Thank you for choosing Halotheme. We’re excited to be part of your journey and wish you success in building a beautiful and effective website.
At Halotheme, we are proud to provide exceptional customer service, and we look forward to doing everything we can to assist you. The range of assistance you can expect from us is outlined in this Support Policy.
By using Halotheme products or visiting the Halotheme website, you agree to this support policy. We reserve the right to update this policy at any time without prior notice.
Support Responses
Our support team is available Monday to Friday, 08:00 AM to 05:30 PM (UTC+7). Please allow 1–2 working days for a response. Response times may vary depending on ticket volume and request complexity, but we aim to respond as quickly as possible, typically within 24 hours, in the order requests are received, except for urgent or critical technical problems, which are prioritized.
Before reaching out, we strongly recommend checking our documentation and instruction videos, as many common questions are already answered there.
To help us resolve your problems efficiently, please provide as much detail and context as possible when submitting your support request.
Support Language
We’re based in Vietnam, and while English is not our native language, we always strive to communicate clearly and professionally in English. If we happen to misunderstand your requests, we sincerely appreciate your patience and understanding.
If you send a request in a language other than English, we will use online translation tools to interpret your requests. However, all replies will be in English. For the best experience, please write in clear, straightforward English.
What's included in item support
1. Support Duration
- Shopify Marketplace (Shopify Theme Store) and BigCommerce Marketplace (BigCommerce Theme Store): Lifetime support from the date of purchase.
- Envato Marketplace and Halothemes website: 6 months of support from the date of purchase.
During the valid support period, we are available to provide the services listed below. Response times may vary depending on volume and complexity.
2. General Usage Questions
We can help answer basic questions such as:
- How to make your homepage look like the demo.
- How to use theme sections or settings.
Responses may include direct answers, documentation links, FAQ pages, or video tutorials.
3. Technical Questions & Built-in Features
We can assist with:
- Answer your specific questions about the features and functionality of the item
- Provide some guidance on the way the item is designed
- Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.
4. Bug Fixes & Defects
If you identify a bug or defect in the, we will:
- Investigate and assist with the issue.
- Provide a direct fix or include it in a future update.
5. App-related Issues
Although we don’t develop third-party apps, we will:
- Help determine if the issue is theme-related or app-related.
- Assist with theme-related integration issues, if within our scope.
- Guide you to the app’s support team if the issue is beyond our control.
Please note: We cannot guarantee full support for app-related issues, but we will help as much as possible.
What's not included in item support
1. Item Customization
2. Theme Installation
3. Re-Installation of Add-on / Module
4. Hosting, Server, or Software Issues
What’s included in all item purchases
1. Updates to ensure the item works as described and is protected against major security concerns
All items from HaloThemes should work as described (in the preview, screenshots, item description, etc) and be protected from major security issues. Security issues are assessed by the impact they have on the buyer and their users. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.
In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks to properly fix, test, review and release.
2. Included version updates for all items
What will happen when your support time has expired?
1. HaloThemes still provides free support in some cases below for our items:
Help you with bugs related to the item. If you encounter bugs which you think they are from our item, you can request for support to help you check the bugs. Our support team will check the bugs and confirm with you they are from our item itself or not.
- If the bugs are existing on our item and easy to fix, we may issue bug fixes directly to you or If we decide to address a bug fix through a general version update, that update will be available to all buyers and you can download the new version update.
- If the bugs had been fixed and updated for the new version update, we may request the buyers to update theme source to get the bugs fixed. In case buyers request to fix directly on your store while your support time has expired, and if this issue takes a significant amount of time to fix, a support extension purchase is required.
- If our support team check the bugs and they are not from our items, if our support team can fix the bugs, buyers must purchase the support extension to get the support.
2. HaloThemes will not provide free support if the requests from buyers are not theme bugs.
We will not provide free support for requests unrelated to theme bugs. This includes:
- Custom changes or adjustments.
- Technical questions after the support period.
- Any non-bug-related issues.
To continue receiving help in such cases, please extend your support period.
We wish you great success with your website and hope you enjoy building it with our theme. Thank you for choosing Halothemes!
