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Support Policy

If you run into issues while using our product, we’re here to help. We offer friendly, reliable, and timely support to make sure your experience stays smooth. Here’s everything you need to know about our support policy —

GLThemes Support Policy

At GLThemes, we deeply value the trust you place in our products. We take pride in offering reliable, friendly, and timely support to ensure your experience with our themes is smooth and hassle-free.

Support Medium

We provide support through the following official channels:

  • Support Tickets
  • Email
  • Live Chat (via Tawk.to)

We do not currently provide support via phone or social media platforms (Facebook, Twitter, etc.). Before submitting a request, we encourage you to review our knowledge base and theme documentation, where many common questions are already answered.

Support Hours

Our dedicated support team is available during the following times:

  • Support Days: Sunday – Thursday (business days)
  • Support Hours (Nepal Standard Time – NST, UTC+5:45): 9:00 AM – 6:00 PM

We aim to respond to most queries within a few hours and do our best to answer all requests by the next business day. Support may be limited on weekends and public holidays.

Support Covers

Our support covers only the products developed and distributed by GLThemes. Specifically, we provide assistance with:

  1. Theme Installation & Setup – Help with installing and configuring themes so they work as shown in the demo.
  2. Bug Fixes & Issues – If something isn’t working as advertised, we’ll fix it and include it in updates.
  3. Theme Guidance – Explaining how to use features, settings, and theme options.

If any features are missing or not functioning as demonstrated in the theme demo, our support team will assist you in resolving the issue.

All themes are thoroughly tested prior to release; however, unforeseen issues may still occur. Should you encounter a bug or error, we request that you report it to us. Identified issues will be addressed as promptly as possible and included in future updates.

Our objective is to ensure that our themes operate effectively for all users. In cases where your concern is not directly related to our themes, we will provide guidance to help you move in the right direction.

Support Doesn’t Cover

The following are outside the scope of our standard support:

  • Issues related to or caused by third-party plugins, themes, or scripts. Please contact the product author for assistance.
  • Customization Requests – Adding or removing features, modifying templates, or making advanced code changes.
  • Design or development work not included in the theme by default.

Customization Services

If you need additional features, functionality, or modifications to our themes, you may request a quote through our Customization Service.
Please note: we do not provide customization for themes developed by other companies.

Voided Support

Support may be voided if:

  • Core theme PHP files are edited directly, resulting in issues.
  • The theme is customized beyond minor changes (such as fonts, colors, or small CSS tweaks).
  • Issues are caused by external modifications beyond GLThemes’ control.

Policy Updates

GLThemes reserves the right to update or revise this Support Policy at any time without prior notice. We recommend reviewing this page periodically to stay informed of changes.