Support Policy

• A purchase code that verifies that you own a legitimate copy of the theme and receive free theme updates once it is registered. This purchase code is a unique, alphanumeric identifier valid for registering on a single top-level domain as per IELTHEMES’s licensing terms and conditions.
• Six (6) months of free support is included with your purchase of Hemenhepsi. The valid support period starts from the date and time of purchase. Support can be renewed/extended if additional support is required down the line.
• The option to register a single staging/dev/local site per top-level domain based on these predefined patterns.
• One ZIP file comprise “All files with documentation and Installable WordPress files.”
• A dedicated My Hemenhepsi account to manage your licenses, staging sites, bug reports, plugins, and more.
• Free regular updates for Hemenhepsi for the lifetime of your license. Software updates are extensive, thoroughly tested, and consistent, as shown in the detailed Hemenhepsi changelog.
• Hemenhepsi maintenance patches. The built-in Hemenhepsi Patcher tool is seamless, allowing our development team to push improvements and fixes to all Hemenhepsi installations without requiring a full update.
• Prebuilt Hemenhepsi website demo content that can be imported with a few clicks, and all of which are 100% customizable.
• Access to prebuilt creative demos and styles. There are 14+ home page demos, 7+ single page styles, 6+ search page layouts and 4 header styles that all can be imported with a click and are 100% customizable.
• Demo content that is ready to be installed with one-click. 
• Hemenhepsi Setup Wizard – A step-by-step process that walks you through building an Hemenhepsi website by importing a pre-built website or starting from scratch, installing required plugins, adding pre-built content, and configuring initial settings. This wizard is designed to simplify the onboarding process for new Hemenhepsi installations.
• Access to a professional world-class support team. Our team is here for you whether you need technical assistance with Hemenhepsi or merely want guidance on achieving a particular style or design with your Hemenhepsi website. Our support team is passionate about building long-term relationships with Hemenhepsi customers.
• And so much more…

• Your initial purchase of Hemenhepsi includes six (6) months of free support from the point of purchase which can be renewed/extended if additional support is required.

• Major and minor maintenance updates to ensure that Hemenhepsi works as described and is protected against major security concerns. Hemenhepsi has a comprehensive history of regular and consistent updates as detailed in the Hemenhepsi changelog.
• Hemenhepsi maintenance patches to be applied (individually or in bulk) without a full theme update.
• Guaranteed availability to provide hands-on support for Hemenhepsi. Our team is located globally, spanning different timezones, and utilizes the HelpScout secure email-based ticketing system.
• Assistance and guidance with Hemenhepsi’s built-in features, functionality, and tools.
• Technical guidance with Hemenhepsi’s premium bundled plugins.
• Assistance with reported bugs and technical issues related to Hemenhepsi.

• Customization of features and functionality, including CSS, that extend beyond Avada’s functionality and the scope of general support. If customization is required, we will refer you to our customization partner Codeable.
• The installation of Avada, WordPress, or third-party plugins.
• Your website’s hosting, web server environment, or external software.

Answer more than two support queries per support ticket. If you have more queries, please open a new ticket for each query. This will help us avoid confusion and miscommunication and allow our support team to be more efficient.

• Provide their IP Address to access your website under any circumstances.
• Edit their host file to gain access to your installation. You will need to allow access without modifications.
• Provide personal information, such as full names, locations, etc.
• Schedule a specific time to provide support or use screen-sharing applications to communicate with customers or their technical teams.
• Provide any guarantees when providing support.
• Avada takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
• Sign non-disclosure agreements to gain access to your website or web server.

We strive to monitor and respond to support tickets as promptly as possible; however, continuous coverage is not always feasible due to varying time zones. Our dedicated support team of over 20 professionals works diligently throughout the day to address inquiries. Response times may vary, typically ranging up to 24 hours from Monday to Friday and up to 48 hours on weekends. However, we aim to provide assistance as quickly as possible.

Given our extensive user base and the continued growth of our support department, we kindly ask for adherence to fair-use guidelines to ensure that every customer receives the best possible support experience. We request that each ticket contain no more than two queries and that customers limit the number of submitted tickets to only those that are necessary.

In rare instances where support requests significantly exceed reasonable expectations, our support manager may reach out to discuss appropriate solutions. Repeated violations or abuse of the support system may result in suspending support privileges. For further details, please refer to Envato’s support policy fair-use clause.

If you and IELTHEMES can’t come to an agreement about a refund, you can raise a dispute and have IELTHEMES investigate the matter further. As IELTHEMES, we may ask you to provide supporting documentation or evidence. Any refund issued by IELTHEMES is entirely discretionary. We will make a decision based on all available information and you agree that our decision is final. Purchases older than 30 days will not be eligible for dispute.

To the extent permitted by applicable law, IELTHEMES is not obliged to give policy refunds in any of the situations listed below.

• You don’t want it after you’ve downloaded it
• The item did not meet your expectations or you feel the item is of low quality
• You simply change your mind
• You bought an item by mistake
• You do not have sufficient expertise to use the item
• You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
• You can no longer access the item because it has been removed or IELTHEMES which previously provided the item is no longer active on its platform (we advise you to download items as soon as you have purchased them to avoid this situation).
• Your product purchase was made over 30 days ago (for all IELTHEMES items, either supported or unsupported).