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Some issues are timeless and some questions are asked by just about everyone. That’s what this FAQ section covers. To make things easier we’ve sorted the questions into various different categories. Please check the FAQs below, before contacting us, to see if we’ve already answered your question.
Payment and Refunds
What methods of payment do you accept?
All our payments are handled through Paypal and 2CheckOut. This means you can make secure payments with your Paypal account or your credit card.
I’ve completed the checkout process. But I have not received my login details?
The email with details to download your product is automatically generated as soon as the payment is confirmed in our account, this usually only takes a few minutes, however this can be delayed on the bank's side. A possible cause for this could be our fraud detection policy, sometimes orders are flagged and for this reason we do hold the right to extend the time frame if required as a method to prevent fraud. Delays can be as long as 1 hr up to 24hrs depending on the situation and amount of investigation required after a fraud alert has been activated.
What is your refund policy?
All our products are digital goods, that is to say they are non-tangible goods, once they have been received, we have no control of duplications being made of the product. It is for this reason, we do not issue refunds on any of our products. You are responsible for understanding this upon purchase. If you are having trouble with your product, please make sure that you've carefully read all relevant documentation and contacted us on the forum for support. We only make exceptions with this rule when the product appears to be not-as-described, on a case by case basis, and in agreement of the parties concerned. The deadline for any refund claim is one week after the delivery date.
Memberships
Can I share my username and password with others?
No. A username and password is specific to one person with up to five IP addresses only. If you share your details you will receive an automatic suspension of your account.
When my subscription expires, do I have to renew to continue using the templates?
You DO NOT have to renew your subscription in order to continue using the templates on the site you have installed. However, you will NOT have access to any future templates and your account will be marked as out of subscription meaning you will NOT be able to download any templates or access the Member Forums.
Products and Services
Can I modify the source code?
Having paid for a product, you are authorized to make any necessary changes or modifications required to achieve your desired intention. All copyright notices in the footer or other modules may be removed or edited as required by yourself. However, please note that before you modify the source code, ask us on the forum if there is an easier and better way to achieve what you want to do. We’ve built our products so that it’s easy for you to upgrade them with a few clicks, but if you edit the source code you will have to upgrade manually and re-apply your source code changes.
Can I use your free products for commercial use?
Our free themes and extensions are created for you to use on any project whether it be commercial or personal. You may customize it as much as you like and you may also remove the link in the footer, however we do ask that you keep the link to show appreciation for the work by linking back if this is possible.
How many websites can I use a themelet on if I buy one?
It depends on your membership. All our memberships give you access to all of the themelets for a number of domains, depending on the package you choose. Please see the pricing and sign up page for more information about what your subscription allows. All memberships allow you to change the look of your site regularly by changing the themelet on your domain/domains.
Help and Support
What support do you offer?
As a member you have access to our members only forum, for as long as your membership is active. On the forum you can get help from our support staff with any setup problems, as well as answers to your questions about theme modifications or customizations. We urge all forum users to get involved on the forum in working together as a community to help each other. If someone helps you with a problem, see if you can help someone else.
What are your support hours?
We work from 8:00am to 5:00pm Monday to Friday. We are based in Cape Town, South Africa which is GMT +2. Although we often have staff working after hours and we are quite a dedicated bunch, we can not guarantee that you will get a reply before Monday to a message you sent at 7pm on a Friday.
Still haven't found what you are looking for?
We would like these FAQ's to be as comprensive as possible, so if you have any suggestions or think that there is something that should be added to this list, please don't hesistate to let us know on our Forum, via Twitter or on our Facebook page.
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