Support Policy

Support Policy

At CartFlows, we are committed to providing timely and effective support for all users of our products. This policy outlines the scope of our support, response times, and other key details to ensure clear expectations for both free and Pro users.

1. Scope of Support

Our support team is here to assist you with any issues directly related to CartFlows and its functionality. This includes:

• Troubleshooting bugs and errors within CartFlows.
• Assistance with setup and configuration.
• Guidance on features and general product usage.

We do not provide support for:

• Custom code, including custom development, modifications, or third-party integrations.
• Theme or plugin conflicts caused by products that do not adhere to WordPress coding standards.
• General WordPress-related queries or support that is not specific to CartFlows.

We encourage the use of well-coded themes and plugins that follow WordPress Coding Standards for seamless compatibility with CartFlows.

2. Response Times

We offer different levels of support for free and Pro users:

• Free Users: Our response time is typically within 2-3 working days.
• Pro Users: We aim to respond within 24 hours on working days.

3. Support Channels

We provide support exclusively through our Support Portal. This allows us to efficiently track, prioritize, and resolve support tickets.

While we maintain a Facebook group for user discussions, it is important to note that dedicated support is not provided through this channel. For support inquiries, always use the Support Portal.

Due to forum guidelines, we provide support only for queries related to the CartFlows free version on the WordPress.org support forum. For any CartFlows Pro support requests, please use our Support Portal.

4. Pre-Sales and Account/Billing Questions

For any pre-sales questions or issues related to accounts and billing, please contact us through our Contact Page. Our team will be happy to assist you with these queries.

5. Support Availability

Our support team operates on regular business days, and response times apply only to these working days.

6. Support for Pro Users with Active Subscriptions

Pro-level support is available exclusively to users with an active subscription. If your subscription has expired:

• You will be treated as a free user, and response times will follow the free support policy.
• We will not provide support for queries related to Pro features.

To continue enjoying Pro support benefits, please ensure your subscription remains active.

7. Free vs. Pro Support

CartFlows offers a free version and a Pro version of the product. As mentioned above, our Pro users benefit from faster response times and prioritized support. Free users still receive support but may experience longer response times.

8. Supported Environments

CartFlows is designed to work seamlessly with WordPress themes and plugins that adhere to WordPress Coding Standards. We cannot guarantee compatibility or offer support for issues arising from themes or plugins that do not meet these standards.

9. Right to Refuse Support

CartFlows reserves the right to refuse support in cases where the content of the website includes inappropriate or harmful material. This includes, but is not limited to:

• Nudity
• Adult content or pornography
• Content promoting terrorism
• Child abuse or exploitation

Websites containing such content will not be eligible for support under any circumstances.