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Version 1.0 — Effective Date: October 15, 2025
Before reaching out for support, please review the documentation included with your purchased item. Many common questions and setup instructions are already covered there.
Additionally, check the FAQs and comments on the item page, as your query may already have been answered by the author or other buyers.
Every item sold on Templatelelo Marketplace includes complete documentation — please refer to it before submitting a support request. If you can’t find what you’re looking for, you may contact the item author for assistance.
A supported item includes 6 months of item support from the date of purchase.
During this time, the author is expected to provide assistance as described in this policy. Response times may vary based on the author’s availability, the complexity of the request, and previously answered queries.
Buyers may also choose to extend item support for up to 12 months at the time of purchase or later through their Templatelelo account.
During the active support period, authors are expected to:
Respond to general questions about using the item.
Guide buyers on how to achieve the demo look or key functionality.
Direct users to relevant documentation, FAQs, or resources that solve the issue.
Example: “How do I make my homepage look like the demo version?”
Authors are expected to:
Answer technical questions about the item’s features and functionality.
Provide guidance on how the item is designed to work.
Help buyers get the most out of the item’s functionality.
Offer help or direction regarding third-party plugins or assets included with the item.
During the support period, authors must assist with:
Reporting and resolving bugs or minor defects in the item.
Providing bug fixes or patches directly or via a version update.
If an issue affects multiple users, the author may release a version update available to all customers.
Authors must ensure their supported items remain:
Compatible with the latest versions of any required software, CMS, or frameworks.
Secure by addressing vulnerabilities in the item or bundled third-party assets.
These updates are released as version updates and made available to all buyers via their Templatelelo downloads page.
Item support does not include customization services beyond the original design or functionality described on the item page.
For customization requests, buyers may contact the author to check if they offer paid customization services privately.
Authors are not required to assist with installing items on servers or CMS platforms.
Since installation often depends on unique hosting environments, buyers are expected to have basic knowledge of the required software.
If you need help setting up your item, you may ask the author if they provide paid installation services.
Support does not cover:
Issues with your web hosting provider or server environment.
Conflicts caused by third-party software or tools on your system.
Please contact your hosting provider or consult their documentation for server-related issues.
If an item includes a third-party asset (e.g., a plugin, slider, or library), the original creator of that asset is not obligated to provide support.
Instead, all related questions should be directed to the item author on Templatelelo.
All items on Templatelelo Marketplace are expected to:
Function as described in the item listing and demo.
Be free from major security vulnerabilities.
Examples of serious issues include:
– Unauthorized admin access
– Exploits that affect other sites
– Data breaches or privacy risks
If such issues arise, authors will provide an update after appropriate testing and review.
Authors may release updates to:
Improve or optimize item performance
Fix bugs or minor issues
Enhance compatibility or add minor improvements
All new versions are automatically available to previous buyers via their Templatelelo account downloads page.
We value our authors’ time and creativity. Please be mindful when requesting support — always check documentation and existing answers first.
Response times may vary depending on:
The author’s workload
The number of open support requests
Holidays or vacation periods (authors will notify via the item’s Support or Comments section)
Support is available for all Templatelelo items except:
PSD templates
Figma or Sketch templates
Mobile app UI templates (non-code)
Static animation or motion assets
Templatelelo authors are committed to helping you get the best experience from your purchase.
Support includes help with usage, bugs, and updates, but excludes customization, installation, and hosting issues.
For any questions or issues, please contact the author via the Support tab on the item’s Templatelelo product page.