licence reference, product and version, environment, clear steps to reproduce from a clean copy, and any logs or screenshots;
• tell us up front about any modifications you have made to the code or dependencies;
• keep your account credentials, licence keys, downloads, and private files to yourself;
• never paste passwords, private keys, or payment secrets into a ticket.

9. How to Get Support

Open a ticket from your Support area, choosing the product and the licence your question is about. You can attach logs, screenshots, or configuration files to the ticket. Please include:

• the product and licence type you bought;
• the website this licence covers;
• the product version you are running;
• a clear description of what you expected and what actually happened;
• the steps to reproduce it, and what you have already tried;
• your environment — server, PHP or platform version, database, and relevant service versions.

We may ask for more detail so we can reproduce the problem. If we cannot reproduce it and it turns out to come from a modification or from your environment, we will tell you what we found and, where you want us to fix it, quote it as paid work.

10. Migrating a CodeCanyon Licence

If you bought one of our products on Envato, you can bring that licence to Zamblek and keep your site running with the same usage rights — Regular maps to Regular, Extended maps to Extended.

Support that is still active on Envato carries over as-is, so you stay covered while you move. If it has already expired, you can renew a Regular or Extended licence at 50% off for the first time only, on one licence only. Apply the coupon MIGRATE50 at checkout, or switch to a subscription for ongoing support and updates. The migration steps are on our Pricing page.

11. Paid Work, Refunds & Abuse

11.1 Requests outside support

When a request falls outside this policy we will say so and, where we can take it on, quote it as a paid service — installation, deployment, customisation, feature development, integration work, server configuration, or troubleshooting modified code. Custom work is governed by the written terms agreed for that engagement, not by this policy. Start from Services.

11.2 Support and refunds

Opening a ticket does not by itself create a right to a refund. Refunds are governed by our Refund Policy and by the consumer law that applies to you. Where something is genuinely broken, we will normally offer a fix, replacement files, corrected access, or updated instructions first; if we cannot repair or replace within a reasonable time, a refund is considered under that policy.

11.3 Abuse

We may restrict, suspend, or refuse support where we reasonably believe there is fraud, chargeback abuse, licence misuse, unauthorised redistribution of our files, or an attempt to obtain support for a product or website you have not licensed. Abusive, threatening, or discriminatory conduct towards our team may lead to a ticket being closed and support access being withdrawn.

12. Changes & Contact

We may update this policy as our products and plans change, and will revise the "Last updated" date at the top of the page when we do. The policy in force at the time of your purchase is the one that applies to that purchase.

For anything about your support period, a ticket, or a quote, open a ticket from Support. You can also review our Terms of Use and Refund Policy.