Clear communication, defined support and fair customer expectations.
These service standards explain how AdnanThemes handles customer questions, product issues, service changes, complaints and security concerns. Our standard support response target is 2–3 business days.
What customers can expect
Standard support response target: 2–3 business days. Complex cases may require more time for investigation after the initial response.
AdnanThemes aims to provide accurate product information, a clear purchase route, useful documentation, a defined support path and transparent policies. Product-specific checkout, marketplace or written project terms remain the most specific source for a transaction.
Clear communication
Questions should be answered based on the product, purchase channel, version and information available rather than with unsupported promises.
Defined support scope
Standard support covers documented functionality, reproducible product issues, licensing and download questions, and reasonable setup guidance. Custom development may require a separate quote.
Transparent purchase terms
Licensing, refund, renewal and marketplace conditions should be available from the relevant product page, checkout, marketplace listing or policy page.
How support requests are handled
Complete information helps a request move from identification to resolution with less unnecessary back-and-forth.
1. Identify the request
We first identify the product or service, version, purchase channel and the type of help required.
2. Review the evidence
Where relevant, screenshots, error messages, reproduction steps, environment details and documentation are reviewed.
3. Provide the appropriate route
The answer may be a documented fix, compatibility guidance, marketplace direction, licensing assistance, product update guidance or a separate custom-work proposal.
4. Escalate unresolved concerns
If the original answer does not address the issue, the customer can reply through the same official support route with the original context and explain what remains unresolved.
Service changes and availability
Software, APIs, marketplaces, hosting and third-party services change over time. AdnanThemes aims to distinguish released functionality from planned features and to avoid representing third-party availability as permanently guaranteed.
Product changes
Features, compatibility, pricing and availability may change as products are maintained and improved. Changelogs and product notices should be used where available.
Third-party dependencies
External APIs, AI providers, marketplaces, payment systems and hosting providers control their own uptime, pricing, limits and policies.
Material questions
If a feature or compatibility requirement is essential to your purchase, ask through the official pre-sale support route before checkout.
Complaints, refunds and unresolved concerns
Eligible direct AdnanThemes digital-product purchases include a 7-day money-back guarantee when the refund request is submitted within 7 calendar days of purchase. Marketplace and custom-service purchases follow their applicable terms.
Customers can raise a concern through the official Contact or Support Center. To help us review it, include the relevant product or service, order or purchase channel where applicable, previous support context and the outcome you are requesting.
Keep the same context
Where possible, continue the existing support thread so the previous information and troubleshooting history remain available.
State what remains unresolved
Explain which part of the earlier response did not resolve the issue and provide any new evidence or changes.
Policy-related matters
Refund, licensing, privacy and marketplace questions are reviewed according to the applicable product, checkout, marketplace and policy terms.
Security and customer data
Customers should use official channels and avoid sending unnecessary sensitive information. Security concerns have a separate responsible-disclosure route.
Do not send secrets publicly
Do not post passwords, full card details, private API keys, secret license credentials or unrelated customer information in public support.
Suspicious payment requests
Verify unexpected checkout or payment links against the official product page or Purchase Safety guidance before taking action.
Security reports
Potential vulnerabilities should be reported privately using the Security & Responsible Disclosure process.
Security policy →